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

https://lnkd.in/gHbjZx7K

In Motion Marketing

» Brand. Enhance your brand and make it the biggest asset for driving demand. Create value propositions that speak to your customers’ pains, gains, and jobs to be done.

» Demand. Create demand generation campaigns that focus on impact. Design and run inbound and outbound strategies with consistent execution.

» Content. See revenue results and drive awareness by creating valuable content. Focus on educating your audience and finding high-quality lead generation.

» Advocacy. Create a model where customers feed your growth! Maximize delight and capture word of mouth with testimonials, reviews, and case studies.

Head of Marketing

Performio

» Introducing a Demand Generation Strategy that saw 110% growth in North America for FY2020!

Marketing Strategist

» Turned Marketing into a Revenue Center by successfully introducing a B2B Lead Generation Strategy.

» Significantly increased marketing’s contribution to new revenue and qualified opportunities generated with a unique Content Strategy.

» Dramatically reduced the average sales cycle by 35% by mapping the customer journey with value proportions targeting specific personas.

» Maintained a 12-month payback period for marketing’s Customer Acquisition Costs.

Marketing Manager

Business Development Manager

Max Reilly

» Increase qualified-pipeline by 4X using a blend of Inbound & Outbound Marketing.
» Streamlined the quotes and tenders process by 42% with Document Generation software.
» Ran a unique Lead Nurturing campaign targeting Architects, Developers, and local residents.

Vita Group Limited

» Raised NPS to over 40 points by providing additional training to staff.
» Introduced diversity hires; hiring people from a wide range of backgrounds.

Area Manager

Creates Marketing Content 📣 Social & Web 🎯 Helps B2Bs Generate Demand 🏆 Find New Growth Opportunities 🚀

Two things every B2B needs for demand generation:

1. Focused Marketing Strategy 🎯
2. Clarity Across Messaging & Content 💎

B2B companies struggle with their marketing because they lack focus and clarity.

As our digital world rapidly advances, businesses can't adapt fast enough. Think ChatGPT, NFT, Blockchain, TikTok, and AR/VR.

😵‍💫 Most marketers feel they lack the resources and time to do a good job:

» Can’t focus because we’re too busy doing Lead Gen.
» Our messaging lacks clarity because we needed to launch yesterday.

🤯 Marketing is getting harder (and it's never going to get easier)! 

Everyone has at some point has tried:

… Rebrand: New logo, colors, and motivational messaging that left prospects confused
… LikedIn: Contact decision makers directly but ends up getting you locked out.  
… SEO: New website with blog posts that cost a small fortune and somehow attracted no leads. 

It happens!

Despite everyone’s best intentions, a good idea can fail. 

Leaving you wondering where it all went wrong. 

🤔 What if…

… Your messaging was so clear people could imagine using your product on their own.
… Your content is so valuable it brings in leads and fuels positive word of mouth.
… All your marketing activities worked together to grow your business.

😎 How awesome would that be?

I work 1:1 with CEOs, Marketers (CMO, VP, Director, Manager), and Entrepreneurs to help create and execute a winning marketing strategy that grows their business. 

We focus on what generates the biggest impact on your business—ensuring that everything is crystal clear to your prospects on their buyer’s journey. 

My agency specializes in Messaging • Branding • Demand Generation • Lead Generation • Content Marketing • Social Media Marketing • SEO • SEM • Web Design.

🏆 Case Studies

“In Motion Marketing is a significant part of our team. It’s been awesome having them as a resource.” ~Aimee Caton, Director of Marketing at Performio

“They are an agile company that can quickly customize their services based on our needs.” ~Athufa Mariff, Head of Marketing at On Q

“It’s been a very successful and impactful business engagement.” Greg Heilers, Co-Founder, Jolly SEO & PitchResponse

⭐️ Rated 4.9/5 on Clutch • DesignRush • GoodFirms

When you’re ready, let’s get on a call and take a closer look at your marketing strategy.

💬 DM when you’re ready. 

Or reach out via using one of the ways below. 

✉️ Email: bryan@inmotionmktg.com

📱Call: +61488552522

📅 Schedule a Zoom: https://meetings.hubspot.com/bryan269

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The Battle

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Bryan Philips

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Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Paul Bichsel's LinkedIn Performance

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