Zendesk names Craig Flower COO to drive AI first shift

Zendesk has appointed Craig Flower as Chief Operating Officer, expanding the remit of the company's former Chief Information Officer as it continues an AI-first shift in its customer service business.

Flower takes responsibility for customer engagement and service across Zendesk's operations. The company said he will also work on operational performance and on the pace of its move towards AI in products and internal processes.

Flower most recently served as Chief Information Officer at Zendesk. In that role, the company said he worked on IT systems and internal digital tools. Zendesk also credited him with work on insights and service workflows that used AI and machine learning.

Tom Eggemeier, Chief Executive Officer at Zendesk, said the appointment reflected the company's view of how customer service is changing.

"AI is fundamentally reshaping the future of customer service, demanding that all those serious about success operate with radical shifts in speed and efficiency," said Tom Eggemeier, CEO of Zendesk. "Craig is an unmatched leader with a relentless commitment to our customers, operations and transformation who will bring teams together and turn our vision into measurable outcomes, ensuring we stay aligned and focused on delivering outstanding value to our customers," added Eggemeier.

Operational brief

Zendesk said Flower will focus on how customers adopt the company's AI tools. The company described work on simplifying adoption and on support. It also outlined plans for knowledge sharing through a dedicated centre of excellence. The centre would involve Zendesk customers and employees, according to the company. It would cover learnings and best practices.

Zendesk also said the COO role will include streamlining processes and aligning operations across the business. The company linked the changes to faster execution of its strategy.

"Modern tech COOs blend customer focus, business strategy, technology, and operational excellence. 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," said Craig Flower, COO of Zendesk. "The window is wide open for us to lead AI for Service by staying customer-obsessed, accelerating an AI-first transformation across how we serve, sell, and operate, and achieving strong, measurable results through efficient, modern processes. Strategy matters, but execution wins," added Flower.

Career history

Before joining Zendesk, Flower served as Chief Technology Officer at TriNet. Zendesk said he worked on replatforming products and digitising processes. It also said he managed work related to a transition to cloud services.

Earlier, Flower held the position of Chief Information Officer at Hewlett-Packard. He spent more than 20 years at the company, according to Zendesk. The company said Flower worked on business model innovation alongside process and IT transformation. Zendesk linked that period to revenue growth and margin expansion at Hewlett-Packard.

AI product push

Zendesk sells customer service software used by companies to manage support conversations and workflows. It has positioned AI as a major part of its product development and go-to-market activity over the past year.

The company markets what it calls the Zendesk Resolution Platform. It includes AI agents and a knowledge graph. It also includes integrations, governance and measurement tools, according to the company's description.

Zendesk said it combines automation with human input in its approach to service interactions. The company also said its tools aim to improve efficiency and strengthen relationships between businesses and their customers.

Eggemeier's comments placed speed and efficiency at the centre of the shift, while also framing the COO appointment as part of a broader operational agenda. Zendesk said Flower will work across departments as the company builds internal structures around AI and customer-facing adoption.

Zendesk said Flower will concentrate on customer engagement and service across all parts of the business as the company continues its AI-first transformation.