Singapore – Zendesk has confirmed the appointment of Craig Flower to the position of chief operating officer, with responsibility for enhancing customer engagement, strengthening service delivery across the organisation, advancing the company’s shift towards AI, and driving improvements in operational effectiveness.
In his new role, Craig will focus on increasing the value customers derive from Zendesk’s AI-enabled solutions by simplifying implementation, strengthening support capabilities, and promoting shared learning through a centre of excellence designed to facilitate collaboration between customers and employees.
He will also oversee efforts to refine and standardise processes, align operational functions, and accelerate execution of company-wide priorities. The appointment reflects Zendesk’s continued focus on an AI-first operating model and its broader strategy to elevate service outcomes for customers.
“Zendesk has the right strategy and real momentum; we’re expanding what’s already working to drive alignment and execution week in and week out,” Craig commented.
He added, “The window is wide open for us to lead AI for Service by staying customer-obsessed, accelerating an AI-first transformation across how we serve, sell, and operate, and achieving strong, measurable results through efficient, modern processes.”
Craig brings extensive experience in senior technology leadership and previously held the role of chief information officer at Zendesk. During his tenure as CIO, he led initiatives to modernise digital infrastructure, improve enterprise-wide connectivity, and deploy advanced analytics and AI capabilities to support internal teams and customer-facing operations.
“AI is fundamentally reshaping the future of customer service, demanding that all those serious about success operate with radical shifts in speed and efficiency,” Tom Eggemeier, CEO of Zendesk, stated.
“Craig is an unmatched leader with a relentless commitment to our customers, operations and transformation who will bring teams together and turn our vision into measurable outcomes, ensuring we stay aligned and focused on delivering outstanding value to our customers.”
Before joining Zendesk, Craig served as chief technology officer at TriNet, where he led product replatforming initiatives, digitised core workflows, and supported the organisation’s migration to cloud-based systems.
He also spent more than two decades at Hewlett-Packard as chief information officer, contributing to business model innovation, operational transformation, and technology-led change that supported revenue growth and margin improvement.
