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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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

Zendesk

I am proud to lead the Solutions Consultant team for Asia Pacific and Japan at Zendesk - the intelligent heart of customer experience. 
Our team strive to improve our customers customer experience by understanding their unique needs and demonstrating the value only our Zendesk platform, partners and wider team can provide.

Vice President, Solutions Consulting (APAC)

Director Solutions Consulting ASIA-Pacific and Japan

I am proud to lead the Solutions Consulting team for Australia and New Zealand at Zendesk where we help our customers succeed in providing the best possible outcomes for their customers!

Director Solutions Consulting Australia

Automation Anywhere

I am proud to lead the solutions consulting (pre-sales) team for Australia/New Zealand and South East ASIA.

Director Solutions Consulting

Pegasystems

Leading the overall team with direct responsibility for market growth, customer success and being a great place to work.

Regional Director Southern Region & NZ

Leading the Pega Australian Solution Consulting team, the best bunch of software consultants in the land!

National Solutions Consulting Manager

Working with customers and partners to solve business problems with Pega's unique Build for Change platform.

Consultant

IBM FileNet

Senior Consultant Enterprise Content and Process Management IBM FileNet

FileNet

Senior Consultant

Leading Solutions Consulting at Zendesk Asia-Pacific and Japan

Over the last 20 years I've worked with customer experience solutions and led software teams to improve our customers customer engagement, operational efficiency and compliance. I am proud to lead the Solutions Consulting team for Asia-Pacific and Japan at Zendesk.

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