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Zendesk Japan, Inc., the leading AI-powered support platform company, today announced that Taro Mori has been appointed Representative Director and President, effective July 2025.
Mori was most recently employed at SAP Japan Co., Ltd., where he led the significant growth of the Japanese business both before and after the acquisition by SAP at SuccessFactors Japan Co., Ltd. Prior to that, he worked at Oracle Corporation Japan and Japan Research Institute, Ltd., where he worked to build highly productive teams and a strong organizational culture, and achieved success in the fields of organizational management, market development, and technical sales for IT companies in Japan.
Zendesk has been steadily expanding its business since entering the Japanese market in 2013. Japan is an important market for Zendesk, and the company has a team of about 80 employees in sales, consulting, customer success, etc., providing services to companies in a wide range of industries, including manufacturing, retail, transportation, and travel. Zendesk has been developing services that utilize agentic AI (autonomous AI) from an early stage, and recently announced the Employee Services Suite for in-house support teams.
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According to Zendesk’s annual survey, ” CX Trends Report 2025 ,” 71% of Japanese consumers believe that “within the next two years, individuals will use AI assistants to automate interactions with companies,” while only 59% of companies are making preparations to use AI assistants in customer service. Under Mori’s leadership, ゼンデスク will promote the introduction of AI-based SaaS services, providing Japanese companies with AI-based response automation and business efficiency, as well as new experiences created by AI agents.
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