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Freshworks AI

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The qualities that make a company nimble start to disappear right when growth demands them most

How deadline pressures helped three companies implement ITSM and scale fast

The 2026 shopping season is set against a backdrop of uncertainty, but IT teams in retail have ways to keep things running smoothly

Companies can throw money at AI. But can they make it stick without spending on training?

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Across the U.K. and the continent, IT teams are overcoming centuries of institutional autonomy to create a single experience for students and staff

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U.K. organizations are as sold on AI as anyone else. They're just the slowest to get it fully running, and it's costing them budget and peace of mind.

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Freshworks VP Jason Aloia on why ITSM's next act is about resolving issues before anyone notices

From the cloud to Covid to AI, IT has absorbed the shock, rewritten the playbook, and quietly taught the rest of the business how to change

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As AI adoption becomes commonplace in the workplace, Fortune 100 leaders are expressing concern: Are we de-skilling a generation of workers? Matt Beane is there to hear them out—and provide some fixes.

The inside stories on how McLaren, New Balance, and others turn service performance into a competitive edge

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 For cancer clinics, hospitals, and pharmaceutical companies, service management is part of the care delivery chain

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When legacy IT systems work against employees at financial institutions, the consequences reach far beyond the help desk

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Tools alone don’t make for successful service management. Wendy Turner-Williams lays out a people-focused AI transformation plan for leaders.

Mid-market organizations are investing more in AI than ever. Complexity is consuming the returns before they arrive

Cost of Complexity Mid-Market report cover

The secret isn’t in the software, it’s in the way you treat your people

Freshworks Chief People Officer Johanna Jackman on bringing HR onto Freshservice to streamline operations, improve employee experience, and unlock higher-impact work

Fragmented and siloed systems, manual processes, outdated workflows—today’s manufacturers have no time for this

An analysis of IT requests shows the rise of a “ghost shift” as flexible jobs have extended the workday. IT support isn’t keeping up.

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The signal from unsanctioned AI use isn’t always a compliance issue; sometimes it’s employees telling you what they need

Don’t ban shadow AI. Bring it into the light.

A conversation between Freshworks CEO Dennis Woodside and Vermeer’s director of IT services

The Modern Tech POV: Vermeer Corporation's Brent Westerkamp

AI has changed what IT does. The job of leading has changed even more

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New research reveals a striking gap between how much control mid-market IT leaders believe they have over unsanctioned AI, and how much they actually do

IT leaders say they can see ‘shadow AI.’ Their own data says otherwise

HR tech expert Julia Bersin unpacks the skills that managers need today to get the best out of humans and AI

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Robert Lyons has a message for leaders chasing the AI moment: Slow down, clean up your data, and build from a foundation that can support what you're promising

New studies about AI adoption and employee experience show the ups and downs of change—and why workers feel empowered as long as they have the proper supports

‘The Friction Project’ author Bob Sutton talks about when business leaders need to add ‘good friction’ to critical workflows

A new report points leaders toward prevention and autonomy rather than reactive speed

A conversation between McLaren Racing’s Zak Brown and Freshworks CEO Dennis Woodside

Winning on the grid with the right technology—and the right team

Before you integrate autonomous agents into your workflows, these are the questions you need to answer

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Look for organizational gains, automation for the ‘messy middle layers of work,’ more AI agents, and ‘strategic simplicity’

For HR, procurement, and marketing teams drowning in manual processes, automation eliminates the hidden tax of complexity

 Unmanaged complexity is dragging down your business. Reducing friction can help you stay ahead of the pack.

The challenge is cultural, not technical or financial. Three steps can build the organizational trust that makes scaling possible.

Years of building the modern enterprise have left IT buried under its own success. Uncomplicating is the answer.

A new report from Freshworks shows how complicated tech stacks and processes are impeding growth, draining revenue, and making employees miserable.

In a new book, two management gurus lay out a framework for fighting inefficiency, reactivity, and other workplace ills

headshot of authors Donald Keifer and Nelson Repenning

As AI transforms operations, IT leaders face a new challenge: Building teams for a future that's still taking shape

New benchmark data reveals that companies are adopting ITSM principles across the enterprise to deliver faster, smarter service

The latest Freshservice Benchmark Report revealed breakout adoption and use cases for business-oriented service and AI. Freshworks’ Ravi Tharisayi explains why

BCG’s Matt Kropp explains how leaders can overcome employee skepticism with hands-on opportunities, using AI themselves, and reframing its benefits

Headshot of Matt Kropp, Boston Consulting Group

The 2025 Freshservice Benchmark Report provides a roadmap for the future of IT support

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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.

AI is redefining the metrics behind employee experience

Nearly every company has embraced AI in principle, but full adoption still lags. Here’s how to get employees to actually use it.

In an interview, Freshworks’ Sriram Iyer lays out a five-part framework for IT pros leading AI transformation in their organizations

AI agents hold huge promise for government agencies at every level. But there are hurdles to clear before they can revamp citizen services.

3 critical needs for agentic AI in the public sector

Executive insights on the rapidly evolving role of the CIO

Every new addition to the tech stack brings more layers of integration and support that land on IT’s shoulders. It doesn’t have to be this way.

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AI developed as a collaborative tool for employees isn’t just a value statement, it’s a winning combination for business

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Strategies for generating value and cutting costs: A conversation with veteran CIO and author Mark Settle

For IT professionals, AI isn’t just another technology shift—it’s a fundamental redefinition of work itself

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Generative AI can handle new roles and parts of existing ones. But it can’t deliver business results without new forms of collaboration.

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Headshot of bestselling author Bob Sutton

cover image of "The Friction Project" book 

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Two examples of how companies are putting digital dashboards and dataviz to work

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Freshworks’ CIO shares his perspective on his ‘always-evolving’ strategic role

The masters of multitasking, IT teams, are taking on a new mission: partnering with HR departments to create AI-powered employee services

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Empathy can bridge the gap between technology and people, helping improve experiences for both employees and customers

AI is forcing a rewrite of the CIO’s mandate—demanding clarity, empathy, and strategic creativity. Learn what it takes to lead and succeed in our new guide.

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Workplace AI expert and author Matt Beane explains what interactional expertise is and why your career may depend on it

Headshot of researcher and author Matt Beane

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One of the leading minds in workplace tech sees a bright future for next-generation AI agents—and employees who work closely with them

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Apps that require less effort to build don’t necessarily translate to apps that deliver results 

Freshworks CIO Ashwin Ballal on how AI agents can uncomplicate IT processes

When it comes to using AI on the job, IT teams are leading by example

Workers’ enthusiasm for AI can help win over cautious consumers, says Qualtrics’ top workplace psychologist

Benjamin Granger Qualtrics workplace psychologist 

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Stanford University professor and hybrid work researcher Nicholas Bloom

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Bestselling author and enterprise tech researcher Tom Davenport on how to (quickly) build an AI practice that can win

Freshworks CIO Ashwin Ballal on how to make smart bets on AI that pay off

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Freshworks CIO Prasad Ramakrishnan on how a watchful eye on a company’s tech stack and apps can keep IT infrastructure in safe hands

A new whitepaper series details how Freshworks employees serve as ‘customer zero’

A new Harvard Business Review Analytic Services report explores how strategic ITSM improves customer and employee experiences

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Our latest State of Workplace Technology report reveals how AI tools are providing relief to IT teams overwhelmed with more—and more complex—software

Freshworks benchmark report: How generative AI is redefining ITSM

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Uncomplicate the employee experience with smart tools | The Works by Freshworks

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Discover how organizations are improving productivity, engagement, and workplace culture through simplified processes and AI-driven support.

Employee experience

The paradox of getting bigger

Live in 90 days

How IT helps avoid holiday season mishaps

The upside of AI upskilling

One front door for Europe’s universities

In the U.K., playing catch-up on AI