Shana Simmons is the new Chief Legal Officer at Zendesk, as the CX solutions specialist looks to protect itself against the "complexities" of an AI-influenced marketplace.
Simmons will supervise all legal operations at Zendesk, offering guidance on strategic initiatives and directing corporate governance efforts.
The new CLO replaces Shanti Ariker, the former General Counsel and Chief Privacy Officer at the company, who joined the software supply chain platform provider JFrog last year.
Speaking about the appointment of Simmons, Tom Eggemeier, CEO of Zendesk, outlined how AI is providing new and unique legal challenges – commenting:
"The CX industry is undergoing a fundamental transformation as next-generation technology like AI becomes essential for meeting customer demands. Shana’s strategic insights and expertise will help us navigate the complexities of a rapidly changing marketplace.
Her leadership will ensure our products are built responsibly and uphold our core values of trust, transparency, and a commitment to our customers’ best interests.
These AI concerns appear to be shared by video communications giant, Zoom, who recently appointed Cheree McAlpine as its new Chief Legal Officer – suggesting a possible trend amongst these major software providers.
Indeed, one could argue that McAlpine’s appointment was in response to the recent criticism that Zoom has faced due to its use of AI and customer data.
The complaints stemmed from difficulties users encountered when attempting to opt out of various AI features, such as automated meeting summaries – leading to concerns regarding the use of user data to enhance Zoom's AI services.
In discussing the risks of GenAI in a recent article, Kenneth White – Manager of Institutional Governance at the World Economic Forum – highlighted the importance of CLOs: