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.

No alternative text description for this image

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

Zendesk

Sales Development Representative

Lead Development Representative

Mansi On Raymond

Receptionist at Mansi on Raymond, an accommodation service and their wellness centre Element at Mansi. This role includes a range of administrative tasks as well as assisting with organic social media efforts across social media platforms (Facebook and Instagram).

Receptionist and Digital Marketing Assistant

Collins Booksellers Sale

Casual Retail Sales Assistant at Collins Booksellers Sale. Having started as an after school junior, this role has evolved over time from doing the most basic of tasks such as tidying the store and stocking shelves, too assisting customers in person, over the phone and through social media. Initially establishing the Collins Booksellers Sale Instagram page and posting there and on Facebook when asked. Other tasks including taking payments and placing customer orders for stock not on hand, as well as processing invoices or working on returns.

Retail Sales Assistant

If you asked me to describe my job, I would tell you I work in sales but I don't do the selling part.

taplio

The Battle

Paul Bichsel

Jamie-Louise Kendell

Followers

Posts

Engagements

Likes

Performance ScorePaul Bichsel's LinkedIn Performance

Ready to grow your LinkedIn presence?

taplio

The Battle

Paul Bichsel

Jamie-Louise Kendell

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

Ready to grow your LinkedIn presence?

Performance ScorePaul Bichsel's LinkedIn Performance