Employee experience
Trends and insights about uncomplicating experience for employees
5 steps to break the cycle of organizational chaos
In a new book, two management gurus lay out a framework for fighting inefficiency, reactivity, and other workplace ills
James Daly
6 min read
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