Refresh 2025 North America

Laura will welcome Freshworks CEO, Dennis Woodside for a special address to the partner community. In this keynote, CEO to share the company’s vision, strategic priorities, and the crucial role partners play in driving customer success, and mutual growth. A great opportunity for partners to hear directly from Freshworks CEO on how we’re building the future together.

AI, automation, and data intelligence are no longer future promises—they’re reshaping how IT leaders deliver value today. 

In this session, we’ll cut through the hype and focus on what matters: reducing resolution times with AI-powered reporting, driving cost efficiency through smarter automation, and unlocking proactive operations with unified data. You’ll gain a clear view of which trends are most relevant to ITSM, and how Freshservice is turning them into capabilities that improve service delivery and business outcomes.

Most organizations approach AI with a cost-cutting mindset: how do we reduce headcount, slash operational expenses, or automate away problems? But leading analysts are seeing a fundamental shift. Gartner reports that 50% of organizations will abandon workforce reduction plans due to AI by 2027, while McKinsey reveals 87% of executives now expect AI to drive revenue growth within three years. The Freshdesk Customer Service Benchmark Report confirms this trend: companies achieving 248% ROI aren't just cutting costs—they're driving exponential growth through smart AI deployment.

Learn why the smartest companies aren't asking "how much can we save?" but "how much can we grow?"

An open and insightful fireside chat focused on the pivotal role of partnerships in our product, marketing, and sales strategy. Partners will hear directly from our leaders on how we’re evolving to better support our partners, aligning market opportunity, and creating shared value through deeper collaboration. (GTM, AI, Vision & Why Us - Why Freshworks?)

An endless stream of alerts, late-night bridge calls, and unclear ownership are more than just stressful—they cost valuable time, money, and credibility. 

In this session, learn how Freshservice is transforming incident response to cut resolution times, reduce business disruption, and free teams from firefighting. 

We’ll show how AI-driven correlation, enriched incident context, service health visualization, and smarter on-call management work together—and how Freshworks uses this blueprint internally to build resilience and restore confidence in IT operations.

Customers don't think in channels—they think in outcomes. Yet most organizations still operate in silos that fragment experiences and erode competitive advantage.

Using exclusive data from the Freshdesk CX Benchmark Report, we'll show how market leaders achieve faster resolution and higher satisfaction by unifying voice, chat, email, and self-service. 

Walk away with a benchmarked performance assessment, proven ROI models, and a strategic roadmap to transform CX from cost center to competitive differentiator.

Overview of Freshworks partnership vision , changes in Partner Program, why they matter, and how they support partner success. Insights on upcoming initiatives, collaboration opportunities, and innovation in 2026.

For years, people have said the CMDB is dead, too difficult to build, too complex to maintain, and impossible to achieve. The truth is that without a CMDB, IT teams are left without the visibility needed to solve problems, ensure compliance, or support business continuity. In this session, we will discuss how a CMDB can serve as the foundation for faster problem resolution, stronger risk mitigation, and informed executive-level decision-making. You’ll see practical examples of how leading organizations are leveraging the CMDB to accelerate their businesses and establish competitive differentiation.

The next wave of CX isn’t about automation vs. humans—it’s about partnership. While AI resolves standard requests at scale, agents step in with the empathy, creativity, and judgment that drive true loyalty.

This session showcases how leading organizations are redesigning support workflows to blend the best of both:

• AI Agents that resolve with precision

• Copilots that boost human interactions

• Teams empowered to focus on complex problem-solving and relationship building

This session explores key trends in Customer Experience (CX), Employee Experience (EX), and Enterprise Services within IT Service and Asset Management (ITSM/ITAM).

We'll cover innovations like AI-driven support, proactive service models, hyper-personalization, and omni-channel delivery and how top organizations use them to boost satisfaction, productivity, and business value.

Enterprise Service Management (ESM) is more than extending ITSM—it’s a way to streamline service delivery, cut silos, and drive measurable business impact. 

In this panel, Freshservice customers will share practical stories of taking ESM beyond IT into HR, facilities, and legal. Hear how they secured buy-in, managed change, and realized benefits like faster resolution, higher adoption, and improved employee experience. 

Leave with peer-tested insights and proven strategies to confidently lead your own ESM transformation.

Get proven strategies from companies already winning with AI. Hear specific metrics and outcomes from CX leaders who've successfully deployed Freddy AI. Learn how they overcame common adoption challenges, what worked (and what didn't), and actionable tactics you can implement.

In this session, we’ll showcase our latest product enhancements built to power the modern service organization. 

From intelligent root cause analysis and smart routing to our new ESM SKU and an upgraded service catalog experience, this session brings it all to life. 

Join our product experts for live demos that show how these capabilities work—and how they help you resolve faster, scale smarter, and deliver seamless service across the enterprise.

See Freshdesk in action —  as a complete, AI-powered customer service software. This live walkthrough ties together everything we’ve explored during the day:

• Omnichannel design

• AI agents and copilots

• AI-powered insights 

Whether you’re new to Freshdesk or looking to expand your use, this demo is designed to show the unified power of CX.

Panel with partners and their customers as they share how they’ve successfully addressed real-world (EX) and (CX) challenges. The strategies they used to meet evolving customer needs, and how Freshworks supported them throughout the journey from solution design to delivery. This session will be a showcase of collaboration, innovation, and the power of partnership in action.