Omnichannel means solving problems, not adding channels
A decade of “be everywhere” thinking has left customers repeating themselves. AI-driven connected intelligence makes omnichannel finally work the way it should
Jenny Petersen
3 min read
Uncomplicating employee experience beyond IT
Freshworks expands Freshservice’s direct access to every business team
Sriram Iyer
3 min read
5 steps to break the cycle of organizational chaos
In a new book, two management gurus lay out a framework for fighting inefficiency, reactivity, and other workplace ills
James Daly
6 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
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How long should your AI transformation take? Longer than you think.
The right question isn’t ‘When are we done?’ It’s ‘Are we continuing to make progress?’
Dan Tynan
6 min read
How Leeds Building Society built an IT foundation for transformation
A planned IT overhaul was blocked by a tangle of outdated systems and manual processes. Freshservice helped get it back on track.
Laura Rich
1 min read
The new rules of IT resilience
How the best teams prevent problems before employees notice
Shekhar Teny
2 min read
95% of AI pilots fail. Here’s a 3-stage path forward
Don’t blame AI. Blame a rush to skip over the hard work of strategy
Ryan Brelje
5 min read
Can AI fight corporate groupthink?
CrowdSmart’s Kim Polese reveals how people-first AI transforms slow, biased decision-making into rapid collective intelligence
James Daly
7 min read
How New Balance found its single source of truth
Freshworks helps the athletic brand go from fragmented IT to a unified platform, with visibility across a global network
Laura Rich
1 min read
How the McLaren Formula 1 Team keeps complexity off the track and out of IT
With Freshservice automating workflows and helping to resolve incidents quickly, the focus can remain on winning every race
Team Freshworks
1 min read
Service as a growth strategy
As customers connect with businesses through messaging platforms like Apple Messages for Business, service becomes an opportunity for growth
Manan Gupta
5 min read