Experience

Trends and insights about improving experience for employees, customers, and buyers

Blog
Experience

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

Blog
Experience

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

Blog
Experience

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

Blog
Experience

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

Blog
Experience

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

Blog
Experience

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

Blog
Experience

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

Blog
Experience

Talk to the spreadsheet

Freshworks and Microsoft leaders explore next-gen features of workplace AI

Sanjay Gupta

2 mins read

Blog
Experience

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

Blog
Experience

Real-time quality coaching in customer service

AI assistants are giving agents subtle new superpowers on the fly

Todd Krieger

4 mins read

Blog
Experience

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

Blog
Experience

Software developers’ new superpower

Generative AI assistants are making coders more productive, happy, and creative

Dan Tynan

5 mins read

Experience

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

Experience

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

Experience

AI gets personal

Artificial intelligence is personalizing customer experience like never before

Danny Bradbury

6 mins read