Customer experience
Trends and insights about uncomplicating experience for customers, buyers, and partners
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Why customer service AI keeps disappointing companies that did everything right
A “super agent” isn’t the answer. AI agents need specialization to deliver good CX.
Himanshi Goyat
• 5 min read
How does your customer service stack up?
Key takeaways from Freshworks’ 2026 Customer Service Benchmark Report
Sumana Srikanthan
• 2 min read
Why unified workspaces are now a business imperative
Fragmented stacks don't just frustrate customers. They quietly raise costs, slow agents, and cap what AI can actually do.
Roshan Romanee
• 4 min read
How customer service goes from ‘help’ to a strategic intelligence layer
Every customer interaction is a data point. An AI-native approach turns it into competitive advantage
Venki Subramanian
• 3 min read
A new, AI-inclusive org design
As AI agents join the team, leaders are rethinking roles and responsibilities for digital and human employees alike
Laura Rich
• 4 min read
AI governance is the missing link in customer service AI adoption
Meeting regulatory pressures and high customer expectations calls for a framework to establish trust
Manan Gupta
• 5 min read