successCX

CEO & Founder

Zendesk

Director of Customer Success

Presales Manager

BMC Software

Global Program Manager

Consulting Services Solution Manager

Senior Project Manager

Planwell Technology

Project Manager/Senior Consultant

Making CX work for your business!

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

Check out this bunch of legends in our latest Australian Team photo at SuccessCX - Awarded Partner of the Year 2025!

The team has been working hard to drive up our maturity and quality of what we deliver to our customers with the following tenets:

- Listening and understanding the customer needs, and delivering on those needs.
- Getting it right the first time.
- Leading change across all 3 pillars: people, process and technology.
- Strong collaboration and communication.
- Being innovative to fit the goals.



#prouddadmoment #CX #CustomerExperience

Paul Bichsel

No alternative text description for this image

We're very excited to partner with GlobeWest, the leading name in design and furniture, to deliver a unified customer experience across their channels! 

Thanks to Melitta and Jeremy for hosting us on-site for the kick-off this morning.

Account Relationship Manager @ SuccessCX | Customer-Experience Specialist, Sales Leader

Big news! 🏄  
 
We're thrilled to kick off an amazing project with the incredible team at GLOBEWEST!
 
GlobeWest is a market-leader in design, furniture and decor, serving both B2B/Wholesale and B2C channels. It's a sophisticated, growing business with unique support needs for each, and the team was looking for a way to create a seamless, unified experience across all their customer interactions.
 
Our mission is to help them bring this vision to life with a brand-new, modern support system. Our full platform rollout is confirmed for just eight weeks from now!
 
Thank you to Melitta St Just, Head of Customer Service, and Jeremy Owens, COO, at GlobeWest. Their leadership, clear vision, and collaborative spirit have been critical. Projects like this thrive on partnership and collaboration, and they've been true champions every step of the way.
 
We're able to achieve our goals thanks to a strong partnership: Zendesk's flexible platform provides the foundation, while the SuccessCX - Awarded Partner of the Year 2025, professional services team delivers the expertise needed to bring it all together for a successful launch.
 
This is just the start of what we'll be able to accomplish with this new partnership. 

#GlobeWest #Retail #Wholesale #Zendesk #SuccessCX #CX #Customerexperience #Teamwork #Partnership #Innovation

Everyone’s talking about AI like it’s the main event.
But for most contact centre leaders, it’s not even in the top three.

According to the ANZ Contact Centre Decision Makers Guide, the top priorities are:

1️⃣ Agent Empowerment

2️⃣ Increased Self-Service

3️⃣ Process improvements

AI? Not even close.

But here’s the twist! 

AI can support those goals. Copilot tools can boost agent confidence. Conversational AI can support effective self-service. It just needs to be positioned as an enabler, not a strategy in itself.

The lesson:
Tech is powerful, but people and process still drive outcomes. The best service leaders know how to connect all three.

#ContactCenter #CXStrategy #AIenablement #CustomerExperience

👋 The old idea of a contact centre as a "cost centre" is officially over. Today, we should think about turning every customer interaction into an opportunity for growth! 🚀

Technology is delivering major efficiency gains for Customer Service. It is allowing us to redefine what the Customer Service team is delivering - moving from reactive response to customer issues, and moving to proactively creating value and delivering great Customer Experiences - meeting the customer where they are. 

We need to empower agents with the right tools, processes and data to build loyalty and drive business growth, not just handle tickets.

That's the kind of transformation that happens when you redefine what's possible with CX. It’s a testament to the power of a strategic approach that combines smart tech with human talent.

If you don’t have a clear plan for how technology supports your customer experience, now’s the time to build one. 

👉 Link to book a call is in the comments. 

#CX #RevenueGrowth #CustomerExperience#SaaS#Innovation #FutureofWork #DigitalTransformation

Most companies are still making this mistake…

They treat CX as “support” — not a revenue driver.

When CX is sidelined, you:

⚠️ Create unnecessary friction for customers
⚠️ Lose loyalty
⚠️ Miss upsell opportunities
⚠️ Spend more acquiring replacements

When CX gets it right, the opposite happens:

✅ Retention = lower cost to serve
✅ Seamless = deliver service faster
✅ Loyalty = higher lifetime value
✅ Personalisation = more upsells

The companies winning in 2025?

They’ve given CX a seat at the revenue table.

--

If you don’t have a clear plan for how AI supports your customer experience, now’s the time to build one. 

SuccessCX helps organisations cut through the hype and get practical about AI in the contact centre.

👉 Link to book a call is in the comments.

Self-service has made a comeback — and it’s smarter this time.

Here are 3 reasons why it’s topping contact centre priority lists again:

1️⃣ Customer expectations have shifted.
People want to solve things themselves — but only if it’s intuitive and fast.

2️⃣ Agentic AI is changing the game.
We’re not talking rigid decision trees, that create frustration. We’re talking conversational flows that adapt and resolve.

3️⃣ Self-Service scales your business.
When done right, self-service delivers frictionless engagement without eroding the experience. It continues to deliver after hours and on weekends!

Leaders aren’t just launching bots anymore. They’re designing journeys and experiences — and AI is adding capabilities that serve your customers and your business well.

#SelfService #AIinCX #ContactCenterTrends #CustomerExperience

30% fewer tickets. 2x happier agents.

That’s the turnaround Timely achieved by rethinking how they use Zendesk with SuccessCX.

Here’s how 👇

🎯 Problem:
Support was phone-heavy and couldn’t scale.
Agents were burning out while juggling calls, emails, and admin.

⚙️ What we did:
• Shifted from phone-first to self-service with a redesigned help centre
• Added AI-powered article suggestions to reduce repeat questions
• Built smarter routing, triggers, and automations
• Created dashboards for visibility across all channels

📉 The results:
• 30% reduction in ticket volume
• 50% fewer phone calls to support
• 100% improvement in work-life balance scores
• 2x team satisfaction across the board

If AI in CX makes you think of chatbots, you’re missing the real story.

The biggest wins? They happen behind the scenes.

🤖 Supports Agents to deliver higher quality
🙋‍♂️Handles repeatable questions instantly
⏱ Operates 24/7 without burning out teams
📚 Acts as a “copilot” to ensure procedure is followed

The result:

🏆Your team spends more time on VIPs, complex enquiries, and high-value conversations.
🏆Quality of service increases
🏆Your customers get faster answers and deeper personalised experiences.

---

If you don’t have a clear plan for how AI supports your customer experience, now’s the time to build one. 

Let's cut through the hype and get practical about AI in the contact centre.

👉 Link to book a call is in the comments.

That’s what Linkly achieved after moving to Zendesk with SuccessCX.

Here’s what changed 👇

🎯 Problem:
Legacy systems made it slow and costly to onboard new merchants.
Support teams were stuck in silos, relying on manual processes and disconnected tools.

⚙️ What we did:
• Integrated Zendesk with DocuSign, Jira, and Slack for seamless workflows
• Automated merchant requests and document sign-offs
• Built real-time dashboards for visibility across teams
• Introduced guided macros and self-service for faster responses

📉 The results:
• 83% faster first contact resolution
• 98% faster merchant intake process
• 90% faster document sign-off
• One unified platform for support, sales, and onboarding

If you want budget for CX, you need one thing…

Proof it makes money.

❌ Stop measuring just CSAT and NPS.

✅ Start tracking:
📈 Quality and sentiment of each interaction
📈 Conversion rates on recommendations
📈 Click-through to checkout from support
📈 Net Revenue Retention (NRR)

Message to leadership: “Here’s the revenue CX generated this quarter.”

That’s when the budget conversation changes.

If you don’t have a clear plan for how AI supports your customer experience, now’s the time to build one. 

SuccessCX helps organisations cut through the hype and get practical about AI in the contact centre.

👉 Link to book a call is in the comments.

Taplio

Paul Bichsel's Linkedin Analytics

What is Paul talking about?

Who is engaging with Paul

's Best Posts (last 30 days)

Want to drive more opportunities from LinkedIn?