Zendesk has appointed Craig Flower as Chief Operating Officer to strengthen customer engagement, improve operational performance, and support its shift toward an AI-first approach. Flower, who previously served as the company’s Chief Information Officer, will oversee efforts to help customers adopt Zendesk’s AI tools, streamline internal processes, and improve service delivery. In announcing the move, Zendesk said Flower will also lead a new center of excellence to encourage knowledge sharing between employees and customers.
Tom Eggemeier, Chief Executive Officer of Zendesk, said, “AI is fundamentally reshaping the future of customer service, demanding that all those serious about success operate with radical shifts in speed and efficiency,” adding that Flower will help turn the company’s plans into clear results for customers.
Flower brings decades of experience in technology and operations to the role. Before rejoining Zendesk’s executive team, he served as Chief Technology Officer at TriNet, where he led major product and cloud initiatives. Earlier, he spent more than 20 years at Hewlett-Packard as Chief Information Officer, guiding business and IT changes that supported revenue growth and efficiency. Flower stated, “Zendesk has the right strategy and real momentum; we’re expanding what’s already working to drive alignment and execution week in and week out,” noting that the focus will remain on practical results and consistent delivery for customers.