Insights and articles

Blog
Experience

Why empathy, not just AI, is driving the future of business

Empathy can bridge the gap between technology and people, helping improve experiences for both employees and customers

Ashwin Ballal

4 mins read

Blog
Experience

Shep Hyken: How AI speeds ‘time to happiness’ for customers

At the Freshworks AI Summit, top CX expert explains how AI is redefining service

Janani Dwarakanath

2 mins read

Blog
Experience

The critical skill workers need in an AI-powered world

Workplace AI expert and author Matt Beane explains what interactional expertise is and why your career may depend on it

Howard Rabinowitz

4 mins read

Blog
Company News

Freddy AI Agent: A powerful new catalyst for superior CX and EX

Autonomous AI agents are transforming the way businesses provide fast, always-on service to customers and employees

Ramesh Parthasarathy

5 mins read

Blog
Experience

Mika Yamamoto at AI Summit: How AI supports customers and employees

Freshworks’ CCMO explains how a new generation of AI agents will drive productivity and job satisfaction

1 min read

Blog
Success

How AI helped improve service and employee support for these three companies

Total Expert, Woolacombe Bay Holiday Parks, and Kaizen AMS use AI-powered tools to solve issues faster and improve the experience for customers and employees

Derek Korte

2 mins read

Blog
Experience

Josh Bersin: Why we’ll learn to love AI agents

One of the leading minds in workplace tech sees a bright future for next-generation AI agents—and employees who work closely with them

Howard Rabinowitz

4 mins read

Blog
Research

With strategic ITSM, CIOs move beyond tickets and tech to help drive business strategy

A new Harvard Business Review Analytic Services report explores how strategic ITSM improves customer and employee experiences

Ashwin Ballal

1 min read