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
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
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
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
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
The agile enterprise’s trick to winning with AI? Tidying up.
In a recent Fortune column, Freshworks CEO Dennis Woodside makes the case that mid-market companies winning with AI are outexecuting, not outspending, the competition
Derek Korte
1 min read
Build the future of AI-first service
Freshworks’ May launch delivers the innovations and the playbook to deliver AI-powered service transformation
Srinivasan Raghavan
14 min read
Why 47% of your workforce is working in the dark
An analysis of IT requests shows the rise of a “ghost shift” as flexible jobs have extended the workday. IT support isn’t keeping up.
Srinivasan Raghavan
3 min read
AI is only as smart as the context behind it
A conversation with Freshworks VP of product management Jason Aloia
Derek Korte
4 min read
In manufacturing, ITSM is part of the supply chain
Fragmented and siloed systems, manual processes, outdated workflows—today’s manufacturers have no time for this
Laura Rich
4 min read