Singapore – Zendesk has appointed Tifenn Dano Kwan as its new Chief Marketing Officer as the company accelerates efforts to expand its AI-driven customer service offerings.
In the role, Dano Kwan will oversee the company’s global marketing organisation, focusing on market differentiation and pipeline growth as Zendesk continues its push toward what it describes as an “Autonomous Service Workforce.”
Dano Kwan joins Zendesk from Amplitude, where she served as Chief Marketing Officer and led the company’s transition into an AI-native analytics platform. According to Zendesk, her tenure at Amplitude saw a 52% year-over-year increase in website traffic, while the marketing organisation generated more than a third of the company’s marketing-sourced pipeline.
Before joining Amplitude, Dano Kwan held leadership roles at SAP, including chief marketing officer positions for SAP Ariba and SAP Fieldglass. She also previously worked at Collibra and Dropbox.
“Tifenn is a disciplined leader who understands how to connect marketing strategy to measurable growth,” said Tom Eggemeier, CEO, 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.”
The appointment comes amid growth in Zendesk’s AI business. The company said AI bookings more than doubled in fiscal year 2026 and are projected to exceed $400m in fiscal year 2027. Zendesk attributed the increase to customer adoption of its AI offerings, including agentic messaging and new voice and email AI agents.
“Agentic Service is the defining opportunity in CX right now and there’s no brand better positioned to lead it than Zendesk. 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,” said Dano Kwan.
Zendesk said Dano Kwan brings experience across several international markets, including Singapore, Sydney, Paris, and San Francisco, as the company looks to expand global demand for its AI-powered customer experience solutions.
