95% of AI pilots fail. Here’s a 3-stage path forward
Don’t blame AI. Blame a rush to skip over the hard work of strategy
Ryan Brelje
5 min read
How New Balance found its single source of truth
Freshworks helps the athletic brand go from fragmented IT to a unified platform, with visibility across a global network
Laura Rich
1 min read
How long should your AI transformation take? Longer than you think.
The right question isn’t ‘When are we done?’ It’s ‘Are we continuing to make progress?’
Dan Tynan
6 min read
Can AI fight corporate groupthink?
CrowdSmart’s Kim Polese reveals how people-first AI transforms slow, biased decision-making into rapid collective intelligence
James Daly
7 min read
Articles and insights
Filter by category
NHS Christie replaces inbox chaos with AI-powered ITSM
At Europe’s largest single-site cancer hospital, Freshservice and Freddy AI Copilot are streamlining IT for 4,000 clinicians and staff
Laura Rich
1 min read
How the McLaren Formula 1 Team keeps complexity off the track and out of IT
With Freshservice automating workflows and helping to resolve incidents quickly, the focus can remain on winning every race
Team Freshworks
1 min read
Service as a growth strategy
As customers connect with businesses through messaging platforms like Apple Messages for Business, service becomes an opportunity for growth
Manan Gupta
5 min read
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
Meet the faces of Freshworks: Callum Jones
As a field marketing lead, Jones spends his days telling the Freshworks story. In his spare time, he’s cycling across the Channel
Team Freshworks
2 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
How Creditsafe eliminated the "black hole" between teams
Freshworks integration connects customer-facing and tech teams, boosting resolution rates to 90% in 8 hours
Laura Rich
1 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