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.

No alternative text description for this image

Most CX teams obsess over the fix. But customers don’t remember the fix.

They remember the first hour.

When something breaks, customers don’t just want a resolution…
They want speed, clarity, and (now) they expect AI to help, not get in the way.

Because here’s the truth:

If your chatbot, help centre, socials, and support teams all say different things…
You don’t have a support problem.
You have a trust problem.

✅ The most important window in an incident isn’t when engineering ships the patch.
It’s the first 60 minutes.

That’s when customers decide:
“Do I trust you… or do I churn?”

So what should happen in that first hour?

One source of truth.
One page.
One message.
Clear language.
Timestamps.
No guessing.

And AI needs guardrails.
Not random troubleshooting.
Not confident nonsense.
Just one job:

Direct customers to the single most accurate update.

Different channels. Same answer.
That’s real omnichannel support.

If you’re leading CX right now, this is the game:
AI-powered support at scale… without losing consistency or control.

🎤 I’m speaking on a Zendesk Customer Spotlight webinar with RMS Cloud + SuccessCX:
Support to Strategy: Leading CX in an AI-Driven World
📅 11 February 2026

Link in the comments. 👇

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

Chelsea Cucinotta began her career at 9News Melbourne in 2019, after completing a Master of Journalism at the University of Melbourne.

Combining her news brain with a passion for publicity, Chelsea decided to leverage her media experience and launch Honey Buzz PR in 2021.

Since establishing the agency, she has worked with a number of clients in the lifestyle, retail and hospitality sectors, including Underworks, Alliance Française de Melbourne, Gigi’s Gelato, Cake Creations by Kate and Jo Mercer’s Australian-made label Matilda Life.

Chelsea is a passionate public speaker and has recently given talks on running a business and the power of public relations for organisations.

taplio

The Battle

Paul Bichsel

Chelsea Cucinotta

Followers

Posts

Engagements

Likes

Performance ScorePaul Bichsel's LinkedIn Performance

Ready to grow your LinkedIn presence?

taplio

The Battle

Paul Bichsel

Chelsea Cucinotta

Followers

Posts

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

Ready to grow your LinkedIn presence?

Performance ScorePaul Bichsel's LinkedIn Performance