Customer experience

Trends and insights about uncomplicating experience for customers, buyers, and partners

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Customer Experience

To build the ultimate AI-powered CX team, start here

Best-in-class teams help companies bridge the gap between savvy CX strategy and AI’s potential to improve customer experience

Howard Rabinowitz

5 min read

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Employee Experience

Complexity is a leadership decision that saps AI innovation

An uncomplicated approach is a choice—and a competitive advantage—says Freshworks CEO Dennis Woodside

Dennis Woodside

1 min read

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Customer Experience

Simplicity and speed: How top customer support teams are thriving with AI

Freshworks’ 2025 Customer Service Benchmark Report shows key characteristics that distinguish CX leaders from their peers

Laura Rich

Laura Rich

5 min read

Blog
Customer Experience

AI’s ‘double payoff’ is emerging in retail

Retail industry analyst Bryan Gildenberg sees AI adoption dually supporting better IT service and customer support

Howard Rabinowitz

2 min read

Blog
Customer Experience

How (and where) AI is showing ROI in customer support

A new Freshworks benchmark study reveals AI strategies that scale

Varun Krishnan

2 min read

Blog
Customer Experience

How to fast-track AI deployment in customer experience

Todd Krieger

4 min read

Customer Experience

The chatbot economy

Chatbot technology investment is booming, with the strongest use cases emerging in specific sectors

Howard Rabinowitz

6 min read

Blog
Customer Experience

New roles, new rules: How AI is reshaping jobs in customer service

Customer support leaders are creatively deploying AI—not to automate agents out of work, but to pair them with agents in strategic ways that drive results

Dan Tynan

Dan Tynan

5 min read