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

Tifansi

As the Director of Technology for Tifansi, a startup based in Melbourne, Australia, I am responsible for establishing and leading the Technology division, which includes Engineering, Corporate IT and Security. 

My role involves creating and executing strategies that drive rapid product development, enhance deployment quality, and optimise the company’s technological resources, ensuring a robust and scalable infrastructure.

In addition to strategic planning, I oversee all engineering activities to maintain high development standards. I manage Corporate IT to provide comprehensive support for business functions and establish security protocols to safeguard company and customer data. 

By mentoring and guiding the engineering and IT teams, I ensure the successful delivery of new initiatives. Furthermore, I implement cost-effective strategies and continuously optimise technological expenditures to maximise return on investment.

Director of Technology

Whispir

Create and execute on a strategy for platform hosting to enable speed to market for product initiatives, increased quality of deployments and cost optimisation of the companies cloud estate. 

Key aspects of this strategy are achieved via the introduction of automation via IaC and CICD capabilities and security first principles along with maximising the agility and overall reliability of the Whispir platforms through the introduction of Site Reliability Engineering.

In additional to this lead the Platform Engineering and Operations teams on a day to day basis, supporting the business in customer enablement activities and support our development and test teams in delivering new initiatives to our customers in a timely manner.

Director of Strategic Platforms

Induction Healthcare Group PLC

Following Induction Healthcare's acquisition of Attend Anywhere I led the combined businesses Cloud practice, evolving the cloud strategy to allow for hosting of Induction's suite of products using the same cloud framework on AWS allowing for single pane of glass observability across the stacks as well as a consistent IaC framework and suite of CICD pipelines

Global Head of Cloud and Reliability Engineering

Attend Anywhere

Lead the definition and implementation of the organisations cloud strategy during a time of intense scale up of the business due to the COVID pandemic. Attend Anywhere is a leading provider of video consultations for the healthcare industry with the National Health Service across the UK a major customer.

Head of Cloud

Accenture

Across a near decade long career with Accenture I operated across may different industry groups including Financial Services, PropTech, Health, Communications and Government as both a Technology and People leader as well as Infrastructure/Cloud Engineer and Architect. Working on both smaller agile engagements such as a serverless data lake solution leverage the best of AWS's managed services to larger programs of work including the build, launch and growth of a major property exchange solution I had extensive experience across the delivery lifecycle.

Delivery Lead A/NZ - Accenture/AWS Business Group

Senior Manager

Manager

Lloyds Banking Group

Tasked with producing interoperable and extendable software solutions tailored for the banks Telephony call centre environment. This involved designing and proposing software frameworks for developers to work within, conducting quality assurance reviews on mid-level platform designs and technical specification documents provided by offshore resources such as TCS (Tata Consultancy Services), and leading a team of offshore analysts and developers on individual projects. I frequently liaised with business representatives to address design issues, identified and suggested solutions to challenges encountered during study and development phases of projects, and ensured that analysis and design activities of the offshore community were compliant with CMM standards.

Platform Specialist

Lloyds TSB

	Carry out Quality Assurance reviews on Mid Level Platform Designs and Technical Specification documents produced by offshore resources from TCS (Tata Consultancy Services).
	Lead team of offshore analysts/developers on individual projects.
	Liaise with Business representatives regarding design issues.
	Identify and suggest solutions to issues arising during Study and DBT phases of projects.
	Ensure analysis and design activities of the offshore community are CMM compliant.

Subject Matter Expert

	Produce high quality Functional and Technical Designs
	Lead team of analysts/developers on individual projects.
	Liaise with Business representatives regarding design issues.
	Identify and suggest solutions to issues arising during Study and DBT phases of projects.
	Ensure analysis and design activities of myself and the developers community are CMM compliant.

Lead Analyst

 Produce high quality Functional and Technical Designs
 Liaise with Business representatives regarding design issues.
 Identify and suggest solutions to issues arising during Study and DBT phases of projects.
 Ensure analysis and design activities of myself and the developers community are CMM compliant.

Analyst

Produce high quality code for changes/enhancements to the Telephone Banking Agent application and conduct root cause analysis on production related incidents/problems and propose and develop code changes to resolve these issues.

Developer

As a forward-thinking Technology Director with over two decades of experience, an extensive portion of my career has been dedicated to the evolution of cloud computing and architectures. I have progressed through development, cloud engineering, architecture and leadership roles across the UK and Australian technology sectors.

My more recent career has been focused on employing AWS public cloud technologies, combined with Infrastructure as Code (IaC) and Agile methodologies, to design and implement effective cloud-first strategies. This has not just been about technological transformation but also nurturing agility and driving innovation within organisations, enabling them to scale efficiently and effectively in today’s dynamic business environment.

With a passion for demystifying complex technological challenges and a proven track record in leading teams and companies through their cloud adoption journeys, I spearhead strategic initiatives that drive tangible business outcomes. My aim is to enable organisations to fully leverage cloud technologies, ensuring they remain at the cutting edge of technological innovation.

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