Zendesk Appoints CMO Following Expanded AI Product Offering

Zendesk has named Tifenn Dano Kwan, formerly the CMO of Amplitude, as its new Chief Marketing Officer.

The move comes as Zendesk looks to accelerate its push into its ‘Autonomous Service Workforce’ offering – which replaces standard deflection-based bots with specialised AI agents operating across all channels and use cases.

In her role, Tifenn will oversee the company’s global marketing organisation as it moves towards this approach, with a specific focus on market differentiation and pipeline.

“This is a company with a bold vision and a unique opportunity to help redefine customer experience in the AI era,” Tifenn says on LinkedIn. “Zendesk is in a powerful position to lead this next chapter, and I’m energised to help write what comes next.”

She continued: “The future of customer experience is being written – and I couldn’t be more excited to help shape it.”

Leading AI-driven marketing

In her former role as Chief Marketing Officer for Amplitude, Tifenn helped reposition the company, leading its go-to-market transition from product analytics to an AI-native analytics platform. 

During her tenure, she drove a 52% increase in website traffic, a 90% increase in community membership growth and built end-to-end ROI analytics, while scaling a 60-person global marketing organisation. 

Before joining Amplitude, she held the Chief Marketing Officer position at Collibra for just under two years, where her key priorities involved building integrated web and digital experiences, automating lead to revenue workflows and increasing the focus on customer value and advocacy. 

“Tifenn is a disciplined leader who understands how to connect marketing strategy to measurable growth,” says Tom Eggemeier, CEO of Zendesk. “As we reinvent Zendesk for the next generation of customer service, Tifenn’s deep expertise in scaling pipeline, leading AI-driven marketing and aligning GTM functions will be essential. 

“Her ability to articulate the tangible value of our technology makes her the right person to lead our brand as we move toward an autonomous service workforce.”

According to the company, Tifenn’s deep international leadership experience – having held leadership positions across Singapore, Sydney, Paris, and San Francisco – will help her drive global demand for Zendesk as market demand for outcome-based AI solutions outpaces general-purpose alternatives. 

AI product demand increases

Tifenn’s appointment coincides with significant business momentum for the company’s AI offerings. 

Zendesk’s AI bookings more than doubled in fiscal year 2026, and the company says it is on track to more than double that figure again in fiscal year 2027 – reaching more than US$400m. 

In May, the company announced key updates it had made to its services for the agentic era. This includes the launch of Agent Builder, a no-code interface enabling companies to build and deploy custom AI agents, expansions to Zendesk AI and the announcement of fully autonomous AI agents for internal employee support. 

“Agentic Service is the defining opportunity in CX right now and there’s no brand better positioned to lead it than Zendesk,” says Tifenn. “Years of category leadership have built a level of trust and credibility with the market that you can’t manufacture overnight, and that equity is exactly what’s needed to take AI from promise to proof. 

“Our true structural moats lie in our deep industry vertical expertise, our massive knowledge and data foundation and a platform with trust and governance engineered directly into it. I’m excited about the opportunity to further extend and amplify Zendesk’s category leadership in the AI era.”