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    Product Tour CRM

    Create & Manage Customer Segments in Freshworks CRM

    Peter Stadlinger

    In this video we will show you how Freshworks CRM allows you to create and manage segments from within one single tool via one unified user experience. This is different from many legacy CRMs that require their users to create and manage segments outside the CRM. This leads to siloes … both from an organizational as well as data standpoint.

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    Product Tour CRM

    Pipeline Management 2.0 powered by Freddy AI

    Peter Stadlinger

    What we will show you in this video is how Freshworks CRM makes sales organizations not only more productive but also more predictable.

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    Product Tour CRM

    Unlocking Sales Productivity with Embedded CDP

    David Krauss

    Peter Stadlinger

    Product Tour IT Service Management

    Automate,Orchestrate & Accelerate with Freshservice Orchestration Centre

    Padmavathy Sankaran, Consultant - Product Marketing, Freshservice

    Are you exhausted performing routine, repetitive tasks? Accelerate your digital transformation journey with unified service management and IT process automation. Watch this video to get hands on tips to enhance IT team’s productivity using Freshservice Orchestration Center.

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    Regional Stories EU (France & Spain)

    El explica cómo y por qué la empresa tomó la decisión de cambiar su estrategia de soporte de TI y los desafíos que el equipo se ha tenido que enfrentar en el camino(Spanish)

    Mariano Banon, Global IT Program Transformation Manager, Webhelp

    Regional Stories EU (France & Spain)

    Découvrez comment Manuloc a accéléré la digitalisation de son excellent support IT(French)

    Vincent Balle, Responsable du Service Informatique, Manuloc

    Regional Stories EU (UK & Ireland)

    Fireside chat with SAGE Publishing- mobilising remote working, anywhere

    Graeme Doswell, Head of Business Solutions, SAGE Publising

    Laura van Schravendijk, Senior Customer Success Manager, Freshworks

    Regional Stories EU (UK & Ireland)

    Fireside chat with Jo Causon – the two things every CX leader should be prioritising right now.

    Jo Causon, CEO, Institute of Customer Service

    Simon Johnson, General Manager, Freshworks UK&I

    Regional Stories EU (UK & Ireland)

    Fireside chat with Instantprint – building and growing successful customer service teams

    Duncan Tyler, Customer Service Manager, Instant Print

    Siddaarth Turaga, Customer Success Manager, Freshworks

    Regional Stories EU (France & Spain)

    Webhelp – Customer Testimonial (Spanish)

    Mariano Bañón, Global IT Program Transformation Manager, Webhelp

    In this inspiring session, Mariano Bañón, Global IT Transformation Program Manager for Webhelp shares his experience with Freshservice. As Global IT Program Manager, Mariano is leading an IT Transformation program in Webhelp, with more than 60.000 employees, to simplify processes and technology and one of the initiatives under the program is to rollout Freshservice across the different regions and shared services. He explains how and why did the company made the decision of shifting their IT support strategy, and the challenges that the team has faced along the way.

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    Masterclass Courses Marketing

    The Role of PR and Communications in a Remote Organization

    Carly Moulton, Senior Communications Specialist, Zapier

    Masterclass Courses Sales

    How Can You Launch a Career in Sales?

    Devon Banks, Sales Development Representative, LevelJump.io

    Masterclass Courses Sales

    How to Build a Tighter Connection with Sales Teams

    Kristi Anderson, Founder, Kristi Anderson Marketing

    Masterclass Courses Sales

    Forecasting and Interviewing Processes to Hire High-Performance Support Reps

    Kirsty Traill, VP Client Advocacy, Yext

    Masterclass Courses Marketing

    Growing Your Career Towards A Customer Support Leadership Role

    Nate Brown, Chief Experience Officer, Officium Labs

    Masterclass Courses Sales

    Building a Winning Outbound Sales Cadence

    Michael Hanson, Founder & Sales Consultant, Growth Genie

    Breakout Tracks CRM

    Your journey from Freshsales to Freshworks CRM

    David Krauss, Sr. Director, Product Marketing

    Srivatsan Venkatesan, VP - Product Management

    Our CRM solution evolves from Freshsales to Freshworks CRM to bring clarity to the explosion of customer data. It elevates the value of CRM to the growth tool of choice for sales and marketing professionals. Our newly released Customer-for-Life Cloud amplifies the power and value of our Freshsales and Freshmarkter products. This session provides insights into how Freshworks CRM delivers more exponential value to existing customers and the tools we have in place to accelerate your time to value.

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    Breakout Tracks IT Service Management

    Unlock Employee Experience Anywhere, Anytime

    Megha Rajeev, Lead Product Marketer, Freshworks

    Aishwarya Mohan, Product Marketing Specialist, Freshworks

    Shruti Khaitan, Lead Product Marketer, Freshworks

    Self-service adoption has always been a challenge for every organization. Employees are often on the go and expect technology to serve them in the channel where they work. Tune in to our session to listen to how Maximus successfully implemented certain tools to provide a great employee experience.

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    Product Tour Platform

    Enrich your team collaboration experience

    Muthukumar Ravishankar, Senior Product Manager, Freshworks Platform

    Dave Chappelle once said, ”Modern problems require modern solutions.” Well, we agree with Dave on this one. Team collaboration is an important yet complicated part of all of our work lives today. In this video, we will showcase how the Neo Collaboration Platform is powering integrations that make it easier for you to collaborate with your teammates across your favorite Freshworks products and other popular collaboration tools such as Slack and Microsoft Teams.

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    Product Tour Platform

    Agents can make their call pipeline manageable with Freshcaller – Here’s how!

    Haritha Sridhar, Product Marketing Specialist, Freshcaller

    Managing call volumes have always been a top priority to customer facing teams like support, sales & for any business looking to handle their everyday business communication over the phone. Phone agents are the key stakeholders nurturing a loyal customer base with engaging conversations everyday. Enabling these agents to do their jobs better, solves most of the challenges of setting up a successful business phone team. Freshcaller has deduced the right set of features to compliment every agent’s efficiency. Here’s a video of how each one of you can gain the most from it & share it with your extended team of phone agents.

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    Product Tour Platform

    Putting the data in data-driven decision making

    Working without data is like trying to create bricks without clay (you can’t). We built Freshworks Analytics so that you can get access to insights across the customer lifecycle easily without having to rely on a data analyst or take a course to use a BI tool. Watch this video to find out how you can get your job done (pulling up data in a fast, accurate manner) easily and focus on the stuff that really matters - creating moments of wow..

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    Product Tour Platform

    Prioritising user security, the Freshworks way

    Security is important but so is your time! With Neo identity, we want to make it easy for you to securely manage your users and accounts. In this video, we will show you what are the various security controls we offer and how you can customize it to suit your security needs

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    Breakout Tracks CRM

    CRM Gamechanger – How Shaw Academy uses Freshworks CRM to simplify sales and grow business

    Mamnoon Hadi, Chief Analytics Officer, Shaw Academy

    Janani Dwarakanath, Director - Product Marketing

    Breakout Tracks IT Service Management

    Future-proofing Service Management: Lessons learned and the way forward – Practitioner take

    Stijn Stabel, Carrefour, CTO

    Madhu Nair, Freshworks, Director of Product Marketing

    Planning and preparing to handle serious incidents or disasters is critical for any business. Knowing how to continue operating efficiently within a reasonably short period is the primary goal of Business Continuity. Join this session to get insights on how CIOs can leverage people, process, and technology to future-proof service management in the next normal.

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    Breakout Tracks Customer Experience

    Freshsuccess: Product Updates and Roadmap

    Craig Soules, Freshworks Director of Product Management

    Freshsuccess is a customer success solution that helps companies prevent churn, boost up-sell or cross-sell, foster advocacy, and maximize value delivered to customers. Aimed at Customer Success Professionals and Account or Relationship Managers in B2B businesses, Freshsuccess is part of the Freshworks CX product line In this session, Craig Soules, Director of Product Management for Freshsuccess, walks you through the newest innovations in the customer success space.

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    Breakout Tracks Customer Experience

    Bolstering CSAT and NPS with Proactive Field Support

    Aparna Chugh, Lead Product Manager, Freshworks

    Praveen Rajaretnam, Senior Manager - Product Marketing, Freshworks

    Thanks to the rise of the on-demand economy, customers today are used to a one-click seamless and effortless experience. This ‘always-on, always connected’ customer expects the same or similar level of customer support from service organizations like, say, a healthcare business or a HVAC service provider. But, there are many barriers that businesses face in meeting these new customer expectations which in turn affects their advocacy metrics such as CSAT and NPS. The best way to address this is by providing proactive service. In this session, we explore the challenges faced by service organizations and how they can overcome this by enabling their agents — whether behind a desk on in the field — to provide proactive support, and as a result bolster their advocacy metrics.

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    Breakout Tracks Platform

    Platform Gamechanger – Create a bespoke Freshworks experience with LEGOs

    Vijay Lakshminarayanan, Senior Manager - Engineering, Freshworks

    There are known knowns, known unknowns and unknown unknowns. We’re in the business of building a platform that empowers customers to make the Freshworks products their own so our main job is to grapple with the unknown. In this session, we dive deep into our strategy, custom objects, and what the Freshworks platform brings to this table.

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    Regional Stories APAC & MEA

    Pharmeasy: An omnichannel success story using Freshworks

    Anshul Jain, Product Manager, Pharmeasy

    Learn how Pharmeasy leveraged Freshworks Omnichannel platform for increased customer satisfaction?

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    Regional Stories North America

    StubHub and Freshworks

    Chris Leavertoni, Sr. Product Manager, StubHub

    Chase Bennett, Sr. Customer Experience Manager, StubHub

    Kimberlee Hartmann, Customer Experience Manager, StubHub

    Regional Stories North America

    ESS/Source4Teachers: Scaling customer support

    David Faith, VP, Business Systems, ESS/Source4Teachers

    ESS is a leader in the K-12 staffing space. Their team serves over 3.5m students with a pool of 60k substitute and permanent employees across 28 states. Learn how ESS scaled their customer support, elevated their customer experience, and increased operational efficiency through their partnership with Freshworks.

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    Regional Stories North America

    What success looks like for Freshworks + WaFd Bank.

    Chris Neill, Operational Excellence Manager, Washington Federal

    WaFd Bank is a local bank with over 200 branches in 8 states. Their journey with Freshservice began more than three years ago and wow, wait until you hear about the progress they have made since the beginning of their implementation. In the present day, almost every single internal support group is now managing their day to day with Freshservice. Watch this video to hear more!

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    Regional Stories ANZ

    NGO scaled seamlessly wiht the help of Freshservice

    Tracey Schofield, ICT Officer-Social Futures

    Watch how a small community-based not-for-profit organisation scaled their IT support with Freshsevice to aid across requests, asset management and HR.

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    Regional Stories ANZ

    See how Freshservice provided visibility to make better business decions for RCC

    Prateik Jain, Senior IT Support Lead-Richard Crooks Construction

    Freshservice allowed the team to create more visibility for management through readily avaible reports.

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    Regional Stories ANZ

    Hospitality leader Craevable Brands modernise IT with Freshservice

    Jason Garrad, Technical Services Lead-Craveable Brands

    Craveable brands represents 200+ restaurant franchises of Red Rooster and Oportos. With the help of Freshservice they were able to bring all their tickets into one place and showcase the impact of the IT team on the business.

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    Regional Stories ANZ

    Goverment subsidary CCL innovating through COVID

    Daniel Lewis, General Manager, Digital Operations-Casey Cardinia Library

    CCL stepped up as a leader in innovation in the public sector adding Freshdesk and Freshchat to its tech stack in a response to COVID

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    Regional Stories EU (Germany, Austria & Switzerland)

    Fireside chat with Delivery Hero

    Philip Upton, Operations Specialist - Global Contact Center, Delivery Hero

    Delivery Hero SE is a European multinational online food-delivery service based in Berlin. The company operates in 40+ countries internationally and coordinates a fleet of thousands of riders to ensure your food order is delivered on time. In this session you will learn about how Delivery Hero uses Freshchat to manage its fleet operations smoothly.

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    Regional Stories EU (Germany, Austria & Switzerland)

    Podiumsdiskussion zum Thema Customer Centricity: End-to-End Customer Journey – Experience, Business Value und AI (German)

    Annika Björck, Mentor, Lecturer, Speaker for customer centric change and CXM

    Miriam van Straelen, Chief Customer Officer, idealo Internet GmbH

    Sie haben unzufriedene Kunden und möchten genauer verstehen was diese brauchen, um glücklich zu sein? Sie haben das Gefühl ihre Firma sollte kundenzentrierter werden, um mehr Erfolg zu erzielen? Es hat sich bereits herauskristallisiert, dass herausragende Kundenerfahrung ein wichtiger Erfolgsfaktor ist. In dieser Session werden Tipps, Beispiele aus der Praxis diskutiert wie man CX verbessern kann.

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    Regional Stories EU (Germany, Austria & Switzerland)

    Keynote: Service als Prinzip. Wie Sie Ihren Service so organisieren, dass Kunden ihn lieben (German)

    Martin Beims, Service Mentor, Speaker, Author & Entrepreneur

    Sind Sie verantwortlich für den Kundenservice in Ihrem Unternehmen? Wünschen Sie sich ein Service-Team, das genau weiß, was die Kunden erwarten und das jeden Tag engagiert daran arbeitet, den besten Service zu liefern? Im Vortrag geht es um die Service Prinzipien und darum, wie Verantwortliche es schaffen können, ohne starre Regeln und Richtlinien eine Serviceorganisation zu gestalten, die Service liefert, den die Kunden lieben.

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    Regional Stories EU (Germany, Austria & Switzerland)

    Fireside chat mit Tadano

    Carolina Erbe, IT Operations Analyst, Tadano

    Die japanische Tadano Ltd. ist einer der weltgrößten Hersteller von Hydraulikkranen mit Sitz in Rheinland-Pfalz. Diese Session gewährt Ihnen wichtige Einblicke in die Prozesse, wie Sie im Unternehmen Freshservice einsetzen – und damit eine erfolgreiche Abwicklung von ITSM-Abläufen sicherstellen können.

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    Regional Stories EU (France & Spain)

    Criteo – Témoignage Client (French)

    Alexandre Villoing, Head of IT end-user services, Criteo

    Regional Stories EU (France & Spain)

    Coficab – Témoignage Client (French)

    Sami Benzid, B2B Support Manager, Coficab

    Regional Stories EU (France & Spain)

    Expérience collaborateur : 5 questions pour prendre le bon virage en 2021 (French)

    Fabienne Billat, Communication, Stratégie Numérique

    Chris Wiltberger, Managing Director, Freshworks

    Dominique Hans, Managing Partner, ValueSelling Associates

    Expérience collaborateur : 5 questions clefs pour prendre le bon virage pour 2020

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    Regional Stories EU (France & Spain)

    Webhelp – Customer Testimonial (English)

    Mariano Bañón, Global IT Program Transformation Manager, Webhelp

    In this inspiring session, Mariano Bañón, Global IT Transformation Program Manager for Webhelp shares his experience with Freshservice. As Global IT Program Manager, Mariano is leading an IT Transformation program in Webhelp, with more than 60.000 employees, to simplify processes and technology and one of the initiatives under the program is to rollout Freshservice across the different regions and shared services. He explains how and why did the company made the decision of shifting their IT support strategy, and the challenges that the team has faced along the way.

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    Regional Stories EU (France & Spain)

    Comment transformer ses expériences clients en belles histoires ?

    Patrice Laubignat, CEO & Founder, Eforbrands

    L'expérience client ne suffit plus ! Pour créer une relation plus forte avec vos clients, vous devez leur raconter des histoires marquantes. C'est en touchant leur cœur que vous serez plus facilement présent dans leur esprit. Patrice Laubignat est un expert du Marketing émotionnel. A partir des exemples les plus marquants de ces dernières semaines, il démontrera l'importance des belles histoires, et vous donnera les meilleures pratiques pour vous démarquer en faisant vivre des expériences inoubliables.

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    Regional Stories EU (Benelux & Nordics)

    Fireside chat with Ice Norway

    Kjetil Totland, Director of Customer Care, ice Norway

    Regional Stories EU (Benelux & Nordics)

    How Talpa eCommerce uses Freshdesk for a flawless customer experience

    Ward van Loon, Head of Product, Talpa eCommerce

    Desiree Kerkvliet, Coordinator Outsourcing & Projects Customer Care, Talpa eCommerce

    Regional Stories EU (Benelux & Nordics)

    How the leading supplier of returnable plastic packaging Schoeller Allibert is in transit from ITSM to ESM

    Ranadeep Sarkar, Global Service Delivery & Information Security Officer, Schoeller Allibert

    Regional Stories EU (Benelux & Nordics)

    How Fonky Sales changed rapidly their business model with Freshworks from direct sales to tele-sales.

    Azarags Talebi, Data Protection Officer, Fonky Sales

    Regional Stories EU (Benelux & Nordics)

    The FIVE common mistakes in customer experience management (and how to overcome them)

    Nienke Bloem, CCXP

    It is time for a CX refresh. The future of customer experience is one in which companies feel the sense of urgency of the rising expectations of customers. Whether in B2B, B2C or B2me. Together we explore the five common mistakes when it comes to customer experience management and practical strategies to overcome them. Expect best practices for inspiration and practical methodologies to implement and scale your CX results across silo, bottom up and top down to engage the whole organization for CX success.

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    Regional Stories APAC & MEA

    BlackBuck Success Story: India’s fastest growing logistics Unicorn using Freshworks

    Siraj Uddin, Head of Customer Support and Operations, BlackBuck (Zinka Logistics Solutions Pvt. Ltd.)

    Learn how Blackbuck, who have built India's largest trucking network uses Freshworks to create an efficient and seamless experience for shippers and truckers.

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    Regional Stories APAC & MEA

    Lenskart: An omnichannel success story using Freshworks

    Ramneek Khurana, Co-Founder & VP Product, Lenskart

    Learn how India's fastest growing eyewear company and largest eyewear company online, Lenskart is able to provide Omnichannel Customer Engagement using Freshworks.

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    Regional Stories North America

    Dwyer Instruments: Business & IT Alignment for Digital Transformation

    Brad Rennick, Global Director of Sales, Dwyer Instruments

    Bill Hester, IT Director, Dwyer Instruments

    Zach Diamond, Digital Transformation - Lead, Dwyer Instruments

    Successfully executing a Digital Transformation strategy requires fundamentally shifting key operations and value delivery for customers. In this panel, hear how manufacturing leader, Dwyer Instruments - approached the brewing need for Digital Transformation and what sparked their partnership across the Freshworks platform.

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    Regional Stories North America

    A Panel Discussion: What success looks like for Freshworks + Randstad.

    Ben Tune, Technical Analyst, Randstad

    Randstad is the largest recruiting agency in the world. Their partnership with Freshworks and global implementations of Freshdesk and Freshservice have allowed them to continually improve operationally as an organization. Watch this video to hear how Randstad has evolved with Freshworks over the years.

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    Regional Stories North America

    Freshworks at Discover Financial

    Jeff Stone, Senior Director, Digital Customer Service, Discover Financial Services

    Price Vetter, Senior Manager, Digital Servicing, Discover Financial Services

    A panel discussion with the Digital Customer Service team at Discover Financial Services about their challenges and priorities in the Customer Experience (CX) side, and how Freshdesk has been helping them meet their goals.

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    Regional Stories North America

    Powerschool: Improving Employee Experience

    Volker Otto, VP, IT, Power School

    Learn how Powerschool, the world's leader in K-12 software built a Freshservice help desk that the whole company can use to deliver a fantastic employee experience.

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    Regional Stories North America

    RingCentral: Building a foundation for the Future

    Fred Chin, Senior Director, End User Services, RingCentral

    A successful ITSM implementation is built with the future in mind. Join our discussion as RingCentral, the world's leading provider of global enterprise cloud communications and collaboration solutions, sits down with Freshservice to discuss their implementation from a legacy provider to Freshservice.

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    Regional Stories North America

    How Freshservice has helped Stitch Fix in its journey

    Ravindra Sunku, Director of IT, Stitch Fix

    Freshservice won the right to become Stitch Fix's ITSM solution a few years ago. An important building block of their vision for the IT department. Today, Freshservice is supporting/enabling several different functions, including Facilities, HR, Security/Incident Management, Vendor Reviews, Engineering etc

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    Product Tour Customer Experience

    Supporting customers on their favorite messaging apps

    Daniel Rajan, Lead-Product Marketing of Freshchat, Freshworks

    Customers today expect your business to be available on familiar channels like WhatsApp, Apple Business Chat, and Facebook Messenger. While this makes it convenient for customers, things can get complicated for agents. With Freshchat, it doesn't have to be. In this video for support agents, you will learn how to respond and manage conversations coming in from multiple channels efficiently, making the support experience convenient for both agents and customers.

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    Breakout Tracks Customer Experience

    DIY customer service: Understanding Travix’s automation-first approach to service

    Marloes Vierhout, Global Director Customer Service & Innovation, Travix

    Raymond Hüner, General Manager-Benelux & Nordics, Freshworks

    Since February 2020, the travel and hospitality industry has been dealing with overwhelming contact volumes, anxious customers, and a fall in staffing. Join Marloes Vierhout, Director of Customer Care Business Support at Travix, a global online travel agency, as she talks to us about how her organization’s investment in automation-first customer service ensured endurance as they navigated the new normal.

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    Breakout Tracks Customer Experience

    Going ‘glocal’: How Sodexo Benefits and Rewards Services serves customers across 34 countries

    Thibault Guerard, Vice-President Customer Experience and Care, Sodexo

    Angelica Reyes Froment, Head of Marketing-Europe, Freshworks

    Sodexo Benefits and Rewards Services, a French company, partners with companies to build within and beyond the workplace distinctive Employee Experiences and seamless Mobility and Expense Management solutions. With a presence in over 34 countries across Asia, Latin America, Europe, and Africa, Sodexo Benefits and Services Rewards aims to bring local flavor to all its customers: 470 000 B2B Clients, 35 Million Consumers, and 1,300,000 affiliated merchants. Join Thibault Guerard, Vice-President Customer Experience and Care, as he talks about how Sodexo has evolved through the crisis to bring better customer experience to countries that need it.

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    Breakout Tracks Customer Experience

    Taking high-touch jewelry shopping online: The story of Blue Nile

    Michael Hopkins, VP Sales and Service, Blue Nile

    Gireesh Subramaniam, VP, Product Management, Freshworks

    Jewelry is meant for special occasions, and often customers want to feel the product before they make that special purchase. That's why Blue Nile has to work harder than most in making their online jewelry business a success. Join Michael Hopkins, VP Sales and Service at Blue Nile, as he shares the secrets to CX at Blue Nile and how they translate special, once-in-a-lifetime shopping experiences to the online world.

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    Breakout Tracks Platform

    Leave the scaling to us: Freshworks + AWS Lambda

    Satwik Hebbar, Director of Engineering, Freshworks

    Danilo Poccia, Chief Evangelist (EMEA), Amazon Web Services

    Thousands of customers have adopted AWS Lambda serverless computing service to simplify complex deployments, accelerate time to market and deliver on-demand scaling. Join this session to hear from AWS and Freshworks leaders on how you can leverage AWS Lambda to create seamless customer experiences.

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    Breakout Tracks Customer Experience

    The New CX Mandate: Trends & Insights to Navigate the Next Normal

    Nicole France, VP & Principal Analyst, Constellation Research

    Pradeep Rathinam, Chief Customer Officer, Freshworks

    What does the future of customer experience look like? We've conducted a survey of 1,500 customer service leaders around the world to understand what changes they've seen in the last 6 months, and what they think the future looks like. The topics we'll cover include: - The adoption of a hybrid work model - The need for organizations to be remote-ready - The increasing importance of meeting customers where they are - The role of technology in CX

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    Breakout Tracks Customer Experience

    CX Roadmap: Product Innovations & Impact

    Vivek Asija, Freshworks Sr. Director of Product Marketing

    Rohit Agarwal, Freshworks Director of Product Management

    Freshworks is building the world's most complete customer engagement platform, with a product strategy of both breadth and depth. In addition to core functionalities such as case management, knowledge base, and more in an all-in-one SaaS solution, we are aggressively pursuing a product add-on strategy with innovations in Advanced AI, Bots, Field Service Management and Customer Success. With Freshdesk Omnichannel and Freshsuccess, along with the newly launched Freshworks CRM, we offer the most comprehensive CX solution for the entire customer lifecycle, from acquisition to support to retention. In this roadmap session we will highlight key product strategies on our CX roadmap.

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    Breakout Tracks Customer Experience

    Blitzscaling your customer support with AI (AI and Bots in Customer Service)

    Natarajan Chandrasekaran, Freshworks, Sr. Manager - Product Marketing

    With growing customer expectations necessitating faster, personalised experiences on one side and the need to control expenditures on the other, companies have it tough. The impact of COVID worldwide and new work patterns like remote working have resulted in a rise in customer support volumes on digital channels, decreased agent productivity and more challenges in onboarding employees. How are some new-age companies using the power of AI to deal with these issues? In this session, you’ll hear experts from Freshworks share real-world lessons gleaned from thousands of customer interactions.

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    Breakout Tracks Customer Experience

    Elevating the Omnichannel Experience for Agents, Managers, and Customers

    George Szundi, Product Marketing Lead, Freshworks

    Durga Sundaram, Product Marketing Specialist, Freshworks

    Consumers have rapidly adopted new digital channels in their everyday lives, transforming their expectations on how to engage with brands. Today, companies that provide the best customer experience are those that have embraced an omnichannel approach. In this session, we’ll share our strategy and best-practices for omnichannel transformation, and what a seamless omnichannel experience looks like for customers, agents, and support managers.

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    Breakout Tracks Customer Experience

    Making CX Conversational: The Winning Blueprint for the Next Normal

    Subharun Mukherjee, Director - Product Marketing, Freshworks

    Forward-looking organizations are increasingly adopting a Conversational CX model. Conversational CX blends the power of asynchronous messaging with AI chatbots, making support convenient for customers and scalable for organizations. All this, while maintaining a personal one-on-one experience. Conversational CX equips organizations to deal with the surge in demand for digital engagement. In this session, we’ll take you through: - How Conversational CX serves as a transformational accelerant to future-proof an organization’s customer engagement model. - An assessment framework to diagnose ‘conversational’ maturity and competency levels for your contact center. - Practical steps and best practices regardless of the level you are at today.

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    Breakout Tracks Customer Experience

    CX – Platform: Transform Customer Experience with Freshworks NEO

    Preethy Padmanabhan, Head of Product Marketing, Freshworks Platform

    Vivek Asija, Sr. Director of Product Marketing, Freshworks

    Eric Holliday, Head of Data and Systems Management, Springer Nature

    Legacy systems impede businesses from delivering fast customer response and proactive support. In this session, Springer Nature, a global publishing company, will share how they transformed customer experience by embracing a modern SaaS solution. Springer Nature implemented Freshdesk to deliver customer support for thousands of customers and leveraged the Freshworks Neo slack integration to connect internal teams and customers at a global scale.

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    Breakout Tracks Customer Experience

    Avoid Customer Churn with Proactive Customer Support

    Param Vora, Product Lead - Freshsuccess

    For account managers and customer success professionals in B2B companies, reducing churn and fostering advocacy with a proactive support strategy is key for long-term revenue health. By integrating customer data streams from multiple sources, it is now possible to create customized churn detectors that serve as an early-warning system. For this, organizations must adopt a structured approach to data integration and the templating and automation of account health in their Customer Success or Account Management functions. In this session, we'll propose the Freshsuccess Customer Success Maturity Framework (CSMF), which offers a practical approach to maximize customer lifetime value.

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    Breakout Tracks Customer Experience

    Building Resilience: Mental Health in the Social Distancing Era

    Andrew Navin, Freshworks Director of Customer Support

    Sarah Betts, Agent Relationship Specialist, Openly

    Stress, anxiety and burnouts are a stark reality in customer service, especially in 2020 - but they don't get the attention they deserve. In this session, we will be speaking with Support Driven, a community made up of over 500 customer service professionals, and Andrew Navin, Director of Customer Support at Freshworks, to understand how they tackled the issue of mental health within their teams, and what practices they put in place to support their agents. Find out why mental health is important now more than ever, and what you can do to boost employee morale and motivation in your organizations.

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    Breakout Tracks Customer Experience

    AI Chatbots: The secret to Being Prepared for a Contactless Holiday Season

    Vijay Shankar, Co-founder & Solutions Engineer, Freshworks

    E-commerce businesses everywhere are gearing up for the festive shopping season - refining their processes, hiring new staff, and stocking up for the expected surge in demand. AI-powered chatbots are a great way to engage with customers instantly, deal with routine queries and free up your agents' time to deal with more complex issues. In this session, get a view of the different ways customers are using AI bots for CX. Vijay Shankar takes you through how e-commerce businesses worldwide are using bots to personalize support for customers and make agents more productive. See how real businesses are leveraging bots and Freddy AI for CX to offer stellar customer experiences.

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    Breakout Tracks Customer Experience

    Making the case for customer service investment

    Micah Solomon, CX Expert and Bestselling Author

    Jason Pearson, Head of Product Support, Figma

    Jeff Beaumont, Senior Manager of Customer Success Operations, Gitlab

    Manoj Paulraj, Head of Support of Freshchat by Freshworks

    Micah speaks with key members of the Support Driven Community, Jason Pearson, Head of Product Support at Figma, and Jeff Beaumont, Senior Manager of Customer Success Operations at Gitlab, along with Manoj Paulraj, Head of Support for Freshchat by Freshworks. They will discuss how you can quantify the business impact of customer support and make it a top investment priority for their management.

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    Breakout Tracks Customer Experience

    Managing Hypergrowth – How HomeChoice Used WhatsApp to Grow 10X

    Nidahl Schroeder, Digital Product Owner, HomeChoice

    Modern problems require modern solutions. Join Nedahl Schroeder, Digital Product Owner at HomeChoice, in this session on how the business drove revenue through modern messaging channels, such as WhatsApp and Facebook Messenger, to achieve 10X growth. From handling high volume on inquiries to reducing undelivered goods, learn how HomeChoice leveraged Instant Messaging channels to assist both customers and their internal staff to scale across their business.

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    Breakout Tracks IT Service Management

    Future-proofing Service Management: Lessons learned and the way forward

    Richard Pastore, The Hackett Group, Senior Director, IT Research Advisor

    Madhu Nair, IT Research Advisor Freshworks, Director of Product Marketing

    Planning and preparing to handle serious incidents or disasters is critical for any business. Knowing how to continue operating efficiently within a reasonably short period is the primary goal of Business Continuity. Join this session to get insights on how CIOs can leverage people, process, and technology to future-proof service management in the next normal.

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    Breakout Tracks IT Service Management

    Roadmap: Product Innovations & Impact

    Chad Haftorson, Freshworks, Senior Director of Product Management

    At Freshservice, we craft our roadmap following the industry trends, growing customer needs, and technological advancements to be closely aligned to your business goals. Join us to get a peek at how Freshservice is going to evolve in 2020 and beyond, aiming at your success in the future.

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    Breakout Tracks IT Service Management

    Unlock Productivity with Freshservice Orchestration Center

    Padmavathy Sankaran, Freshservice, Product Marketing Consultant

    Vishal Abraham, Freshservice, Product Manager

    IT Operations managers struggle with fewer resources to manage heterogeneous IT environments that include cloud infrastructure and 3rd party applications. Automating your repetitive IT operations is key to free up your workforce to focus on strategic work. Join this session to understand workflow-driven orchestration approach to boost productivity and drive service agility for your business.

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    Breakout Tracks IT Service Management

    What’s New in Freshservice: Major Capability Announcements in Freshservice

    Joy Su, Senior Director of Product Marketing, Freshservice

    Chad Haftorson, Senior Director of Product Management, Freshworks

    IT Service Management (ITSM) is experiencing a paradigm shift in strengthening and forging relationships among stakeholders. During this process, Freshservice has evolved from a relevant player to a business partner. Please join us to learn our new capabilities that augment IT Operations Management (ITOM), introduce Virtual Agents and redefine Project Management.

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    Breakout Tracks IT Service Management

    Humanizing AI with Virtual Agents

    Nishant Arora, Senior Manager - Product Marketing, Freshworks

    AI is expected to transform every dimension of the human experience, including the way we work. Leading CIOs today are using advancements in AI technologies like Virtual Agents to transform employee experience with IT. Join Nishant for an exciting session in which he will share trends, business benefits and best practices from real-world implementations of ITSM Virtual Agents powered by AI.

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    Breakout Tracks IT Service Management

    Exclusive Preview of Project Management for Modern IT teams

    Vishal Nema, Product Marketing Specialist, Freshworks

    Today ITSM and project management tools are forced together with a broken integration, and most tools available in the market are not optimized for the new world of agility and modern DevOps practices. Join this session for an exclusive preview of modern project management tailor-made for IT teams.

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    Breakout Tracks IT Service Management

    Optimize IT Operations for the Next Normal – Key Trends & Insights

    Chad Kalmes, Technology Operations Advisor, Pagerduty

    Joy Su , Senior Director of Product Marketing, Freshworks

    Ankur Gakkhar, Senior Product Manager, Freshworks

    In this session, we go behind-the-scenes to reveal how to optimize service operations for COVID-19 & beyond. Know about the latest trends and gain practical insights into IT operations management from experts.

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    Breakout Tracks IT Service Management

    Right-size AI for IT Service Mangement

    Joy Su, Senior Director of Product Marketing, Freshworks

    Chad Haftorson, Senior Director of Product Management, Freshworks

    In this session, we separate what's real from the hype when it comes to AI in ITSM. Learn how right-sizing AI initiatives can make a tangible impact on your IT service experience.

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    Breakout Tracks IT Service Management

    The Big Shift in IT Asset Management – A COVID-19 Impact Analysis

    Joy Su, Senior Director of Product Marketing, Freshworks

    Jason Lomax, VP of Global Customer Support, Device42

    In this session, we discuss the big shift in IT asset management, courtesy remote work. As flexibility and access become increasingly important, learn how the cloud can help you win.

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    Breakout Tracks IT Service Management

    How Can IT Teams Make ‘Return to Work’ Safer and Better?

    Joy Su, Senior Director of Product Marketing, Freshworks

    Nicholas Jager, Director of Digital technology & Cloud, itSMF USA

    This session discusses a three-pronged approach that IT teams can take to ensure a safer and superior return-to-work experience.

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    Breakout Tracks IT Service Management

    Enterprise Service Management at scale—How to maximize value from service management

    Constantin Vohs, Sr. IT Analyst, Global IT, EF Education First GmbH

    Madhu Nair, Director of Product Marketing, Freshworks

    Organizations worldwide are updating their service desk capabilities to cater to the IT and non-IT requests of their employees so they can be as productive remotely as on-site. Join us for this session as we discuss the importance of enterprise service management and how IT teams can develop and deploy enterprise service management at scale.

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    Breakout Tracks IT Service Management

    Bridging the Gap between Operations Management and Service Management

    Karthik Pasupathy, Lead - Product Marketing

    This year, Freshservice is entering the world of operations management. Join our session to learn how various components of operations management seamlessly work with our ITSM modules to provide visibility on your IT infrastructure, ensure business availability, and elevate the overall service management experience.

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    Breakout Tracks CRM

    CRM is Dead, Long Live CRM: The Future of CRM is Here and Now

    David Krauss, Sr. Director, Product Marketing

    Legacy CRMs with partially integrated systems make for data-dumping grounds fraught with inconsistencies, lack of insights, and fragmented views of the customer. Teams are burdened with manual data entry, leading to low CRM adoption, low productivity, and unhappy work environments. As a result, customers have poor experiences as both sales and marketing work with dated, incomplete, and incorrect information. We have the solution to this: Freshworks CRM. This AI-powered platform helps businesses unify their internal silos and deliver personalized experiences across marketing, sales, and service at scale. Tune in to experience how Freshworks CRM delivers the future of customer engagement.

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    Breakout Tracks CRM

    CRM Roadmap: Freshworks CRM 2020 and Beyond

    Peter Stadlinger, Head of Product for Freshworks CRM

    Freshworks CRM is the world's most complete customer relationship management solution. The platform is every salesperson's and marketer's dream come true, allowing for attracting prospects across channels, engaging with them to win deals, and even nurturing them. In this session, the product team will discuss key capabilities such as SFA, Marketing Automation, AI, Analytics, Chat and Caller.

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    Breakout Tracks CRM

    All in Favor of a Great CRM, Say ‘AI’

    Peter Stadlinger, Head of Product for Freshworks CRM

    Unleash the power of Freddy AI. Shape the winning behaviours of your team and guide them to achieve success. Analytics is no longer about discovering insights from data of the past but about opening windows of opportunities into the future. Modern enterprises rely on AI-powered actionable insights to drive better outcomes. Freshworks CRM, powered by Freddy AI, delivers a layer of advanced AI capabilities on top of sales and marketing workflows, empowering companies to deliver individualized and predictive customer experiences. Powered by advanced machine learning, natural language processing, and predictive analytics, Freddy helps teams prioritize deals, recommends how to engage with potential customers, and assists in dynamically reviewing pipelines by suggesting the next best actions.

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    Breakout Tracks CRM

    The Surprising Link between Sales Team Happiness, their Performance and CRM

    Thiago Sá Freire, Chief Revenue Officer, Chorus.ai

    What do high-performing sales teams have in common that others don’t? Findings from our recent study with the Harvard Business Review Analytic Services reveal that there is one key ingredient that matters - happiness levels of teams. Happier sales teams deliver superior performance. In this session, you’ll gain insights into how to build a happy sales team and the crucial role of CRM in the team’s happiness.

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    Breakout Tracks CRM

    Why are Sales Leaders Disillusioned with their CRM after Just 2 Years?

    Kate Leggett, VP and Principal Analyst, Forrester Research

    Dane Anderson, SVP, Forrester Research

    Sales leaders experience dissatisfaction with their CRM after just 2 years. The two big reasons they cite are managing data quality and a complex system with unnecessary features. This is compelling them to switch, finds Forrester Research. So what are successful sales leaders doing differently? Join the session to get detailed insights.

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    Breakout Tracks Platform

    The New Enterprise Grade Platform

    Preethy Padmanabhan, Head of Product Marketing, Freshworks Platform

    Holger Mueller, VP, Analyst - Constellation Research

    The era of infinite computing has arrived, wherein the platform no longer poses a limitation on the software’s possibilities. This session covers key market trends for SaaS platforms from building cloud native apps to low code automation to democratized AI. With the right platform in place, the future is now.

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    Breakout Tracks Platform

    Roadmap: Platform Innovation and Impact

    Tejas Bhandarkar, Head of Product, Freshworks Platform

    Freshworks delivers a modern, intelligent, enterprise-class platform with flexible, extensible building blocks and powerful out-of-the-box capabilities for customers and developers. Learn how you can plug and play the best of breed platform technologies into your ecosystem.

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    Breakout Tracks Platform

    The Unified Messaging Experience

    Ravi Madabhushi, Senior Product Manager, Freshworks Platform

    Rohan Thomas, Director, ISV Sales, Twilio

    In the modern age, customers need to establish and manage messaging communications across multiple channels (e.g., Whatsapp, Slack, Teams, SMS) and enable efficient routing of messages. Learn how to build effective omnichannel experiences for your customers with the Freshworks platform.

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    Breakout Tracks Platform

    Platform Gamechanger – High Quality or Faster Time to Market – Why Choose?

    Satwik Hebbar, Director of Engineering, Freshworks

    Jansen Cinco, Senior Manager - Global IT Support, VICE Media Group

    Developers need rapid tools and self-service components to build apps and customizations, which are secure and scalable. Discover a developer platform that empowers serverless architecture, delivers low code automation, and provides tool kits that enable developers to build applications rapidly. It's time to stop worrying about provisioning or maintaining infrastructure and start building your fabulous apps of tomorrow.

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    Breakout Tracks Platform

    Platform Gamechanger – Enrich Team Collaboration Experience

    Muthukumar Ravishankar, Senior Product Manager, Freshworks Platform

    Eric Holliday, Head of Data and Systems Management, Springer Nature

    Jamie Young Perlman, VP Business Development, Dropbox

    Align your team collaboration experience with customer use cases and workflows. Learn the benefits of context-based collaboration across Freshworks products and experience integrated communications with 3rd party collaboration providers such as Slack, MS Teams, etc.

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    Breakout Tracks Platform

    Platform Gamechanger – Driving Business Intelligence with Freshworks Analytics

    Ramesh Ganapathy, Product Lead - Freshworks Analytics

    Sarah Jane Pena, Reporting Business Analyst, Elsevier

    Leverage data and make business-critical decisions across your customer lifecycle, with unified analytics. Whether it’s through curated out-of-the-box reports or custom reports built for your specific requirements, unearth insights, and incorporate data into your everyday decision-making process.

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    Breakout Tracks Platform

    Platform Gamechanger – Leave the scaling to us: Freshworks+AWS Lambda

    Ravi Madabhushi, Senior Product Manager, Freshworks Platform

    Prasad Ramakrishnan, CIO, Freshworks

    An increasing trend for mobility and BYOD drives the need security without compromising usability, productivity, and convenience. Unified Freshworks Experience delivers security without compromising user experience. Learn how you can centrally manage and securely access your Freshworks accounts from anywhere, from any device, and seamlessly accomplish your goals.

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    Breakout Tracks Platform

    Platform Gamechanger – Personalize Customer Engagement with UCR

    Muthukumar Ravishankar, Senior Product Manager, Freshworks Platform

    Swati Sharma, Staff Product Manager, Freshworks CRM

    Girish Mathrubootham, CEO, Freshworks

    The Unified Customer Record (UCR), Freshworks' native CDP, provides a 360-degree view of the customer enabling contextual & predictive engagement. It allows data sharing across multiple services and customer accounts to provide a unified view of customer information. Join this session to learn about how Freshworks Neo UCR delivers seamless experiences to Freshworks CRM customers.

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    Masterclass Courses Customer Experience

    Managing a Remote Team – Hiring, Training, and Scaling

    Pam Dodrill, VP of Customer Support and Success, Zapier

    Masterclass Courses Customer Experience

    Encouraging Diversity in Your Customer Support Team

    Lisa Stoner, Global Head of Support Operations and Co-Chair Women, Uber

    Masterclass Courses Customer Experience

    How to Use Videos in Customer Support

    Stacy Justino, Director of Customer Happiness, Wistia

    Masterclass Courses Marketing

    How to Hire Great Marketers?

    Bryony Pearce, Director of Content, Product Marketing Alliance

    Masterclass Courses Marketing

    A Guide to Crisis Communications Principles

    Hailley Griffis, Head of Public Relations, Buffer

    Masterclass Courses Marketing

    Mastering the Science of Copywriting

    Ben Battaglia, Director of Marketing, Lessonly

    Masterclass Courses Sales

    Inbound Sales 101

    Aliisa Rosenthal, VP of Sales, WalkMe

    Product Tour Customer Experience

    Run an efficient support team with Freshdesk (Agent)

    Vigneshwar Narayanan, Lead-Product Marketing, Freshdesk

    Masterclass Courses Sales

    Managing a Sales Team Through Crisis

    Alyson Baber, Sales Leader, Zoom

    Masterclass Courses IT Service Management

    Implementing Self-Service Within an Organization

    Aprill Allen, Founder, KCS

    Masterclass Courses IT Service Management

    Managing a Remote Workforce with ITIL 4

    Akshay Anand, Product Ambassador, ITSM AXELOS Global Best Practice

    Masterclass Courses IT Service Management

    Employee Productivity Through Effective Internal Escalation

    James Gander, IT consultant across ANZ, Gander Service Management

    General Session Keynotes

    CEO’s Welcome and Keynote

    Girish Mathrubootham, CEO, Freshworks

    Freshworks CEO & Founder, Girish Mathrubootham, welcomes you to Refresh, our annual global user conference of leaders who are putting their employees and customers first. In his keynote address, Girish will feature inspiring customer stories that have fueled employee productivity and created customers for life in a year like no other. He'll unveil new products, provide a snapshot of where Freshworks is today and share a few surprises along the way.

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    General Session Keynotes

    Freshworks Product vision

    Prakash Ramamurthy, Chief Product Officer, Freshworks

    Freshworks Chief Product Officer, Prakash Ramamurthy, highlights our latest CRM, CX, ITSM and platform innovations and demonstrates how you can gain even more value from your Freshworks solution. Join this information packed session to find out what's new on the product front and how you can put the latest tech to immediate use to energize your employee and customer experience.

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    General Session Keynotes

    5 New Ways Companies are Getting and Keeping Customers Today

    Nathan Latka, Founderpath

    Best-selling author Nathan Latka explores five unique ways in which companies are acquiring customers today. He'll provide insights from interviews with SaaS CEOs and share how they are navigating the new normal. This informative keynote address will provide you with specific actions that can help you boost your sales and retention efforts.

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    General Session Keynotes

    Reimagine Platform Experiences with Freshworks and AWS

    Preethy Padmanabhan, Head of Product Marketing, Freshworks Platform

    Tejas Bhandarkar, Head of Product, Freshworks Platform

    Wesley Story, Enterprise Strategist, Amazon Web Services

    Roland Naidoo, Operations Executive, Head of Ops, ‎MultiChoice Group

    In this new enterprise software era, a platform is an essential part of a business’s software stack driving both employee and customer experiences. Cloud excellence, business-IT fusion and continuous intelligence with AI are key imperatives driving platform Innovation in modern times. Join this session for an engaging conversation on building a culture of innovation and the benefits of a modern and intelligent platform.

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    Product Tour Platform

    There’s an app for that!

    Freshworks Marketplace is the one-stop-shop solution for customers to easily browse, try, and install trusted applications with one-click. In this video, we will explain what our marketplace offers in terms of diversity of apps and how easy it is for you to discover and evaluate the app that enhances your Freshworks products' experience.

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    Product Tour IT Service Management

    Service Management for the modern CIO

    Hemalakshmi, Product Marketing Specialist, Freshservice

    To keep up with the evolving landscape of service management, modern CIOs are continuously finding ways to transform their IT with advanced technology. Watch the video to understand what service management looks like for modern CIOs.

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    Product Tour IT Service Management

    Employee support Anytime, Anywhere for the remote era

    Lakshmy Govind, Program Manager, Freshservice

    The shift to remote work has been expedited in many organizations. With the right service management strategies, this transition can be more predictable, frictionless and effective. As we soldier on to an era in which remote working is widely practiced, here are 4 ways to bolster your service management while supporting employees wherever they are.

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    Product Tour IT Service Management

    Breaking silos between Operations Management and Service Management

    Ramsundar, Product Marketing Specialist, Freshservice

    ITSM and ITOM are both aimed at to deliver superior end-user experience and remarkable quality of service. With growing complexity in enterprise infrastructure and ever increasing customer expectations, it has become inevitable for ITSM and ITOM to operate together for success.

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    Product Tour IT Service Management

    Unlocking Employee Productivity with Freshservice (Overview)

    Aishwarya Mohan, Product Marketing Specialist, Freshworks

    Today’s touch of digital transformation is a game-changer for businesses and their employees. Introducing Freshservice as an organization’s right choice that can help them charge their employees to be 100% productive.

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    Product Tour Customer Experience

    Run an efficient support team with Freshdesk (Admin)

    Vigneshwar Narayanan, Lead-Product Marketing, Freshdesk

    Product Tour IT Service Management

    Taking Self-service to employees with Virtual Agent

    Ramsundar, Product Marketing Specialist, Freshservice

    IT Teams spend a huge amount of time and effort to build self-service portals. But employee adoption has been a huge challenge! IT support should be delivered in collaboration channels like Slack and Microsoft Teams, where employees live and work. Join this session to find out how Virtual Agent can be leveraged to provide instant and round-the-clock support to employees.

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