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

Scalizer

Consultant Solutions IT / ERP

Port Cities

● Overseeing a portfolio of 6+ projects with an average budget of 20,000 AUD

My missions : 
● Support small and mid-size international pacific companies (Caledonian and Australian) in the implementation of the Odoo ERP and IT projects (websites)
● Control, with the help of KPI, of the progress and the good realization of the project in the respect of the scope, cost and schedule defined.
● Development and maintenance of strong relationships with customers, ensuring their needs and satisfaction are met.
● Coordination of multiple actors and stakeholders (client providers, developers, business analysts) located in different countries (Indonesia, New-Caledonia, Australia)
● Analysis of customer requirements, writing functional and technical specifications. 

Development of knowledge in various fields: accounting, analytical accounting, logistics, Australian Pay roll

Project Manager ERP

Voltalis

In autonomy, steering and monitoring of 4 web and mobile products within a developer team of about 10 people: 
● Qualify and frame the customer's need
● Identify and prioritize the business needs and requirements in the backlog
● Ensure continuity in the pace of deliveries
● Facilitate the implementation of the Agile methodology (in support of the Scrum team) in order to guarantee the good operational execution of the project
● Take leadership of scrum teams, define product vision, roadmap and growth opportunities, communicate with stakeholders throughout the project.

Jira / Confluence, creation and management : 
● Jira roadmaps
● Dashboards: allows the monitoring and organization of testing & release
● Creation of automations for tickets related tasks (passing a ticket from one board to another, filling in certain fields, etc...)

Product Owner

Veamly (ODF 9)

NLP assignments:
● Re-training of Google's NLP model: "BERT" using transfer learning to adapt its "knowledge" to a specific and specialized vocabulary
● Creation of ML models for classification

Webscrapping missions: 
● Creation of a script to retrieve a set of data on companies according to certain criteria (size, location, industry, etc. ...) via a site that lists them

Data scientist

École des Mines de Saint-Étienne

Single and partial development of a start-up model :
Offering a GPS to visually impaired people via a mobile app that vibrates the temples of their glasses to guide them.

Learning and acquisition of multidisciplinary skills: 
● Graphic design: Creation of the graphic charter (logo, typography, color code)
● Marketing: Definition and realization of the persona, of a BMC, of a PESTEL study, of the 4Ps, analysis of the competitors
● Finance: cost structure of a company: variable costs, fixed costs
● Legal: reflection on different types of french companies ("SARL", "UARL", etc...)

Elective "Entrepreneurship & Intrapreneurship" : Startup "VibraMap

Confédération Nationale des Junior-Entreprises

Negotiation and follow-up of a 3000€ project

These experiences within the JE have taught me: 
● Maintaining a client relationship
● Taking a step back from situations
● Sense of responsibility

Project Manager

Negotiation and follow-up of a 2500 € project

In charge of organizing the students’ graduation party. 

● Organization of a 10-month project
● Management of a team of 9 people
● Event gathering more than 250 people
● 20 000€ budget
● Prospection of artistic and photo providers
● Management of relations with local partners (room to rent, administration, other associations...)

President of the student association GALA

Sanofi

● Discovering the functioning of an R&D site of 2300 people 
● Technical missions concerning the digital transition of the telephony system 
● Followed a manager of 50 people and observed his management methods

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