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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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

Investor, board member, author and former software executive, with particular experience in the ARR to NRR journey, including building, leading &amp; scaling start-ups and business units that drive net revenue retention (Customer Success, Consulting, Professional Services, Support &amp; Education).Built Slack's presence in the UK, founded the Global Customer Success team and led its EMEA arm. Previously built &amp; led both Zendesk &amp; Yammer's European Customer organisations, creating, scaling, leading and developing strong teams dedicated to driving Net Revenue Retention by helping some of the world's largest organisations drive user adoption &amp; business value from Enterprise SaaS software. Played a major leadership role in accelerating the growth of a number of early stage companies, leading to a $1.2 billion acquisition by Microsoft and two public exits. This included representing the businesses publicly in the press with media, analyst interviews, public speaking and publishing of industry articles.Key skills &amp; experience -• Building, leading &amp; scaling world class teams to deliver consistently high revenue growth, customer sat &amp; renewal rates• Proven commercial focus with extensive sales experience• Developing strong advisor relationships with founders, C suite and business decision makers• Talent sourcing, hiring and career development• Managing complex cloud software deployment and user adoption businesses • Collaborating internally to improve &amp; scale processes, product and overall customer experience• Media spokesperson with very strong verbal and written communication skills• Cross industry experience, including finance, insurance, advertising, pharma, retail, manufacturing, tech, telecomms &amp; governmentSpecialities: Sales, customer success, SaaS, consulting, customer experience, people leadership &amp; development, change management and adoption, press &amp; public speaking

Rav Dhaliwal

𝗧𝗼 𝗳𝗼𝘂𝗻𝗱𝗲𝗿𝘀 𝗮𝗻𝗱 𝗳𝗿𝗶𝗲𝗻𝗱𝘀 𝗶𝗻 𝗟𝗼𝗻𝗱𝗼𝗻—

𝗙𝗲𝗯𝗿𝘂𝗮𝗿𝘆 𝟭𝟬,  Ben Wright & I will be launching our new book, 𝘍𝘰𝘶𝘯𝘥𝘦𝘳-𝘓𝘦𝘥 𝘚𝘢𝘭𝘦𝘴 𝘌𝘹𝘱𝘭𝘢𝘪𝘯𝘦𝘥, and we’d love to see you there.

There will be a 𝗽𝗮𝗻𝗲𝗹 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻 and Q&A with us and Rishabh Mehrotra , 𝗖𝗼-𝗙𝗼𝘂𝗻𝗱𝗲𝗿 𝗼𝗳 𝗣𝗮𝘃𝗼 𝗔𝗜, who has used the book firsthand while building his company, 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗲𝗱 𝗯𝘆 𝘁𝗲𝗰𝗵 𝗷𝗼𝘂𝗿𝗻𝗮𝗹𝗶𝘀𝘁 Jennifer Riggins.

Expect a candid, honest conversation and practical GTM tips.

There'll also be time to network with fellow founders, operators, investors and compare notes on early go-to-market

And yes, everyone who attends will receive a 𝗳𝗿𝗲𝗲 𝗰𝗼𝗽𝘆 𝗼𝗳 𝘁𝗵𝗲 𝗯𝗼𝗼𝗸.

And, food & drink!

📍 London 
📅 February 10 
🎙 Panel: Ben Wright, Rav Dhaliwal & Rishabh Mehrotra (Pavo AI) 
🗣 Moderated by Jennifer Riggins 
🎁 Free copy of 𝘍𝘰𝘶𝘯𝘥𝘦𝘳-𝘓𝘦𝘥 𝘚𝘢𝘭𝘦𝘴 
👉 RSVP & details: https://luma.com/x6dq4ud4

Hope to see some familiar faces—and meet a few new ones.

Investor, Board Member, Author, Venture & Limited Partner at Crane Venture Partners | Top 25 Customer Success Influencer 2021 & 2022

Open article: Book Launch! “Founder Led Sales Explained” · Luma by luma.com

Book Launch! “Founder Led Sales Explained” · Luma

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Paul Bichsel

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The Battle

Paul Bichsel

Rav Dhaliwal

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Engagements

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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

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