How to cut through AI hype
In a recent Fast Company column, Freshworks CCMO Mika Yamamoto shares advice for how AI buyers can get the most from their AI investments—and fast
The following is adapted from a column by Freshworks Chief Customer and Marketing Officer Mika Yamamoto on Fast Company. Read the full article here.
We want software that boosts efficiency without sacrificing customer or employee experiences. Growth without complexity. Clarity without chaos.
With so many options, it’s easy to feel overwhelmed. And the stakes are high. A bad decision can ripple across the business. I’ve sat through the pitches, selected the vendors, and lived through the post-contract reality, when the tools either perform under pressure or fall flat.
Here’s what I’ve seen time and again: Leaders who make confident, high-impact decisions ask the right questions. They stay laser-focused on outcomes like improving CSAT or reducing resolution time by double digits—not just adopting AI for AI’s sake.
Slowing down to ask those questions is how you speed up real results. Push for specifics. Demand proof. The best vendors will welcome it.
