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What to expect during the Refresh North America event: Join theCUBE Nov. 17
Artificial intelligence might be widespread, but results do not necessarily always follow. Now, advocates for people-first AI seek to bridge this disconnect — for good.
One of these advocates is Freshworks Inc., a provider of AI-powered service software for customer and employee experiences. The company enters the final quarter of this year with strong momentum backed by several new offerings. These include Freshservice Journeys, designed to streamline cross-functional workflows, and Freshservice for Business Teams, a standalone product for HR, finance and legal departments to manage their own service operations. Along with the recently-upgraded Freddy Agentic AI Platform, these initiatives aim to better align organizational culture with process.
“Technology tends to be the easier part,” said Bob Laliberte, principal analyst of theCUBE Research, while addressing the topic of AI and enterprise culture. “The harder part can be the cultural and process changes. Organizations are really having to ensure that they’re making that cultural and process change so that they can … accelerate that time to comfort.”
Join theCUBE, SiliconANGLE Media’s livestreaming studio, on Nov. 17 for exclusive coverage of the Refresh North America event. TheCUBE’s interviews will explore how Freshworks and its customers are turning people-first AI into measurable outcomes — aligning culture and process, streamlining cross-team workflows through Freshservice Journeys, empowering business teams beyond IT and applying agentic AI across software-as-a-service environments. (* Disclosure below.)
People-first AI delivers outcomes on the clock
Freshwork’s pitch is simple: Uncomplicate service. Its perspective comes at a time when enterprise IT budgets are shifting from legacy applications toward generative AI and cloud development, according to Paul Nashawaty, principal analyst at theCUBE Research. The industry-spanning shift is measurable — and accelerating.
“Forty-four percent of enterprise IT leaders have reallocated budgets from legacy applications toward generative AI and cloud-native app development initiatives,” Nashawaty explained. “This shift underscores the growing demand for platforms that simplify AI adoption and improve developer productivity.”
Against that backdrop, Freshworks’ focus on Freddy AI illustrates how vendors are aligning product strategy to the new spend mix. Recent execution shows momentum, but the bar is rising. Sustaining net‑dollar retention near ~105% and deepening enterprise uptake will be critical, Nashawaty noted.
“Freshworks’ focus on its Freddy AI platform aligns with these trends,” he said. “The company reported 15% year-over-year revenue growth to $215.1 million in Q3 2025, with a non-GAAP operating margin improvement from 12.8% to 21%. These results indicate that its AI-assisted customer and employee engagement tools are gaining traction across midmarket and enterprise segments. The challenge will be sustaining momentum by maintaining its net-dollar retention rate currently near 105% and expanding enterprise adoption in an increasingly competitive AI-SaaS landscape.”
Nashawaty’s perspective suggests that sustaining momentum in people-first AI depends on how well AI works with people. That’s Freshworks’ bet behind Freddy Agentic AI — a multimodel system with an Agent Studio that lets teams build, test and ship task-focused agents inside the same conversation. The aim is fewer handoffs and faster, context-aware resolutions, as Srini Raghavan, chief product officer of Freshworks, recently explained.
“We designed our Freddy Agentic AI Platform to go beyond simple automation. It works alongside people to solve real challenges in real time,” he said. “Freddy’s multimodel architecture draws on our trusted [large language model] partners, each selected for their strengths. This layered approach helps ensure more accurate, reliable and context-aware support that helps resource-constrained teams move faster and with less friction.”
Raghavan will be among the many voices interviewed by Laliberte during theCUBE’s coverage of the Refresh North America event. TheCUBE’s coverage will surface executive and practitioner perspectives alongside real-time analysis of Freshworks’ people-first AI strategy — from Freddy Agentic AI to Freshservice Journeys — and what they mean for SaaS workflows and enterprise outcomes.
TheCUBE event livestream
Don’t miss theCUBE’s coverage of the Refresh North America event on Nov. 17. Plus, you can watch theCUBE’s event coverage on demand after the event.
How to watch theCUBE interviews
We offer you various ways to watch theCUBE’s coverage of the Refresh North America event, including theCUBE’s dedicated website and YouTube channel. You can also get all the coverage from this year’s events on SiliconANGLE.
TheCUBE podcasts
SiliconANGLE’s “theCUBE Pod” is available on Apple Podcasts, Spotify and YouTube, which you can enjoy while on the go. During each podcast, SiliconANGLE’s John Furrier and Dave Vellante unpack the biggest trends in enterprise tech — from AI and cloud to regulation and workplace culture — with exclusive context and analysis.
SiliconANGLE also produces our weekly “Breaking Analysis” program, where Dave Vellante examines the top stories in enterprise tech, combining insights from theCUBE with spending data from Enterprise Technology Research, available on Apple Podcasts, Spotify and YouTube.
Guests
During the Refresh North America event, look for voices from Freshworks Inc., McLaren Racing Ltd. and Whitlock Infrastructure Solutions. Expected guests include Dennis Woodside, chief executive officer and president of Freshworks; Mika Yamamoto, chief customer and marketing officer of Freshworks; and Dan Keyworth of McLaren Racing, with additional perspectives from companies such as Taylor Made Golf Company Inc.
These industry leaders will explore how customer and employee experience teams are modernizing operations with AI, accelerating service delivery and building partner ecosystems that drive measurable business outcomes.
(* Disclosure: TheCUBE is a paid media partner for the Refresh North America event. Neither Freshworks, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
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SiliconANGLE Media is a recognized leader in digital media innovation, uniting breakthrough technology, strategic insights and real-time audience engagement. As the parent company of SiliconANGLE, theCUBE Network, theCUBE Research, CUBE365, theCUBE AI and theCUBE SuperStudios — with flagship locations in Silicon Valley and the New York Stock Exchange — SiliconANGLE Media operates at the intersection of media, technology and AI.
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