Experience
Trends and insights about improving experience for employees, customers, and buyers
Josh Bersin: Why we’ll learn to love AI agents
One of the leading minds in workplace tech sees a bright future for next-generation AI agents—and employees who work closely with them
Howard Rabinowitz
4 mins read
Closing the critical gap in customer experience
If your employees aren’t satisfied internal customers, they won’t deliver satisfying outcomes to your real customers
Jeff Davis
4 mins read
The trouble with great chatbots
Customers love the support they get from most AI chatbots—until they find out they're talking to a chatbot. How can companies solve this dilemma?
Dan Tynan
6 mins read
Winning the (nonstop) race for great customer experience
Every company strives for service excellence. In the new era of AI, why are so few delivering?
Dan Tynan
6 mins read
The next-gen customer support agent
Your top agents shouldn’t just be AI-conversant—they need high EQ and important soft skills
Todd Krieger
3 mins read
The smartest bets on AI for customer service
Our roundtable of leading experts offer their insights on a high-stakes business challenge
Jeff Davis
4 mins read
Shep Hyken: Agents need AI more than your customers
Support agents don’t need to know everything to deliver great service. They just need to know how to get everything.
Todd Krieger
4 mins read
Talk to the spreadsheet
Freshworks and Microsoft leaders explore next-gen features of workplace AI
Sanjay Gupta
2 mins read
Beyond the AI hype cycle: 3 trends for CIOs to prioritize in 2024
Freshworks CIO Prasad Ramakrishnan identifies key challenges ahead
Prasad Ramakrishnan
2 mins read
Real-time quality coaching in customer service
AI assistants are giving agents subtle new superpowers on the fly
Todd Krieger
4 mins read
Beating tech overload through great user experience
Freshworks CIO Prasad Ramakrishnan on the critical importance of easy-to-use business apps
Team Freshworks
1 min read
Software developers’ new superpower
Generative AI assistants are making coders more productive, happy, and creative
Dan Tynan
5 mins read
The biggest challenge of low-code: Coding a great experience
Apps that require less effort to build don’t necessarily translate to apps that deliver results
Dan Tynan
6 mins read
Software gets sentimental
AI is reinventing sentiment analysis—learning to respond not just to customers’ words, but their attitudes and moods
Sara Bell
6 mins read
AI gets personal
Artificial intelligence is personalizing customer experience like never before
Danny Bradbury
6 mins read