India, Feb. 5 -- Zendesk has announced a key leadership change as part of its ongoing operational and AI-led transformation. The company has appointed Craig Flower as Chief Operating Officer, tasking him with strengthening customer engagement, accelerating AI adoption, and improving execution across the organisation.

The move reflects Zendesk's focus on aligning strategy with operational discipline as customer service platforms increasingly shift towards AI-driven models.

In his new role, Flower will oversee efforts to maximise the value customers derive from Zendesk's AI tools. This includes simplifying adoption, improving service delivery, and supporting knowledge sharing across the Zendesk ecosystem.

A core element of this strategy ...