Julie Averill: ‘The job isn't about deploying technology anymore’
A conversation with author and former global CIO of Lululemon and REI Julie Averill on why leadership pitfalls doom business AI efforts
Derek Korte
• 3 min read
The paradox of getting bigger
The qualities that make a company nimble start to disappear right when growth demands them most
James Daly
• 4 min read
Live in 90 days
How deadline pressures helped three companies implement ITSM and scale fast
Laura Rich
• 3 min read
Expanding AI service beyond the chat window
Freddy AI Agent for Email brings automation to the inbox, with context, handoffs, and audit trails intact
Team Freshworks
• 3 min read
The paradox of getting bigger
The qualities that make a company nimble start to disappear right when growth demands them most
James Daly
• 4 min read
Live in 90 days
How deadline pressures helped three companies implement ITSM and scale fast
Laura Rich
• 3 min read
Expanding AI service beyond the chat window
Freddy AI Agent for Email brings automation to the inbox, with context, handoffs, and audit trails intact
Team Freshworks
• 3 min read
Articles and insights
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ICYMI: New models for AI spending and deployment, and a new definition for ‘CIO’
Your curated briefing on the latest news and ideas for AI-powered service operations
The Editors Of The Works
• 2 min read
How IT helps avoid holiday season mishaps
The 2026 shopping season is set against a backdrop of uncertainty, but IT teams in retail have ways to keep things running smoothly
Laura Rich
• 3 min read
Freddy AI Copilot’s next chapter
In Freshservice, Copilot matures from helpful assistant to proactive service partner
Team Freshworks
• 6 min read
September 2026 Freshworks product update
Freddy AI moves deeper into the core of service work
Team Freshworks
• 4 min read
Beyond the AI pilot in customer service
Freshworks’ latest CX benchmark report analyzes more than 33,000 teams—and 1.2 billion tickets—to show how businesses use AI to cut friction from their operations
Kady Srinivasan
• 2 min read
Turning service data into operational intelligence
Service data can tell a lot about how your organization really operates—but only if you know where to look
Dan Tynan
• 3 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
How does your customer service stack up?
Key takeaways from Freshworks’ 2026 Customer Service Benchmark Report
Sumana Srikanthan
• 2 min read