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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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

Alliance Française de Melbourne

Marketing & Events Coordinator

Marketing & Communications Coordinator

FACCI - French-Australian Chamber of Commerce & Industry

. Creating and assisting with coordination of in-person and online events; ranging from small business seminars and networking events to large corporate events.
. Managing and updating CRM database (Eudonet).
. Liaising with external stakeholders: public and private partners, French and Australian companies, venues, catering, and media.
. Maintaining and initiating relationships with partners and members
. Promoting future and past events on social media platforms (Facebook, LinkedIn, Instagram, Twitter, Oximail)
. Publishing member news articles on FACCI website (Typo3)
. Managing event bookings, payments and ticketing (Humanitix)

VIC Events and Partnerships Assistant

Coffee W Friends

• Directed and coordinated marketing activities to promote products.
• Analysed business developments.
• Coordinated and participated in promotional activities.
• Applied strategic planning to verify sales and profitability of products.
• Wrote, edited and produced stories for multiple platforms, including Internet and digital channels.
• Coordinated art and graphic creation.

Co-founder

Félix et Cacao

• Used expertise in customer relationship management.
• Updated cafe’s social media webpages: Instagram and Facebook.
• Organised shop events and contests.
• Experienced team Manager.
• Managed a team of two in a crafty Artisan Cafe.
• Planned staff roster and activities.
• Designed & installed front shop and cafe decoration.
• Organised staff events to enhance the team cohesion.


Work achievements: 

Developed innovative ideas to attract more customers and enhance the business profitability. I created promotions for students, a customer loyalty program, creative decorations in store and created popular combinations of products in gift packs based on consumer habits).

Contributed to create a lively neighbourhood by offering frequent activities and competitions to generate new business and retain loyal customers. I provided a welcoming atmosphere, encouraging community gathering and meeting customer’s needs ie. I introduced a range of gluten free products.


. Gérer le contenu 
. Animer les réseaux sociaux (Facebook, Instagram )
. Rédaction des publicités
. Etudes du marché
. Prise de photographies
. Retouche photo

Junior Community Manager

Centre communautaire sainte catherine d’alexandrie

Fundraising Research

• Found financial resources for a local community of disadvantaged children. The funds were to go toward their summer camp at the centre.
• Market studies to increase the volume of membership at the centre (the priority for subscription money was to pay for the summer camp): 
-	Creation of statistical analysis through a questionnaire sent to all the members in order to review the centre and to know the current needs.
-	Controlled all social media platforms, including planning/publishing to Facebook and Instagram. As well as implementing social media strategies. Via the Social networks, we managed to reach 2000 people.
-	Track the performance of publications.
• Set up a subsidy campaign of $CAD 150,000, and market research to find backers.
•	Implementation of a strategy giving free access to the nursery room for parents / children. This allowed the development of strategies focused on membership of members and participants as well as Word of mouth promotion to parents' friends.
•	Design of advertising posters to help with children’s homework as well as rethinking fun and creative activities to bring children in and receive state subsidies.

Marketing Assistant Internship

IMMO SQUARE

• Design of communication supports (media kit, brochures, product sheets, flyers, business cards, promotional materials) for the New Mexico visual identity market, via InDesign and Photoshop.
• Creation of content and marketing materials (e-mailings, advertisements, landing pages).
• Community Management for IMMOsquare and its partners (MLS Prestige).
• Executed the casino themed holiday social event.
• Collaborated with the broader marketing and content teams to help create and procure brand aligned, content and stories.	




. Développement de la cellule digitale 
. Création de plaquettes et de kit media pour le nouveau marché du Mexique
. Design de supports de communication
. Réalisation des flyers et des cartes d'affaires des collaborateurs
. Design des logos pour le site internet
. Organisation et logistique de la journée d'Halloween

Graphic Design Internship

Buddha Bar London

• Responsible for the completion of reservations for VIP customers.
• Liaised with Chanel, Hermès, L’Oréal and famous hotels of inner Paris to accomodate their VIP guests.
• Prepared table setting and private rooms using booking software. 
• Welcomed VIP customers and directed them to their allocated tables or private dining rooms.
• Managed the mezzanine lounge bar and served cocktails and nibbles.
• Handled the Buddha-Bar Boutique and promoted the company’s products.
• Maintained high standards of presentation and mannerism.

Hôtesse 

BNP Paribas

Processed credit related requests on a daily basis. 
Liaised with customers promoting company’s services.
Dealt with insurance membership requests. 
Performed credit checks on new potential customers.
Coordinated the training of new team members.
Handled exceptions and escalations from other departments.
Contributed to the performance of the team, reached KPI objectives.

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Paul Bichsel

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