How to manage the AI-to-human handoff
A seamless transition from chatbot to representative is key to customer loyalty
Dan Tynan
5 min read
5 questions to ask before buying CX software
In the age of AI, customers expect more from support. But with so many solutions on offer, how do you pick the right one?
Roshan Romanee
3 min read
Don't waste the time that AI saves
Competitive advantage lies not in simply deploying AI, but in the way leaders turn that found time into value.
James Daly
4 min read
The AI ROI roadmap
To escape pilot purgatory and realize real ROI, organizations need more than bold AI goals—they need to define a path to success.
Team Freshworks
8 min read
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7 predictions on how businesses will tackle complexity in 2026
Look for organizational gains, automation for the ‘messy middle layers of work,’ more AI agents, and ‘strategic simplicity’
Dan Tynan
4 min read
Get ready for ‘intelligent service’
In a recent Freshworks webinar, Forrester’s Julie Mohr shared insights on what’s next for ITSM and ESM
Team Freshworks
2 min read
Cineworld enhances the moviegoer experience
With Freshdesk automation handling routine inquiries, agents can focus on complex customer needs
Laura Rich
2 min read
How to move from frankenstack to flow
In a recent column on Forbes, Freshworks CIO Ashwin Ballal offers three steps to establishing a smooth operational flow
Ashwin Ballal
1 min read
Delivering the future of ServiceOps today
Freshworks completes FireHydrant acquisition
Srinivasan Raghavan
4 min read
Why every organization needs a 'Simplifier in Chief'
Unmanaged complexity is dragging down your business. Reducing friction can help you stay ahead of the pack.
Dan Tynan
7 min read
McLaren Formula 1 Team on AI and speed at Refresh Virtual Summit
In a fireside chat at Freshworks’ global event, Dan Keyworth shared how the racing team uses AI, automation, and Freshservice to stay competitive both on the track and behind the scenes
Laura Rich
2 min read
Is this the first AI Christmas?
As retailers brace for another holiday rush, many are laying the groundwork for agentic AI.
Kristin Burnham
4 min read