Making CX work for your business!

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

Paul Bichsel

It was a cold night Melbourne town last night, but literally sizzling at the Zendesk office for CX Connect, hosted my Evelyn Tang Felicity Scheltinga, Kevin Wood , Lucas Brzeski , Arsalan Asghar !

 Brendon Ward from Petstock Group took us back to the roots of his company where they had a mantra of “never lose a punter “ and going over and above for delivering personalised and delightful customer experiences.

Beau Micallef took us through the ability to build great customer journeys, capturing important details while making it a frictionless experience for the customer.

Great brands delivering excellence to their customers, and always looking to continually improve their offerings! Love you guys!

Making AI and Automations work for your business!

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Looking ahead to 2026, the next wave of AI in CX is not just about chat.

Two areas stood out:
✅ Voice AI that can take real actions like returns or account updates
✅ Admin copilots that recommend and even apply operational improvements
Imagine an admin asking, “What should I fix in my Zendesk instance?” and getting clear, actionable answers.

Less manual configuration.

More guidance built into the platform.

Better CX without more complexity.

That’s where things are heading.

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.

Most CX platforms record conversations.
Very few resolve them.
That’s the shift happening right now.

Zendesk is moving from being a “system of record” to what’s being called a resolution platform 

Here’s what that actually means:
👉 AI doesn’t just surface tickets. It helps resolve them.
👉 QA, analytics and feedback loops live inside the platform to ensure you are delivering to customer expectations.
👉 No more stitching together separate tools for contact centre, QA and reporting.
👉 One environment. One source of truth. Real action.

The big change?

AI is no longer a bolt-on feature.

It’s embedded directly into the platform and supports your agents to resolve enquiries.

For CX leaders, this is about speed, consistency, visibility and quality across the entire support operation.

And that’s where things get interesting.

If you’re rethinking how your service platform should operate in 2026, let’s talk.

📩 Contact SuccessCX for a chat about improving your CX.

We're very excited to welcome Sherwyn Dutt to the SuccessCX team! Sherwyn is a value driven sales executive and thought leader with an affinity to drive business growth through great tech enabled CX.
Sherwyn is a great addition to our team!

Account Executive at SuccessCX - Customer Experience Consulting & Strategy

Excited to share that I'll be deep diving into CX as part of a new role as AE at SuccessCX - Awarded Partner of the Year 2025 - was very impressed by Paul, Alver & the team's performance and reputation in delivering key measurable shifts in outcomes & KPI's for CX leaders across ANZ & global for both strategy & delivery.

An interesting aspect of this is SuccessCX's close partnership with Zendesk who have been all about consolidating Digital + Data + AI + CX. 

But so what, right? Two thoughts: 

1. AI in CX is becoming the fastest path to cost reduction (e.g. deflect requests and automate high volume tickets without harming CSAT)

2. AI maturity is now an executive scoreboard (E.g. Boards and CEO's grading leaders on AI adoption, digital efficiency, automation ROI, voice of customer etc)

I am curious, though - is AI in CX on your roadmap?

Feeling this one in my bones — systems matter as much as people. ⚙️🤝

Most service pain isn’t about effort. It’s about fragmented systems and information that doesn’t flow. When tools don’t connect, teams end up compensating manually — and that doesn’t scale.

Zendesk Suite brings conversations, knowledge, and workflows together so teams can work with shared context as volume grows.

Big shout out to the folks building better-connected CX. If you want service to be smoother (and less manual), this is the kind of foundation that helps teams breathe easier. 🙌

#ZendeskAI #ZendeskAIAgents #CXTrends #SuccessCX

https://lnkd.in/gkCcRD2m

Feeling the difference when context just… shows up. ✨

When conversations don't need to be pieced together:
- Customers feel understood.
- Agents don’t have to hunt for answers mid-interaction.
- Decisions come more naturally and conversations move forward with confidence.

Tools like Zendesk Copilot do this well — surfacing the right guidance at the right moment so service teams can focus on helping people, not chasing context.

Big shout out to the teams making CX smoother every day. 🙌

#ZendeskAI #ZendeskAIAgents #CXTrends #SuccessCX

https://lnkd.in/gYREbuFe

Expectations don’t shift overnight — they creep up on you. 🔍

Customers now expect personalization, continuity, and transparency, even as AI takes a more visible seat in service. The Zendesk CX Trends 2026 report lays that out clearly.

What teams are doing about it: simplifying service behind the scenes and making context easy to access across every interaction.

If you’re thinking about making that happen, SuccessCX can help bring it to life. 🙌

#ZendeskAI #ZendeskAIAgents #CXTrends #CustomerExperience #SuccessCX

https://lnkd.in/gif99CPz

Fast replies can feel reassuring — at first. 

But when an issue comes back, speed quickly loses its value. Customers don’t remember how quickly a response arrived. They remember whether their problem was actually resolved.

The Zendesk CX Trends 2026 report shows expectations shifting toward complete resolution. This is where AI-supported service approaches help teams resolve issues earlier and more accurately — without adding extra steps.

#ZendeskAI #ZendeskAIAgents #CXTrends 

Build for better customer outcomes with SuccessCX.

https://lnkd.in/g_y_9wmh

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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