Srini Raghavan of Freshworks and Martha Perez of iQor join Bob Laliberte of theCUBE Research at Refresh 2026 in New York City to discuss Freshservice platform expansions and customer-driven information technology transformation. They examine integrating information technology service management ITSM, information technology asset management ITAM and incident management into a unified information technology operations management ITOM and enterprise service management ESM platform, the role of context-rich artificial intelligence agents, cross-department workflows and how a single-pane view supports employee and customer experience improvements. Raghavan emphasizes that a unified platform gives AI the necessary context for more effective incident resolution while embedding governance, security and auditability. They stress beginning with a strong data foundation and measurable outcomes. Perez recommends beginning with a high-volume end-to-end problem and reports that iQor reduces ticket volume by 39 percent through chatbots and orchestration and improves service level agreements SLAs and customer satisfaction score CSAT. They highlight practical governance and automation approaches that scale across departments and increase operational efficiency and employee experience.