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!

No alternative text description for this image

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

Building AI for construction - on a mission to eliminate the trillions lost to miscalculations, errors, and inefficiency in construction 🧱🏗️

Experienced from being a tech founder and an intrapreneur in startup growth & strategy, partnerships & sales and app development. International digital nomad with experience from living in Sweden, the US, the UK, Germany, South Africa, Italy. Vipassana Meditator :-)

Lucas Otterling

Appreciation post to the Brickanta team - the speed and quality at which this team is building AI for construction is 📈

The fact that we're releasing new versions of the agentic AI platform every day, seven days a week (averaging nine iterations every weekday) becomes extra clear on a day like today - my first full day back in the office after a week on the road and before heading out onsite for new customer kickoffs later this week 🤝🚗

Proud and grateful for all the hard work - still just day 1, excited to see what this team ships next! 🚀

👏 Antony Zhang Arifa Rezai Marcus Wejdelind Helle Dolk Sebastian Stüben Gustaf Gyllensporre M.S IRE Linus B. ... and more colleagues to be announced soon 🧱

Co-Founder @ Brickanta (YC F25) 🧱 AI for Construction

Fylld av energi efter en vecka av fysiska besök och workshops med ett tiotal -igång-med-AI samt nya förhoppningsvis snart-igång partnerkunder längs med västkusten, Skåne och nu avslutningsvis på hemväg från Kastrup! 🇸🇪🇩🇰 

The future of AI for construction is happening 🏗️🧱

Best way to build a company? Go meet the people you're building it for.

Our founders Lucas and Linus are spending the week on the road. Starting off on the Swedish west coast, then continuing down to Skåne to meet builders eager to push the industry forward with new technology.

Back in the office Monday. Probably.

taplio

The Battle

Paul Bichsel

Lucas Otterling

Followers

Posts

Engagements

Likes

Performance ScorePaul Bichsel's LinkedIn Performance

Performance ScoreLucas Otterling's LinkedIn Performance

Ready to grow your LinkedIn presence?

taplio

The Battle

Paul Bichsel

Lucas Otterling

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

Performance ScoreLucas Otterling's LinkedIn Performance

Ready to grow your LinkedIn presence?

Performance ScorePaul Bichsel's LinkedIn Performance