The hardest seat at the table
From the cloud to Covid to AI, IT has absorbed the shock, rewritten the playbook, and quietly taught the rest of the business how to change
Dan Tynan
7 min read
Freshworks named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms
Read the full report for more about the current state of ITSM
Dennis Woodside
2 min read
The cost of moving fast
As AI adoption becomes commonplace in the workplace, Fortune 100 leaders are expressing concern: Are we de-skilling a generation of workers? Matt Beane is there to hear them out—and provide some fixes.
Derek Korte
8 min read
Inaugural issue: The Works Magazine
The inside stories on how McLaren, New Balance, and others turn service performance into a competitive edge
Team Freshworks
12 min read
Articles and insights
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ICYMI: AI spending pressures, legacy IT strain, reskilling, and the end of the ‘SaaS apocalypse’
Your curated briefing on the latest news and ideas for AI-powered service operations
The Editors Of The Works
2 min read
The most AI-bullish industry is also the most overwhelmed by it
Financial services outspends every sector on AI and reports the greatest complexity burden. Here's what's driving the gap, and how some businesses are closing it.
Laura Rich
3 min read
The stakes of IT are different in health care
For cancer clinics, hospitals, and pharmaceutical companies, service management is part of the care delivery chain
Laura Rich
4 min read
AI’s real business payoff: abundance
In an interview with ComputerWeekly, Freshworks CIO Ashwin Ballal explains why AI gives agile enterprises the freedom to chase more ideas than their resources once allowed
Derek Korte
1 min read
Designing AI-powered software for agile enterprises
Instead of arranging screens, designers are shaping behavior and judgment, says Kedar Shiroor, SVP of design and research at Freshworks, so the end result 'just works'
Derek Korte
4 min read
AI transformations fail when they forget about people
Tools alone don’t make for successful service management. Wendy Turner-Williams lays out a people-focused AI transformation plan for leaders.
Howard Rabinowitz
4 min read
Refresh 2026: Unified data, agentic AI, and the agile enterprise
To help agile enterprises accelerate service transformation, company leaders unveiled new innovations in agentic AI and a unified platform approach
Silvina Gils-carbo
3 min read
The mid-market’s $16 billion drain
Mid-market organizations are investing more in AI than ever. Complexity is consuming the returns before they arrive
Laura Rich
3 min read