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How to evolve corporate culture without losing your core principles This article is sponsored by:

Corporate culture plays a larger role than ever in shaping the employee experience. Suman Gopalan, CHRO at Freshworks, explains how to keep cultural values intact during changing times.

Infograph top view of team working at a round table © David Arts - shutterstock

Five things we learned about ITSM last year This article is sponsored by:

Technology played a critical role in helping IT service teams adapt. Prasad Ramakrishnan shares the highlights from the Freshworks annual benchmark report, and some noteable industry winners and losers statistics.

Bronze, silver and gold trophy awards on a podium © qimono - Pixabay

How smaller e-commerce retailers are levelling-up This article is sponsored by:

As sales, CRM and marketing technology have matured, smaller retailers are able to up their CRM and automation game. Kevin Murray of Freshworks shares five pointers that e-commerce retailers should be looking for.

The fingers of a woman's hand step up the arrow of a chart lying on a shopping basket. eCommerce smaller retail level up concept © Tattoboo - Shutterstock

2022 - time to make the move beyond CX and EX to Total Experience This article is sponsored by:

Candice Mueller of Freshworks explains why mastering Total Experience should be the goal for organizations looking to raise their CX and employee satisfaction levels.

Customer satisfaction standard improvement with efficient strategy for service or product development © VectorMine - Shutterstock

2022 - Chatbot fatigue, service agent recognition and social engagement This article is sponsored by:

Is it time to retire the chatbot and prioritize human customer service engagement? Colin Crowley of Freshworks considers what we've learned about customer satisfaction in the pandemic - and what makes consumers happy.

Customer support illustration set. Characters using online helpdesk platform. People asking a questions and receiving answers from helpdesk operator or chatbot © Irina Strelnikova - Shutterstock

Five ways to empower your service agents and reap repeat customers This article is sponsored by:

The old "just give us a call" approach to customer service isn't enough - consumer expectations are set much higher. Candice Mueller of Freshworks offers five ways you can empower your service agents to provide customer delight and satisfaction.

Customer service and communication concept of people in the global network. A number of avatars of people with speech bubbles and interface icons © VLADGRIN - Shutterstock

IT Operations Management - the art of easy This article is sponsored by:

The noise from service disruption issues has left ITSM and ITOM teams unable to hear themselves think. Joy Su of Freshworks offers a way to turn down the volume with an easier solution.

Megaphone on loud orange background noise concept © Oleg Laptev - Unsplash

Conversational analytics – the age of the citizen analyst This article is sponsored by:

Data analysts and access to report building tools have traditionally been a constraining factor leading to bottlenecks. Preethy Padmanabhan of Freshworks makes the case for citizen analysts through data democratization.

group of citizen analysts in conversation concept with results overhead © Mirko Grisendi - Pixabay

Four ways you can incorporate human-centric design into customer service This article is sponsored by:

The best customer service is built around what your customers need, feel and think about your brand. Mukesh Mirchandani of Freshworks shares four ways to put customers first in platform design

Delight should be easy - here’s how! This article is sponsored by:

"People will never forget how you made them feel." Applying Maya Angelou's wisdom to today's businesses. Freshworks Prakash Ramamurthy explains how.

2020 - the year that made doing the right thing profitable This article is sponsored by:

Last year, consumers voted with their wallets based on customer service and corporate behaviour. Simon Johnson shares the latest survey results from Freshworks.

Profits shown in diagram © Gerd Altmann - Pixabay

Why happiness is the corporate currency This article is sponsored by:

Happy employees are more loyal, innovative and healthier and those benefits extend to happy customers, says Freshworks' Stacey Epstein.