Zendesk has named Tifenn Dano Kwan as chief marketing officer. This appointment comes as Zendesk accelerates its push into creating a true Autonomous Service Workforce. Dano Kwan will oversee the global marketing organisation with a specific focus on market differentiation and pipeline.
Dano Kwan joins Zendesk from Amplitude, where she served as CMO, leading the company’s strategic go-to-market transition into an AI-native analytics platform. During her tenure, she oversaw a 52 per cent year-over-year increase in website traffic and built a global marketing engine responsible for over a third of marketing-sourced pipeline.
Prior to Amplitude, her executive career includes nearly a decade at SAP, where she served as CMO for both SAP Ariba and SAP Fieldglass, as well as leadership roles 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.”
This appointment coincides with business momentum for Zendesk’s AI offerings. AI bookings more than doubled in fiscal year 2026, and the company is currently on track to more than double that figure again in fiscal year 2027 to over $400 million. This surge in demand reflects widespread customer adoption following the recent rollouts of agentic messaging alongside 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.
Dano Kwan steps into the role as market demand for specialised, outcome-based AI solutions outpaces general-purpose alternatives. Her executive career spans major global markets, including leadership positions in Singapore, Sydney, Paris, and San Francisco. She will put this deep international experience to work immediately to drive global demand for Zendesk.
