Dennis Woodside of Freshworks joins host Bob Laliberte of theCUBE Research to discuss Refresh 2026 announcements and the evolving role of artificial intelligence in service management and employee experience. Woodside draws on experience leading Freshworks to explain platform strategies: depth and scale, ease, choice and trust. They highlight new capabilities including AI agent studio, MCP gateway, experience level agreements XLA, and integrated IT asset and operations management ITOM.
Key takeaways include that enterprises must consolidate fragmented technology stacks into a single system of record before applying AI, and that AI adoption should proceed workflow by workflow to achieve measurable time to comfort. Woodside emphasizes measuring impact via experience level agreements XLA rather than traditional service level agreements SLA. They note Freshworks' position to help agile enterprises govern and scale thousands of AI agents securely, supporting digital transformation, automation and improved employee experience.
Watch the Refresh 2026 keynote for deeper discussion of platform strategy, AI governance, service management and IT operations.
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Dennis Woodside, Freshworks
Dennis Woodside of Freshworks joins host Bob Laliberte of theCUBE Research to discuss Refresh 2026 announcements and the evolving role of artificial intelligence in service management and employee experience. Woodside draws on experience leading Freshworks to explain platform strategies: depth and scale, ease, choice and trust. They highlight new capabilities including AI agent studio, MCP gateway, experience level agreements XLA, and integrated IT asset and operations management ITOM.
Key takeaways include that enterprises must consolidate fragmented technology stacks into a single system of record before applying AI, and that AI adoption should proceed workflow by workflow to achieve measurable time to comfort. Woodside emphasizes measuring impact via experience level agreements XLA rather than traditional service level agreements SLA. They note Freshworks' position to help agile enterprises govern and scale thousands of AI agents securely, supporting digital transformation, automation and improved employee experience.
Watch the Refresh 2026 keynote for deeper discussion of platform strategy, AI governance, service management and IT operations.
