Latest news with #Freshworks'
Techday NZ
19-06-2025
- Business
- Techday NZ
Ian Tickle named Chief of Global Field Operations at Freshworks
Ian Tickle has been appointed as Chief of Global Field Operations at Freshworks, moving from his interim position to take on the role full-time. Tickle had previously held the role on an interim basis since early 2025, while also serving as Senior Vice President and General Manager of International Sales. He now assumes permanent responsibility for driving Freshworks' global field sales, focusing on both new business development and expanding relationships with existing customers. The company announced that Tickle, based in London, brings three decades of experience in global sales and enterprise software leadership. Prior to joining Freshworks a year ago, Tickle served in senior roles at Domo as President and Chief Revenue Officer, and at Oracle as Vice President EMEA, SaaS Solutions. His career has included extensive experience in scaling global sales operations, driving revenue growth in competitive markets, and leading transformation initiatives. The company highlighted his role in delivering results across international markets and supporting business expansions worldwide. Management view Dennis Woodside, Chief Executive Officer and President at Freshworks, commented on Tickle's appointment, noting the impact he has had since joining the company. "Since joining Freshworks, Ian has distinguished himself as a customer champion and exceptional leader, working across the organization to deliver results for our users, our teams, and our company. He's made a big impact in a short time, and I am excited to see this momentum continue under his leadership as demand for our uncomplicated IT and customer service software grows." Tickle was specifically noted for his influence on the company's financial performance in the first quarter of 2025. During this period, Freshworks posted a year-on-year revenue increase of 19%, reaching USD $196.3 million, with an operating cash flow margin of 30% and an adjusted free cash flow margin of 28%. Continued leadership In this new capacity, Tickle will continue to report directly to CEO Dennis Woodside and serve as part of the wider management team. The company stated that his London base allows him to maintain strong international ties and support global operations as part of Freshworks' ongoing expansion. Tickle outlined his plans for the new role and highlighted his initial focus since joining Freshworks. "I'm honoured to take on this role permanently and excited about the opportunities ahead for our global field operations. From day one, my focus has been on building a world-class team that partners across the business to deliver meaningful impact for our customers, our people, and the company. This new role gives me the opportunity to extend that impact more broadly, while staying deeply connected to the needs of our global markets," said Ian Tickle, Chief of Global Field Operations at Freshworks. Background Freshworks provides service software for both customer and employee experiences to more than 73,000 companies worldwide, including organisations such as Bridgestone, New Balance, S&P Global, and Sony Music. The company's solutions are used by businesses to improve service efficiency, employee productivity, and long-term customer loyalty. Tickle's work at Freshworks over the past year was noted for continued focus on customer outcomes and collaboration across different business areas. The appointment is intended to provide continuity and further the company's objectives for global growth and market expansion. Follow us on: Share on:
Time of India
22-05-2025
- Business
- Time of India
Freshworks bets on agentic AI to drive enterprise growth in 2025
Nasdaq-listed SaaS firm Freshworks is positioning artificial intelligence (AI) as a growth catalyst—not a disruptor of traditional software-as-a-service (SaaS)—with plans to expand its agentic AI services by the end of 2025, according to senior executives. 'We've been doing a lot of work in generative AI (GenAI) and are using about 40 foundation models. We are using a lot of those models to build out our own stack and then make it accessible to the people. By the end of 2025, we're going to launch a lot of agentic AI services as well,' Shelton Rego, vice president - India business at Freshworks, told ET. He was speaking on the sidelines of Freshworks' experience event in Mumbai, which showcases the company's latest tools aimed at improving customer, employee, and agent interactions. by Taboola by Taboola Sponsored Links Sponsored Links Promoted Links Promoted Links You May Like 금액 상관없이 빚이라면 딱 6%만 갚으세요 법무법인 벗 더 알아보기 Undo Freshworks, which began developing AI capabilities in 2019—well before the current hype cycle—has already rolled out GenAi copilots across its product suite, he said. In the third quarter of 2024 alone, it added 2,400 new Freddy AI copilot customers globally. The company is now focussed on expanding into full-fledged agentic AI—where autonomous agents can retrieve information, take actions, and soon execute multi-step workflows across domains. Live Events 'On the CX side, we have agents where we are already seeing close to 40-50% deflection where they are able to independently answer the questions and resolve customer queries,' said Sreedhar Gade, vice president, engineering and responsible AI at Freshworks. Discover the stories of your interest Blockchain 5 Stories Cyber-safety 7 Stories Fintech 9 Stories E-comm 9 Stories ML 8 Stories Edtech 6 Stories "In the next, maybe two quarters, we will be able to execute complex actions on behalf of a user request like booking an airplane ticket or a holiday package,' Gade added. This evolution in AI capabilities is also expected to influence how the company prices its products, moving away from subscription- or usage-based models toward value-based pricing. 'Instead of talking about 1,000 bot sessions, I would ask how many resolutions have you made? Or how many customers said thumbs up, indicating their problem was solved, versus how many times the issue was handed off from AI to a human agent? We can translate it that way,' Gade said. Freshworks currently works with more than 73,000 customers in over 120 countries across multiple verticals, including ecommerce, logistics, financial services, auto and manufacturing. India continues to play a key role in Freshworks' AI strategy—not just as a market, but as a centre for talent and product development. 'India is a strategic market also because of the talent pool that we have in AI here. A lot of the AI talent today, a large majority of that, sits in India. We see that a lot of customers are also ahead of the curve in their adoption of AI and technology. So, we see a lot of that potential in India as well," said Rego. Freshworks reported a 19% year-on-year (YoY) increase in revenue to $196.3 million for the quarter ended March 31, 2025, up from $165.1 million a year earlier, buoyed by higher operating efficiency and increased customer adoption.
Channel Post MEA
27-02-2025
- Business
- Channel Post MEA
Unisys To Resell Freshworks' ITSM Solutions
Freshworks has announced a strategic relationship with Unisys to resell Freshworks' modern IT Service Management (ITSM) solutions, including Freshservice and Device42. This partnership underscores a shared commitment to serving the mid-market —an often overcharged and underserved segment in the ITSM landscape. 'Our collaboration with Unisys is driven by a shared view that the market needs a fresh approach to IT services. Together we aim to disrupt the status quo with easy to use and deploy software that gives IT, operations, and business teams the ability to deliver exceptional experiences — without complexity,' said Laura Padilla, Senior Vice President of Global Channels and Partners at Freshworks .'The deep expertise and global reach of Unisys make the company the perfect partner to help us rapidly expand into both the mid-size and large enterprise markets.' As the first large-scale Managed Service Provider (MSP) in the Freshworks ecosystem, Unisys introduces a powerful new channel for Freshworks. A global company supporting clients in more than 120 countries, Unisys serves a diverse range of industries, including Commercial, Financial Service and Public Sectors. Unisys already secured a win with a U.S. midsized industrial company, which selected Freshservice over its previous ITSM provider and successfully went live in under 12 weeks. The ease of use, fast deployment, and quick time-to-value of Freshservice highlight the practical benefits of Freshworks' approach while further enriching and strengthening the robust portfolio of Unisys in enterprise service management. 'We are thrilled to partner with Freshworks to deliver innovative solutions to mid-market and large enterprise companies. This collaboration leverages our global workforce of IT professionals and our vast expertise in ITSM and field services,' said Patrycja Sobera, Senior Vice President and General Manager of Digital Workplace Solutions business unit at Unisys. 'Together, we are well-positioned to drive significant value for our clients, enhancing their operations and delivering exceptional service experiences.' Freshworks' expanding partner ecosystem — which includes over 500 active partners — continues to grow with this strategic collaboration. With the global workforce of IT professionals at Unisys and the company's expertise in ITSM and field services, the partnership positions Freshworks for accelerated growth while reinforcing its mission to make ITSM accessible to midmarket businesses worldwide. 0 0
