Bangalore: Zendesk has appointed Shashi Upadhyay as the new President of Product, Engineering, and AI. In this strategic leadership role, Upadhyay will drive Zendesk’s next phase of growth, focusing on leveraging AI to enhance customer and employee service. With extensive experience in technology and product leadership, Upadhyay is set to accelerate the development of transformative products that improve customer experiences across industries.
Upadhyay brings with him a wealth of experience from his previous role at Google, where he led the advertiser product portfolio, overseeing key innovations in Google Ads, Google Analytics, DV3, SA3, and Performance Max – one of Google’s fastest-growing products. Before his tenure at Google, Upadhyay founded Lattice Engines, which was acquired by Dun & Bradstreet (D&B) in 2019. He played a crucial role in D&B’s public offering in 2020 and has since become a prominent investor in startups across sectors including energy storage, neuroscience, and enterprise infrastructure.
“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,” said Tom Eggemeier, CEO of Zendesk. “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.”
In his new role, Upadhyay will oversee multiple key areas including Product Management, Engineering, AI, Design, Program Management, and Trust & Security. He is committed to ensuring that Zendesk’s product strategy remains agile, cohesive, and customer-focused, with a clear emphasis on delivering exceptional service experiences.
“Zendesk is a beloved brand with a strong history of innovation. AI presents a new opportunity to radically transform customer and employee experience,” said Upadhyay. “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.”
With Upadhyay’s leadership, Zendesk aims to continue building on its reputation for excellence in customer service, driving innovation with AI to create truly exceptional products and experiences for its global customer base.
