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
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
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
ICYMI: New hope for AI ROI, plus governance debates, latency issues, and the data on AI slop
Your curated briefing on the latest news and ideas for AI-powered service operations
The Editors Of The Works
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
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
ICYMI: New hope for AI ROI, plus governance debates, latency issues, and the data on AI slop
Your curated briefing on the latest news and ideas for AI-powered service operations
The Editors Of The Works
2 min read
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The upside of AI upskilling
Companies can throw money at AI. But can they make it stick without spending on training?
Howard Rabinowitz
3 min read
One front door for Europe’s universities
Across the U.K. and the continent, IT teams are overcoming centuries of institutional autonomy to create a single experience for students and staff
Laura Rich
3 min read
The hardest seat at the table
From the cloud to Covid to AI, IT has absorbed the shock, rewritten the playbook, and quietly taught the rest of the business how to change
Dan Tynan
7 min read
ICYMI: New hope for AI ROI, plus governance debates, latency issues, and the data on AI slop
Your curated briefing on the latest news and ideas for AI-powered service operations
The Editors Of The Works
2 min read
The next AI shift in IT isn't speed. It's prevention.
Freshworks VP of AI Products Venkat Venkataraman on why "shifting left" means catching problems before they become tickets, and what it takes to get there
Silvina Gils-carbo
4 min read
The problem that never happens
Freshworks VP Jason Aloia on why ITSM's next act is about resolving issues before anyone notices
Derek Korte
4 min read
In the U.K., playing catch-up on AI
U.K. organizations are as sold on AI as anyone else. They're just the slowest to get it fully running, and it's costing them budget and peace of mind.
Laura Rich
3 min read
Freshworks named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms
Read the full report for more about the current state of ITSM
Dennis Woodside
2 min read