Singapore – Zendesk, a customer experience tech firm, has recently welcomed Shashi Upadhyay as the new president of product, engineering, and AI. This strategic appointment follows the company’s commitment to further accelerate its next phase of growth in customer and employee service.
Taking on this role, Upadhyay is set to lead the product management, engineering, AI, design, program management, and trust & security. His focus will also be on driving a cohesive and flexible product strategy to help Zendesk’s customers excel in delivering top-tier experiences.
Throughout his experience in technology and product leadership, he also brings with him a proven track record of developing transformative products that enhance customer experiences. In fact, his extensive understanding of AI’s potential to drive business transformation, along with a focus on customer-centric design, positions him to lead Zendesk in leveraging AI for outstanding service.
Before joining Zendesk, Upadhyay led Google’s advertiser product portfolio and harnessed innovation as the leader of Google Ads, Google Analytics, DV3, SA3, and Performance Max.
He also established Lattice Engines, a firm acquired by Dun & Bradstreet (D&B) in 2019. In this previous role, he contributed to D&B’s public offering in 2020. Since then, he has also become an active investor in startups across various sectors, ranging from energy storage to neuroscience and enterprise infrastructure.
Commenting about the appointment, Tom Eggemeier, CEO at Zendesk, commented, “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,” he added.
Meanwhile, Upadhyay also shared his enthusiasm for the role, stating, “Zendesk is a beloved brand with a strong history of innovation. AI presents a new opportunity to radically transform the 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,” he concluded.
