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In this interview from Freshworks Refresh 2026, Kady Srinivasan, chief marketing officer of Freshworks, joins Julie Mohr, principal analyst at Forrester Research, to talk with theCUBE Research's Bob Laliberte about moving enterprises from AI experimentation to operational impact across service management and employee experience. Srinivasan outlines a fundamental shift in how CIOs see their mandate — not as IT operators but as engines of business productivity. She details why traditional service level agreements fall short and why Freshworks is advancing experience level agreements (XLAs) that pair deflection rates with employee sentiment to measure true service transformation. Mohr adds that the biggest obstacle isn't technology readiness but organizations stuck in non-production environments, unable to demonstrate measurable value to leadership and move forward. The conversation also explores Mohr's three emerging bets on where AI agents are heading: memory that personalizes interactions across sessions, skills that apply consistent behaviors across multiple agents and dreaming — a capability that lets agents self-evaluate and improve when idle. Srinivasan details how Freshworks is building a context graph to serve as a canonical source of truth, capturing not just data but the surrounding context of every interaction to support governance and orchestration at production scale. The discussion also covers Freshworks' MCP announcement, which opens the platform so customers can integrate external agents and bring in data from across their environments. From replacing legacy measurement frameworks with XLAs to building the architectural foundations for human-AI collaboration, both guests provide a practical roadmap for enterprises ready to stop piloting and start deploying. Find more SiliconANGLE news and analysis https://siliconangle.com/ Follow theCUBE's wall-to-wall event coverage https://siliconangle.com/events/ Learn about the latest theCUBE events https://www.thecube.net/ 00:00 - Intro 00:06 - Transforming Service Management: AI and the Road to 2026 02:21 - Embracing Agentic AI for Enhanced Operations 04:53 - Transforming Success: Understanding and Implementing XLAs 08:38 - Future of AI Agents and Technological Developments 10:54 - Architectural Insights for AI-Driven Operations #theCUBE #FreshworksRefresh #theCUBEresearch #Freshworks #Forrester #AI #ITSM

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