Customer experience
Trends and insights about uncomplicating experience for customers, buyers, and partners
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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
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
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
5 min read
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
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
How to fast-track AI deployment in customer experience
Todd Krieger
4 min read
The chatbot economy
Chatbot technology investment is booming, with the strongest use cases emerging in specific sectors
Howard Rabinowitz
6 min read
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
5 min read