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
The bottom line for trust in financial services? IT.
When legacy IT systems work against employees at financial institutions, the consequences reach far beyond the help desk
Laura Rich
4 min read
AI transformations fail when they forget about people
Tools alone don’t make for successful service management. Wendy Turner-Williams lays out a people-focused AI transformation plan for leaders.
Howard Rabinowitz
4 min read
Refresh 2026: Unified data, agentic AI, and the agile enterprise
To help agile enterprises accelerate service transformation, company leaders unveiled new innovations in agentic AI and a unified platform approach
Silvina Gils-carbo
3 min read
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The mid-market’s $16 billion drain
Mid-market organizations are investing more in AI than ever. Complexity is consuming the returns before they arrive
Laura Rich
3 min read
Refresh 2026 recap: Shifting from tickets to prevention with AI
Freshworks introduces the AI maturity curve for IT service operations and illustrates how companies are advancing value with AI
Silvina Gils-carbo
2 min read
Dennis Woodside at the Fortune COO Summit
Freshworks’ CEO made the case that AI transformation starts with a business problem, not a technology decision
Laura Rich
1 min read
The AI police arrive in August. Is your company ready?
States, countries, and the EU have been developing AI regulations—this summer they begin enforcement
Howard Rabinowitz
6 min read
How to build a service transformation culture
The secret isn’t in the software, it’s in the way you treat your people
Dan Tynan
5 min read
Overheard at Refresh 2026
Six conversations with tech outlet theCUBE on AI, IT, and doing the work that matters
Derek Korte
3 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
Don’t ban shadow AI. Bring it into the light.
The signal from unsanctioned AI use isn’t always a compliance issue; sometimes it’s employees telling you what they need
Howard Rabinowitz
5 min read