Zendesk appoints Tifenn Dano Kwan as CMO

Zendesk has appointed Tifenn Dano Kwan as chief marketing officer as the company looks to scale global demand for its AI customer service products.

Dano Kwan joins from Amplitude, where she was CMO and led the company’s go-to-market transition into an AI-native analytics platform.

She has also held senior marketing roles at SAP, including CMO roles for SAP Ariba and SAP Fieldglass, as well as leadership roles at Collibra and Dropbox.

At Zendesk, Dano Kwan will lead the global marketing organisation, with a focus on market differentiation and pipeline growth.

The appointment comes as Zendesk pushes further into what it calls the “autonomous service workforce”, following the rollout of agentic messaging and new AI agents for voice and email.

Zendesk said its AI bookings more than doubled in FY26 and are on track to more than double again in FY27 to more than US$400 million.

“Tifenn is a disciplined leader who understands how to connect marketing strategy to measurable growth,” said 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.”

Dano Kwan said agentic service is the defining opportunity in CX.

“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,” she said.

“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.”

Dano Kwan has worked across Singapore, Sydney, Paris and San Francisco.