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.
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.
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.
Candice Mueller of Freshworks explains why mastering Total Experience should be the goal for organizations looking to raise their CX and employee satisfaction levels.
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.
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.
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.
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.
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
"People will never forget how you made them feel." Applying Maya Angelou's wisdom to today's businesses. Freshworks Prakash Ramamurthy explains how.
Last year, consumers voted with their wallets based on customer service and corporate behaviour. Simon Johnson shares the latest survey results from Freshworks.
Happy employees are more loyal, innovative and healthier and those benefits extend to happy customers, says Freshworks' Stacey Epstein.
