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

Port Cities

Sales Manager

• Sales Manager Oceania 
• Management of a sales pipeline of over 100 opportunities from SMEs to large companies
• Project management with developers, business analysts and project managers 
• Business and gap analysis
• Odoo demonstration
• Pre-sales qualification
• Sales forecasting and P&L management

Sales Executives and Account Manager

Alphalog Calédonie

IAE AMIENS - Ecole universitaire de management

• Cours unit 5 : " Project management " 
• Teaching students in Master 2 EMP (Entrepreneurship and Project Management) at the UPJV in Amiens
• Sharing the results of my thesis on the financing of innovation
• Project pitch training

Lecturer

Meltwater

• Creation and management of a pipeline of several hundred prospects from all sectors
• Daily prospecting on the French market 
• Development of a sales methodology 
• Responsible for the entire sales process : prospecting to the signing of a contract
• Responsible for an individual monthly quota
• Daily monitoring on the tech sector and the Saas industry
• Development in a global company with daily English practice

Junior Accounts Executive

Caisse d'Epargne Hauts de France

• Reach the commercial and profitability objectives of the portfolio entrusted to me
• To analyse and manage performance To develop the NBI of my portfolio by establishing a long-term partnership with my customers
• To examine credit files within the framework of the procedures and policies in force
• To ensure the quality and monitoring of counterparty risks 
• To represent and promote the image of the Caisse d'Epargne HDF
• Daily meetings with C-level customers

Corporate Account Manager

• Supporting branch managers and the professional market manager in meeting prospects in the area
• Managing and leading the Caisse d'Epargne branches

Account Manager

Standbuy

Team leader at musical events between 4 and 10 times a year
• Management of a team of 5 to 30 people (training, induction, safety, organisation) 
• Management of the waiter service
• Stock management 
• Coordination with area managers

Team Leader

OPTEOS, INC.

Business Administrative Assistant

Sales and administrative assistant

With a degree in management and project management, I like new technologies, innovation and its financing.
Curious by nature, I like to get out of my comfort zone to discover new fields and industries
My background leads me to be persistent in the projects I am involved in.


"No stone can be polished without friction, no man can perfect his experience without trials" Confucius

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