Zendesk has announced the appointment of Mitch Young as Senior Vice President of Asia Pacific, with responsibility for the company's growth in the region.
Mitch Young, a seasoned professional in the technology industry and customer experience sector, will oversee operations across several key markets, including Australia, India, Japan, and Singapore. In his new role, Young aims to facilitate the transformation of organisations through Zendesk's AI-powered customer experience (CX) solutions.
The company's regional business includes significant participation in sectors such as financial services, fintech, retail, and manufacturing, alongside engineering hubs based in Melbourne and Singapore, which play a vital role in product development globally. Young will operate from Melbourne as he takes on his new responsibilities.
Young brings a wealth of experience to Zendesk, having previously held positions at IBM and led the Asia Pacific region for ServiceNow for almost six years before a brief sabbatical. His extensive career includes managing business growth in mature and emerging markets throughout the Asia Pacific, and has seen him live in Singapore and Shanghai.
"This is a time of massive opportunity for us at Zendesk. As the company delivering the most comprehensive suite of AI-powered CX solutions, we are at an exciting inflection point. This aligns well with the macro opportunities in APAC, the region that is poised to deliver exponential growth in the global economy," Young remarked. "I am excited to be here, and work with our teams to support APAC businesses as they position themselves to take advantage of these growth possibilities."
Zendesk's report on CX Trends has highlighted the importance of AI in their strategy, indicating that CX leaders in the Asia Pacific who leverage AI report a significant 172% higher return on investment. Consumer expectations are also shifting, with 72% of Asia Pacific consumers now anticipating more personalised services through the use of AI.
Young further commented, "What I find most exciting about the CX space, at this time particularly, is how AI is enabling efficiencies and productivity gains across the board. Eighty-two percent of agents in APAC believe that having an AI copilot would help them do their job better. We're partnering with businesses whose impetus is retaining and growing their customer base, amid growing economies but also growing competition."
