How AI is moving service delivery beyond IT
The latest Freshservice Benchmark Report revealed breakout adoption and use cases for business-oriented service and AI. Freshworks’ Ravi Tharisayi explains why
The service silo problem has a solution, and it’s working
New benchmark data reveals that companies are adopting ITSM principles across the enterprise to deliver faster, smarter service
Howard Rabinowitz
4 min read
The talent paradox
With AI ascendant, a troubling dilemma has emerged: Employers demand more experience from their new hires while providing fewer opportunities to acquire it. Leading researcher Matt Beane sees how AI can help solve a problem it helped create.
James Daly
5 min read
When scale puts a squeeze on support
Hypergrowth can hit customer experience hard—here’s how to recognize challenges early and turn them into your competitive advantage
Janani Dwarakanath
10 min read
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Building a connected omnichannel experience
It’s important to provide support wherever your customers are, but without a unified view, it all falls apart
Natarajan Chandrasekaran
5 min read
Reimagining ITSM, back-to-school edition
How IT leaders at UPenn, USC, and Kent State are tackling the unique issues in higher ed
Laura Rich
3 min read
‘Tech at the sharp end of racing’
Computer Weekly goes trackside with Freshworks and McLaren Formula 1 team at the Belgian Grand Prix
Derek Korte
1 min read
When AI feels like a threat, not a tool
BCG’s Matt Kropp explains how leaders can overcome employee skepticism with hands-on opportunities, using AI themselves, and reframing its benefits
James Daly
4 min read
What comes after CSAT
AI is turning traditional experience metrics into real-time guidance—helping CX teams predict, personalize, and prevent issues before they escalate
Kristin Burnham
4 min read
Strategic decision-making in the age of AI
It’s easy to outsource a lot of tasks, but strategic thinking is still better done by humans
Geetha Rajan
3 min read
Powered by AI, IT service delivery hits all-time highs
The 2025 Freshservice Benchmark Report provides a roadmap for the future of IT support
Anusha Jha
3 min read
Zdatny: CX leaders need to escape ‘AI pilot purgatory’
Qualtrics’ latest report highlights the organizational roadblocks to delivering great customer support—and how to overcome them
Howard Rabinowitz
4 min read