Employee experience
Trends and insights about uncomplicating experience for employees
How AI is reshaping the modern IT team
As AI transforms operations, IT leaders face a new challenge: Building teams for a future that's still taking shape
Howard Rabinowitz
4 min read
The service silo problem has a solution, and it’s working
New benchmark data reveals that companies are adopting ITSM principles across the enterprise to deliver faster, smarter service
Howard Rabinowitz
4 min read
How AI is moving service delivery beyond IT
The latest Freshservice Benchmark Report revealed breakout adoption and use cases for business-oriented service and AI. Freshworks’ Ravi Tharisayi explains why
When AI feels like a threat, not a tool
BCG’s Matt Kropp explains how leaders can overcome employee skepticism with hands-on opportunities, using AI themselves, and reframing its benefits
James Daly
4 min read
Powered by AI, IT service delivery hits all-time highs
The 2025 Freshservice Benchmark Report provides a roadmap for the future of IT support
Anusha Jha
3 min read
The talent paradox
With AI ascendant, a troubling dilemma has emerged: Employers demand more experience from their new hires while providing fewer opportunities to acquire it. Leading researcher Matt Beane sees how AI can help solve a problem it helped create.
James Daly
5 min read
AI is redefining the metrics behind employee experience
AI is redefining the metrics behind employee experience
Kristin Burnham
5 min read
Teaching employees to trust AI
Nearly every company has embraced AI in principle, but full adoption still lags. Here’s how to get employees to actually use it.
Dan Tynan
4 min read