Singapore – Zendesk has appointed Tifenn Dano Kwan as Chief Marketing Officer, where she will oversee the company’s global marketing organisation, with a focus on market differentiation and pipeline growth.
Dano Kwan joins Zendesk from Amplitude, where she was CMO and led its go-to-market transition into an AI-native analytics platform. During her tenure, she oversaw a 52% year-on-year increase in website traffic and built a global marketing engine that contributed more than a third of the marketing-sourced pipeline.
Prior to Amplitude, she spent nearly a decade at SAP, serving as CMO for SAP Ariba and SAP Fieldglass, and held senior marketing leadership roles at Collibra and Dropbox.
Commenting on her appointment, Dano Kwan said, “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.”
She continued, “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.”
The appointment comes as Zendesk reports growing traction for its AI offerings, with AI bookings more than doubling in fiscal year 2026. The company expects this figure to more than double again in FY2027 to over US$400 million, driven by adoption of agentic messaging as well as new voice and email AI agents.
Zendesk is positioning the development within its broader push toward an “Autonomous Service Workforce” as demand rises for outcome-based AI solutions. Dano Kwan’s experience spans multiple global markets, including Singapore, Sydney, Paris and San Francisco, which the company said will support its international growth strategy.
“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.”
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