Teams | Collaboration | Customer Service | Project Management

Fragmented stacks don't just frustrate customers. They quietly raise costs, slow agents, and cap what AI can actually do.

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

Every customer interaction is a data point. An AI-native approach turns it into competitive advantage.

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.

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 COVID-19 crisis has pushed us all out of our comfort zones – both merchants and consumers. What might have evolved over a decade happened within eight weeks in 2020, when retailers quickly launched e-commerce websites and figured their way through digital payment, order fulfillment, and warehouse management processes. Consumers got equally adventurous too.

Customer service is crucial to the success of a business. If you’re new to the concept of customer service or just want to keep yourself up to date with the latest trends, we’ve got you covered.

What is the most important thing you can do to reduce churn and increase word-of-mouth referrals? The answer is obvious, but it’s often overlooked: improve your customer service. No matter how awesome you think your product is, or how skilled your customer support team is, your customers are most likely to remember the direct interaction they have with your company.

During Freshworks’ Q2 ’23 Launch Event on June 22, we unveiled new product features that can bring the power of generative AI to businesses of any size. Access to AI is necessary for these new tools to have lasting business impact. The market for generative AI is expected to reach $36 billion by 2028, a tenfold jump in five years. “AI is just not a buzzword anymore,” Freshworks founder and CEO Girish Mathrubootham explained to Diginomica.