Zendesk appoints Shashi Upadhyay as AI strategy leader

Zendesk has appointed Shashi Upadhyay as the new President of Product, Engineering, and AI, tasked with advancing the company's growth in customer and employee service sectors.

Shashi Upadhyay joins Zendesk with a wealth of experience from his previous position at Google, where he managed the advertiser product portfolio, spearheading innovations in offerings such as Google Ads, Google Analytics, DV3, SA3, and Performance Max, noted as one of Google's rapidly expanding products. Prior to his tenure at Google, Upadhyay founded Lattice Engines, which was acquired by Dun & Bradstreet (D&B) in 2019. He significantly contributed to D&B's public offering in 2020 and has since engaged in investment ventures across various industries including energy storage, neuroscience, and enterprise infrastructure.

Tom Eggemeier, CEO of Zendesk, expressed his confidence in Upadhyay's leadership capabilities, stating, "Shashi is a proven builder and a visionary leader. His bold energy and unwavering focus on customer needs are exactly what we need as we continue our transformation to lead the industry in AI for Service. I'm confident that under his leadership, we'll build superior products that not only leverage powerful AI capabilities, but also foster meaningful human connections. With Shashi on board, we're poised to embark on a journey towards disruptive innovations that will redefine both customer and employee service."

In his new capacity, Upadhyay will be responsible for Product Management, Engineering, AI, Design, Program Management, and Trust & Security. He is committed to ensuring that Zendesk's product strategy remains agile and cohesive, prioritising the enhancement of customer experiences.

Shashi Upadhyay remarked on his new role with optimism, saying, "Zendesk is a beloved brand with a strong history of innovation. AI presents a new opportunity to radically transform customer and employee experience. I have seen the power of technology in enhancing human connections. With Zendesk's scale and customer trust built over the years, we are uniquely positioned to drive this transformation. I look forward to leading the market in AI for Service."