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.

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The brands that don’t will feel instantly outdated.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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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

Prepaid King

Area Sales and account manager for Optus, Vodafone and Lebara Prepaid.

Build and maintain strong, long-term relationships with key clients by acting as the primary point of contact and trusted advisor. Develop strategic account plans to drive revenue growth, identify upselling opportunities, and align solutions with client objectives. Collaborate cross-functionally to deliver tailored solutions, address feedback, and ensure client satisfaction. Proficient in analysing account performance, negotiating contracts, and providing industry insights to foster retention and mutual success.

Territory Account Manager

L and D Trading Group

Co-Founder

successCX

Solutions Consultant

Zendesk

Improving the relationship between your business and your customers.

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most — better customer service and more meaningful conversations.

CX Consultant

ChannelAdvisor

ChannelAdvisor is a leading provider of cloud-based e-commerce solutions that enable retailers and manufacturers to increase the scale and profitability of their global sales through dozens of online channels including Amazon, Google, eBay, Facebook and more.

Through automation, analytics and optimisation, ChannelAdvisor leverages a single inventory feed to more efficiently list and advertise products online, connecting suppliers with shoppers to increase sales. Billions of dollars in sales are driven through ChannelAdvisor every year, and thousands of customers such as Harvey Norman, Reader’s Digest, oo.com.au and CrazySales.com.au depend on ChannelAdvisor to substantially grow their businesses.

eCommerce | Comparison Shopping | Ebay | Amazon | Paid Search | Rich Media | Webstores | Marketplaces | PPC | Google Adwords

Ecommerce Consultant

For more than a decade, ChannelAdvisor has set the global standard for e-commerce optimisation by providing best-in-class technology, strategic services and thought leadership to help retailers master the complexity of connecting with consumers online.
Now Leading a team of Inside Sales Specialist, speaking to and educating the APAC region on multi-channeling advantages and showing them the value of the company platform as well as the "scale-able" options we have to give every retailer as a Client a chance to showcase their products and compete on a level where they would have an advantage against their competition.

Inside Sales , Team Lead

Inside Sales Specialist

New Aim Pty Ltd

Customer Service and Marketing Coordinator
Receiving Emails and Phone Correspondence
Taking customer enquiries and answering product questions
Cross Check orders on a daily basis
Price setting and sales analysis
Sales strategist 
The use of Channeladvisor to manage eBay in Sales and Listings.

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