Zendesk has announced the appointment of Shashi Upadhyay as the new President of Product, Engineering, and AI. This strategic move is aimed at accelerating the company’s growth in customer and employee service, with a particular emphasis on leveraging artificial intelligence (AI) to enhance service offerings. Upadhyay brings a wealth of experience in technology and product leadership, with a proven track record in developing transformative products that elevate customer experiences.
Upadhyay’s Background and Expertise: Upadhyay joins Zendesk from Google, where he led the advertiser product portfolio and drove innovations in Google Ads, Google Analytics, DV3, SA3, and Performance Max—one of Google’s fastest-growing products. Prior to his tenure at Google, he founded Lattice Engines, which was acquired by Dun & Bradstreet (D&B) in 2019. At D&B, Upadhyay played a pivotal role in the company’s public offering in 2020. He has since become an active investor, with interests spanning energy storage, neuroscience, and enterprise infrastructure.
Zendesk’s CEO Statement:
“Shashi is a proven builder and visionary leader,” said Tom Eggemeier, CEO of Zendesk. “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. With Shashi on board, we’re set to deliver superior products that leverage AI to create meaningful human connections and drive disruptive innovation in customer and employee service.”
Upadhyay’s Role at Zendesk:
In his new role, Upadhyay will oversee Product Management, Engineering, AI, Design, Program Management, and Trust & Security. His leadership will be crucial in ensuring Zendesk’s product strategy remains agile, cohesive, and focused on delivering exceptional experiences for customers.
Upadhyay’s Vision for AI at Zendesk:
“Zendesk is a beloved brand with a rich history of innovation,” Upadhyay said. “AI presents a new opportunity to radically transform both customer and employee experiences. Having witnessed firsthand the power of technology to enhance human connections, I am excited about the opportunity to lead Zendesk’s efforts in this area. With Zendesk’s scale and the 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.”
Upadhyay’s appointment signals a pivotal moment for Zendesk as the company intensifies its focus on AI-driven solutions. With his extensive experience and customer-centric approach, Zendesk is poised for disruptive innovations that will redefine the service industry.
