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The Works—New Insights for Tech Leaders, by Freshworks
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font-weight="bold" width="fit-content" class="sc-ace17a57-0 BGidc">Value</div></div><h2 font-weight="bold" class="sc-4555ca6a-0 jBdbtO">AI’s ‘double payoff’ is emerging in retail</h2><p height="auto" class="sc-5159831f-0 sc-ac4f0066-3 eKRpnF hJGZOL">Retail industry analyst Bryan Gildenberg sees AI adoption dually supporting better IT service and customer support</p><div class="sc-ace17a57-0 bJkXvg"><div class="sc-ace17a57-0 bpVXqi"><div class="sc-6293d692-0 gkBNIo"><div class="sc-ace17a57-0 ipMNSE"><div class="sc-ace17a57-0 jSTGhV"><p letter-spacing="0" font-weight="medium" class="sc-5159831f-0 kCrKUd"><span cursor="pointer" tabindex="0" aria-label="Author Details" role="button" class="sc-b323b31-0 sc-bbf6e5f2-1 dokxAq iPZVKL"> Howard Rabinowitz</span></p><p letter-spacing="0" font-weight="regular" class="sc-5159831f-0 bHDaIV"><span class="sc-b323b31-0 sc-bbf6e5f2-2 eKXBwV KdnhN">2 min read</span></p></div></div></div></div></div></div></div></a><a 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Here’s how to make sure the bots get it right.</p><div class="sc-ace17a57-0 bJkXvg"><div class="sc-ace17a57-0 bpVXqi"><div class="sc-6293d692-0 gkBNIo"><div class="sc-ace17a57-0 ipMNSE"><div class="sc-ace17a57-0 jSTGhV"><p letter-spacing="0" font-weight="medium" class="sc-5159831f-0 kCrKUd"><span cursor="pointer" tabindex="0" aria-label="Author Details" role="button" class="sc-b323b31-0 sc-bbf6e5f2-1 dokxAq iPZVKL"> Dan Tynan</span></p><p letter-spacing="0" font-weight="regular" class="sc-5159831f-0 bHDaIV"><span class="sc-b323b31-0 sc-bbf6e5f2-2 eKXBwV KdnhN">7 min read</span></p></div></div></div></div></div></div></div></a><a href="https://www.freshworks.com/theworks/experience/venki-subramanian-ai-powered-cx-success/" text-decoration="none" class="sc-ace17a57-0 sc-99ac912-1 gOnDqr jKYsAe"><div width="100%" height="100%" class="sc-ace17a57-0 sc-99ac912-0 elhRTw fxDmpz"><div width="100%" height="300px" class="sc-6293d692-0 sc-c656b9a2-0 UHbKW kDRTs"><div width="fit-content" 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class="sc-ace17a57-0 cGwgTW">Company News</div></div><h3 font-weight="bold" class="sc-4555ca6a-0 jBdbtO">Where to find Freshworks in February 2025</h3><p height="auto" class="sc-5159831f-0 sc-ac4f0066-3 htPTCC hJGZOL">A monthly roundup of events, webinars, and other events that will feature Freshworks executives and partners around the world.</p><div class="sc-ace17a57-0 bJkXvg"><div class="sc-ace17a57-0 bpVXqi"><div class="sc-6293d692-0 gkBNIo"><div class="sc-ace17a57-0 ipMNSE"><div class="sc-ace17a57-0 jSTGhV"><p letter-spacing="0" font-weight="medium" class="sc-5159831f-0 kCrKUd"><span cursor="pointer" tabindex="0" aria-label="Author Details" role="button" class="sc-b323b31-0 sc-bbf6e5f2-1 dokxAq iPZVKL"> Vishnu Prasad</span></p><p letter-spacing="0" font-weight="regular" class="sc-5159831f-0 bHDaIV"><span class="sc-b323b31-0 sc-bbf6e5f2-2 eKXBwV KdnhN">2 min read</span></p></div></div></div></div></div></div></div></a><a 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loading="lazy"/></noscript></span></div></div><div class="sc-ace17a57-0 sc-ac4f0066-1 lecakm kJnlA-D"><div class="sc-ace17a57-0 kxOgEH"><div font-size="12" font-weight="bold" width="fit-content" class="sc-ace17a57-0 cGwgTW">Company News</div></div><h3 font-weight="bold" class="sc-4555ca6a-0 jBdbtO">How Freshworks is moving upmarket</h3><p height="auto" class="sc-5159831f-0 sc-ac4f0066-3 htPTCC hJGZOL">CEO Dennis Woodside explains Freshworks’ transition into a truly global company</p><div class="sc-ace17a57-0 bJkXvg"><div class="sc-ace17a57-0 bpVXqi"><div class="sc-6293d692-0 gkBNIo"><div class="sc-ace17a57-0 ipMNSE"><div class="sc-ace17a57-0 jSTGhV"><p letter-spacing="0" font-weight="medium" class="sc-5159831f-0 kCrKUd"><span cursor="pointer" tabindex="0" aria-label="Author Details" role="button" class="sc-b323b31-0 sc-bbf6e5f2-1 dokxAq iPZVKL"> </span></p><p letter-spacing="0" font-weight="regular" class="sc-5159831f-0 bHDaIV"><span class="sc-b323b31-0 sc-bbf6e5f2-2 eKXBwV KdnhN">2 min read</span></p></div></div></div></div></div></div></div></a><a href="https://www.freshworks.com/theworks/company-news/ai-not-hype-murali-swaminathan-yourstory/" text-decoration="none" class="sc-ace17a57-0 sc-99ac912-1 ihSSdi jVrYkf"><div width="342px" height="100%" class="sc-ace17a57-0 sc-99ac912-0 kvKJOs fxDmpz"><div width="100%" height="228px" class="sc-6293d692-0 sc-c656b9a2-0 bAluPN bOhPZo"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="Blog" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" 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style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" loading="lazy"/></noscript></span></div></div><div class="sc-ace17a57-0 sc-ac4f0066-1 cYbmvT kJnlA-D"><div class="sc-ace17a57-0 kxOgEH"><div font-size="12" font-weight="bold" width="fit-content" class="sc-ace17a57-0 cGwgTW">Company News</div></div><h3 font-weight="bold" class="sc-4555ca6a-0 jBdbtO">Freshworks points people-first AI at the mid-market and enterprise</h3><p height="auto" class="sc-5159831f-0 sc-ac4f0066-3 htPTCC hJGZOL">In an interview, CTO Murali Swaminathan lays out product strategy and readiness for AI-powered service from Freshworks in 2025</p><div class="sc-ace17a57-0 bJkXvg"><div class="sc-ace17a57-0 bpVXqi"><div class="sc-6293d692-0 gkBNIo"><div class="sc-ace17a57-0 ipMNSE"><div class="sc-ace17a57-0 jSTGhV"><p letter-spacing="0" font-weight="medium" class="sc-5159831f-0 kCrKUd"><span cursor="pointer" tabindex="0" aria-label="Author Details" role="button" class="sc-b323b31-0 sc-bbf6e5f2-1 dokxAq iPZVKL"> </span></p><p letter-spacing="0" font-weight="regular" class="sc-5159831f-0 bHDaIV"><span class="sc-b323b31-0 sc-bbf6e5f2-2 eKXBwV KdnhN">5 min read</span></p></div></div></div></div></div></div></div></a><a href="https://www.freshworks.com/theworks/experience/customer-service-agents-of-change/" text-decoration="none" class="sc-ace17a57-0 sc-99ac912-1 gOnDqr jVrYkf"><div width="342px" height="100%" class="sc-ace17a57-0 sc-99ac912-0 kvKJOs fxDmpz"><div width="100%" height="228px" class="sc-6293d692-0 sc-c656b9a2-0 bAluPN bOhPZo"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span 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/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F402d9106d16a0ee1%2Foriginal%2FAI-Report-2024-CX-Narrative_600x400-Home_Only-Photograph_600x400.webp&w=3840&q=75 3840w" src="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F402d9106d16a0ee1%2Foriginal%2FAI-Report-2024-CX-Narrative_600x400-Home_Only-Photograph_600x400.webp&w=3840&q=75" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" loading="lazy"/></noscript></span></div></div><div class="sc-ace17a57-0 sc-ac4f0066-1 lecakm kJnlA-D"><div class="sc-ace17a57-0 kxOgEH"><div font-size="12" font-weight="bold" width="fit-content" class="sc-ace17a57-0 jRKBud">Experience</div></div><h3 font-weight="bold" class="sc-4555ca6a-0 jBdbtO">New agents of change</h3><p height="auto" class="sc-5159831f-0 sc-ac4f0066-3 htPTCC hJGZOL">Freshworks study shows how AI is restoring positivity and purpose for overburdened customer support teams</p><div class="sc-ace17a57-0 bJkXvg"><div class="sc-ace17a57-0 bpVXqi"><div class="sc-6293d692-0 gkBNIo"><div class="sc-ace17a57-0 ipMNSE"><div class="sc-ace17a57-0 jSTGhV"><p letter-spacing="0" font-weight="medium" class="sc-5159831f-0 kCrKUd"><span cursor="pointer" tabindex="0" aria-label="Author Details" role="button" class="sc-b323b31-0 sc-bbf6e5f2-1 dokxAq iPZVKL"> Laura Rich</span></p><p letter-spacing="0" font-weight="regular" class="sc-5159831f-0 bHDaIV"><span class="sc-b323b31-0 sc-bbf6e5f2-2 eKXBwV KdnhN">3 min read</span></p></div></div></div></div></div></div></div></a><a href="https://www.freshworks.com/theworks/company-news/abe-smith-ai-strategies-2025/" text-decoration="none" class="sc-ace17a57-0 sc-99ac912-1 gOnDqr jVrYkf"><div width="342px" height="100%" class="sc-ace17a57-0 sc-99ac912-0 kvKJOs fxDmpz"><div width="100%" height="228px" class="sc-6293d692-0 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cGwgTW">Company News</div></div><h3 font-weight="bold" class="sc-4555ca6a-0 jBdbtO">How CIOs can overcome the headwinds of AI</h3><p height="auto" class="sc-5159831f-0 sc-ac4f0066-3 htPTCC hJGZOL">In 2025, AI adoption challenges for many business leaders are largely operational—not motivational—says Freshworks’ Abe Smith</p><div class="sc-ace17a57-0 bJkXvg"><div class="sc-ace17a57-0 bpVXqi"><div class="sc-6293d692-0 gkBNIo"><div class="sc-ace17a57-0 ipMNSE"><div class="sc-ace17a57-0 jSTGhV"><p letter-spacing="0" font-weight="medium" class="sc-5159831f-0 kCrKUd"><span cursor="pointer" tabindex="0" aria-label="Author Details" role="button" class="sc-b323b31-0 sc-bbf6e5f2-1 dokxAq iPZVKL"> </span></p><p letter-spacing="0" font-weight="regular" class="sc-5159831f-0 bHDaIV"><span class="sc-b323b31-0 sc-bbf6e5f2-2 eKXBwV KdnhN">1 min read</span></p></div></div></div></div></div></div></div></a></div></div></div></section><section id="theworkshomepageoffsetgrid" 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