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
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
Articles and insights
Filter by category
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
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
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
‘Tech at the sharp end of racing’
Computer Weekly goes trackside with Freshworks and McLaren Formula 1 team at the Belgian Grand Prix
Derek Korte
1 min read
When AI feels like a threat, not a tool
BCG’s Matt Kropp explains how leaders can overcome employee skepticism with hands-on opportunities, using AI themselves, and reframing its benefits
James Daly
4 min read
What comes after CSAT
AI is turning traditional experience metrics into real-time guidance—helping CX teams predict, personalize, and prevent issues before they escalate
Kristin Burnham
4 min read