How AI is reshaping the modern IT team
As AI transforms operations, IT leaders face a new challenge: Building teams for a future that's still taking shape
Howard Rabinowitz
4 min read
Rehumanizing agent roles in the age of AI
AI that partners with humans changes the narrative from agent burnout to customer success brilliance
Natarajan Chandrasekaran
5 min read
The service silo problem has a solution, and it’s working
New benchmark data reveals that companies are adopting ITSM principles across the enterprise to deliver faster, smarter service
Howard Rabinowitz
4 min read
When scale puts a squeeze on support
Hypergrowth can hit customer experience hard—here’s how to recognize challenges early and turn them into your competitive advantage
Janani Dwarakanath
10 min read
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How to cut through AI hype
In a recent Fast Company column, Freshworks CCMO Mika Yamamoto shares advice for how AI buyers can get the most from their AI investments—and fast
Mika Yamamoto
1 min read
Katie King: CX innovators lead with empathy, not algorithms
Why companies need to use AI to not just optimize customer experience, but to humanize it
Howard Rabinowitz
4 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
Letting software sell itself
How a team at Freshworks is driving product-led growth
Preethi Panchabakesan
How AI is moving service delivery beyond IT
The latest Freshservice Benchmark Report revealed breakout adoption and use cases for business-oriented service and AI. Freshworks’ Ravi Tharisayi explains why
Removing silos that leave customers stranded
In a conversation on the CX Chronicles podcast, Freshworks CCMO Mika Yamamoto explains why complexity gets in the way of good customer experience
Laura Rich
1 min read
Building a connected omnichannel experience
It’s important to provide support wherever your customers are, but without a unified view, it all falls apart
Natarajan Chandrasekaran
5 min read
Reimagining ITSM, back-to-school edition
How IT leaders at UPenn, USC, and Kent State are tackling the unique issues in higher ed
Laura Rich
3 min read