Making CX work for your business!

Customer Experience Professional with a love of customer loyalty and red wine. 

Paul Bichsel

For years, customer support platforms were systems of record.

Tickets in. Tickets out.

What stood out at SKO 2026 was how clearly that thinking has changed.

Zendesk is now positioning itself as a system of action.

That means the platform is no longer just routing questions to humans.

It is actively resolving issues through AI, agents, and built-in feedback loops.

One platform.

One view.

Resolution as the outcome, not ticket handling.

This shift matters because it changes how CX teams design workflows and how leaders think about scale.

If you’d like to learn more about AI + CX + Zendesk, you can download the CX trends report from us.

👉 Download the full CX Trends report via the link in the comments below.

CX success is being redefined. Promptable analytics and AI-driven metrics are giving leaders and agents real-time insights they can act on, transforming decision-making from slow dashboards to instant, context-aware answers.

✔️ 82% of leaders say promptable analytics unlock insights in seconds that once took weeks
✔️ 78% of CX leaders say AI is forcing a rethink of success metrics
✔️ 91% of Zendesk CX leaders plan to have a promptable analytics hub live within 12 months

Measuring success has never been this fast, smart, or actionable. Learn more in the Zendesk #CXTrends 2026 report.

👉 Download the full report using the link in the comments.

Customers want to know why AI makes the decisions it does. AI transparency is no longer optional; it’s expected. As AI becomes a natural part of service, consumers demand clear, plain-language explanations for automated decisions.

✅ 95% of consumers expect an explanation for AI-made decisions
✅ 80% of CX leaders say AI transparency will be non-negotiable within two years
✅ Zendesk agents are 1.3x more likely than non-Zendesk agents to say trust and transparency is a top expectation

Transparent AI builds trust, strengthens loyalty, and turns automation into a competitive advantage.

Learn more in the Zendesk #CXTrends 2026 report.

👉 Download the full report using the link in the comments.

Personalization without memory isn’t personalization at all.

AI with contextual memory changes the entire customer relationship.
Not by being clever, but by being consistent.

When systems remember preferences, past issues, and timing, customers stop feeling like tickets and start feeling known.
That continuity is what turns good support into long-term loyalty.

The real shift here isn’t technology.
It’s expectation.

Customers now assume brands will remember them.
The brands that don’t will feel instantly outdated.

👉 Download the full CX Trends report via the link in the comments below.

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Customers don’t think in channels, so support shouldn’t either.

Multimodal support reflects how people naturally communicate.
They explain, show, and clarify in the same moment.

When text, images, video, and voice work together in one thread, resolution speeds up and frustration drops.
No restarting. No repeating. No context loss.

This isn’t about adding more tools.
It’s about removing friction from how customers explain problems.

👉 Download the full CX Trends report via the link in the comments below.

Speed is no longer a differentiator. It’s the minimum requirement.

Customers are drawing a hard line between brands that resolve issues immediately and those that don’t.
And they’re voting with their feet.

AI-driven support only works if it actually solves the problem.
Automation without resolution doesn’t save time. It wastes trust.

The winning teams are building systems that retrieve the right knowledge instantly and apply it accurately.
Fast answers. Fewer handoffs. No dead ends.

👉 Download the full CX Trends report via the link in the comments below.

When conversations don’t carry over, everyone pays for it. ⏳🔁

Customers repeat information. Delays creep in. Teams aren’t doing less — systems just aren’t connected, so people spend time reconstructing context instead of helping.

A unified approach with Zendesk Suite keeps conversations moving forward, not restarting. That’s how you reduce friction and get back to supporting customers.

Big thanks to the SuccessCX crew for helping organisations make that connection. 🙌

#ZendeskAI #ZendeskAIAgents #CXTrends #CustomerExperience

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SuccessCX - Your CX Premier Partner

Senior Solutions Consultant

Solutions Consultant

ProOptics

Freelance graphic designer for an optical company.

Job Responsibilities:
• Generate marketing ideas & material to correlate with it
• Merchandising and creation of material for merchandising
• Graphic Design services including logos, business cards, stationary, newsletters etc
• Social media marketing
• Brochures & seasonal catalogues
• Brand creation and development
• Photo Retouching

Graphic Designer

Zendesk

Customer support advocate for a global communication omni channel product.
Helping bridge the gap for customers when issues arise and achieving success for
their business requirements.

Customer Support Advocate

Macfixit Australia

Macfixit is an online technology store which sells parts, upgrades and accessories for Apple related devices. I have a varied roll involving customer service, account management and administration services.

Job Responsibilities
• Online/ in store sales and customer service
• General office duties
• Daily retail store operations
• Telephone inquiries and orders
• Order selection & packing
• Stock management including booking in stock received, stock handling in warehouse and supplier returns due to discrepancies.
• Stock merchandising
• Processing customer and supplier returns for faulty, damaged or not suitable items.
• Handling of consumer, business and educational accounts from quotation through to delivery receipt and payment.
• Liaising with suppliers in regards to stock, pricing, availability of items, special
arrangements in regards to stock orders and drop-shipment of large orders direct to customer from supplier.
• Liaising with sub-contractors to arrange technical works at customers requests
• Liaising with freight operators to arrange shipping for large returns back to suppliers, orders shipping out to customers, payments and paperwork for outstanding shipments being held by Australian Customs.
• Graphic Design including flyer’s, magazine advertisements, brochures, business cards, eNewsletters etc
• Photography including product shots and photo editing for online or printing purposes
• Generating new or re-inventing the way current things are processed or handled so as to improve performance, time and quality of service etc
• Sourcing new products or suppliers from various countries and avenues
• New product promotion and advertising to generate new sales with new or existing customers via various means of networking.
• New product and specials promotions to existing business and educational accounts according to their needs and interests.
• Social media engagement and marketing via online and in store avenues

Customer Service/ Sales Representative and Accounts manager

Ashmont Hotel

Experience with bar & bottle shop operation and customer service with the hospitality and public sector.

Job Responsibilities:
• Register operations
• Customer/ bar service
• Telephone enquiries and hotel bookings
• Stock filling
• End of day reconciliation
• Merchandising
• General housekeeping duties
• Office duties including banking, payroll, accounts receivable and payable, MYOB and other various administration services
• Daily operations of hotel
• Poker machine & TAB operations
• RSA & RCG compliant
• Graphic Design including Logos, advertisements, newsletters etc
• Brand promotion and development.

Note: This is a family owned business and I do freelance work from time to time when applicable.

Bar Attendant/ Administration Assistant

Computers Now

Retail sales of Apple and third party hardware and software. 

Job Responsibilities:

• Experience with retail sales within the technology sector.
• Customer service of retail sales and orders
• Telephone enquiries and orders
• Stock fill
• End of day reconciliation
• Stocktake of merchandise
• Merchandising
• Office duties including banking
• General housekeeping duties
• Daily operations of retail store
• Reach monthly KPI targets
• Assist client from quotation through to delivery and installation

Apple Product Professional/Sales

Solutions Consultant / Implementation Specialist

Sell the problem you solve, not the product!

I consider myself a "can do" person. Where there is a will there is a way and I'm not likely to give up upon first attempt!

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