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!

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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

successCX

Managing the day-to-day operations for SuccessCX - Australia's #1 Zendesk Master Partner. We partner with innovative businesses to deliver the best experience to their customers. successCX's focus is to drive customer loyalty and increase lifetime value. We deliver value to businesses across a range of sectors, including medtech & pharma, digital health, e-commerce, fintech, retail, and real estate.

Director Of Operations

Department of Jobs, Precincts and Regions

Principal Project Officer, Office of Health and Medical Research

Acting Director, Innovation and Bio Economy

Sector Strategy Manager, Innovation, Digital and Bio Economy

Sector Strategy Manager, Medtech & Pharma

AusBiotech

Led the strategic development and implementation of AusBiotech’s programs and initiatives, including AusMedtech, Digital Health and AusAg & Foodtech that delivered value to members. Managed the development and implementation of strategy, policy and advocacy programs that promoted the growth of the life sciences sector. 
Responsibilities:
•	Lead and manage complex programs involving nine committees and two national flagship events
•	Build effective stakeholder relationships 
•	Develop strategies and policies to effectively advocate on key industry issues to stakeholders
•	Work closely with the executive team to grow membership, engage and build networks
Achievements
-	Utilised strong interpersonal skills to quickly develop effective stakeholder networks
-	Expertly led a sensitive project minimising negative impact to the business
-	Enhanced advocacy by improving quality and quantity of government submissions

National Programs Manager

Sinochem International Australia Pty Ltd

Responsibilities
•	Regulatory strategy development, implementation and resource management to meet KPIs.
•	Stakeholder engagement, both internal and external, to deliver timely product approvals.
•	SIA Technical Program Lead: manage cross-functional technical projects to delivery.
•	SIA/Monsanto Product Development program coordinator and liaison.
•	Strategic planning and implementation of Public Affairs and advocacy program. 

Achievements
•	KPIs delivered: 
-	Built highly proficient Regulatory group securing 44 APVMA registrations.
-	Superior program management skills expedited Roundup products to launch.
-	Minimised business impact of APVMA’s 2014 legislative changes. 
-	Developed the strategy and negotiated submission for novel product label. 
•	Created and now leads Technical Program, delivering marketing and regulatory projects.
•	Initiated a Crisis Management / Public Affairs strategy; proactively managing issues.

Regulatory Affairs Manager

Personally chosen to build the company’s Regulatory Department utilising the depth of my industry experience and management skills. 

•	Foundation employee of start-up agricultural chemical business.
•	Establish productive Regulatory department where none existed.
•	Deliver timely registration approvals to meet sales targets.

Regulatory Affairs Consultant

PARTNERSHIP PARETO PTY LTD

Project I
Project:	Manage food safety approval for genetically modified (GM) soy trait
Client:	Large multinational agricultural biotech company

Responsibilities
•	Develop and implement the strategic project plan for FSANZ GM food safety submission.
•	Utilise technical and local regulatory expertise to coordinate food safety application.
•	Primary liaise with FSANZ to negotiate approval for global US-based RA Team.

Achievements
•	Significantly enhanced the technical integrity of the food safety submission.
•	Gained food approval for GM soy trait to meet the deadline and budget.
 
Project II
Project:	A path to market for genetically modified (GM) canola in Australia
Client:	Australian Department of Agriculture, Fisheries and Forestry (DAFF)

Member of elite expert team selected to develop a novel framework-to-market for GM canola.

Responsibilities
•	Apply extensive biotech expertise to analyse global regulatory impact on GM canola market. 

Achievements
•	Developed acclaimed, novel Australian industry-wide framework for marketing GM canola.

Project Management Consultant

Monsanto Australia Limited

Appointed to establish and lead Australian GA / PA / RA team, based on negotiation and advocacy skills. 

Responsibilities 
•	Lead RA/GA/PA team of six; managed biotech and chemistry product portfolios. 
•	Negotiate with regulatory bodies APVMA, OGTR, FSANZ to ensure freedom-to-operate.
•	Implement strategic advocacy programs to more effectively engage key stakeholders.
•	Positively influence Federal and State Government policy, regulation and legislation. 
•	Committee representation: AusBiotech Victorian Branch Committee; APAC Codex Alimentarius Lead; AVCARE Biotech Committee and Monsanto IBC Secretary.

Achievements
•	KPI delivered: 
-	Mitigated PA issues via enhanced stakeholder engagement and advocacy.
-	Negotiated Roundup Ready Canola planting approvals in uncertain political environment.

Regulatory, Government and Public Affairs (RA/GA/PA) Lead

Monsanto Company

Promoted to US Head Office to manage global registration program for GM Bollgard® II cotton.

Responsibilities 
•	Lead cross-functional Bollgard® II Registration Committee to gain international approvals.
•	Build relationships with US regulators and global RA managers to secure global approvals.
•	Prepare all technical data packages and summary reports for global submissions.

Achievements
•	KPI delivered: US regulatory approval of Bollgard II cotton.

Regulatory Affairs Manager for Bollgard® II cotton

Successfully applied for an inter-company transfer because I specifically wanted to work with the novel agricultural biotech side of the business.

Responsibilities
•	Manage Monsanto’s biotech portfolio and liaise with Australian regulator, OGTR.
•	Prepare and submit biotech regulatory data packages.
•	Collaborate with Marketing and Sales Teams to commercialise Roundup Ready® cotton.

Achievements
•	KPI delivered: Roundup Ready® cotton approval during a fluid regulatory climate.
•	Rationalised canola trials and enhanced compliance by building a comprehensive database.
•	Contributed to OGTR framework and positively influenced regulatory environment.

Regulatory Product Manager

SEARLE PHARMACEUTICALS (MONSANTO LIFE SCIENCES COMPANY)

Responsibilities
•	Coordinated the Asia Pacific portfolio of registered pharmaceuticals and OTC products.
•	Liaise with Head Office and multiple regional stakeholders to support product registrations.
•	Provided expertise to Marketing Team for the development of product aids and materials. 

Achievements
•	KPIs delivered: approvals in APAC countries with uncertain regulatory requirements.
•	Coordinated global, cross-functional team that significantly improved APAC compliance.

Regulatory Affairs Associate

PRINCE OF WALES MEDICAL RESEARCH INSTITUTE (POWMRI), Neurodegenerative Research

Responsibilities
•	Analyse qualitative data to calculate neurodegenerative cell loss in the human brain.
•	Process and stain tissue samples and maintain the POWMRI human Brain Bank.
•	Develop histological protocols and prepare medical imagery for publication.

Achievements
•	Created first multi-site database and diagnostic tool for Brain Bank experimental data.

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