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Dennis Woodside, Freshworks | Freshworks Refresh 2026 Analytics Table
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In this interview from Freshworks Refresh 2026 in New York City, Dennis Woodside, chief executive officer of Freshworks, joins theCUBE Research's Bob Laliberte to discuss how enterprises are moving from AI experimentation to measurable operational impact. Woodside frames the company's strategy around four core beliefs — depth and scale, ease, choice and trust — and explains why Freshworks targets what it calls the "agile enterprise": organizations that must compete with far larger rivals using leaner teams. He highlights customer wins like New Balance and Seagate, noting that Freshservice grew 27% last quarter, as proof that the platform approach is resonating at scale. The conversation also explores the wave of product announcements Woodside unveiled at Refresh 2026, including an AI agent studio that enables no-code agentic workflow creation on top of Freshservice, an MCP gateway that lets customers invoke Freshworks capabilities directly from tools like Claude or ChatGPT and a new Experience Level Agreement (XLA) framework that replaces response-time SLAs with signal-based measures of actual employee productivity. Woodside addresses where enterprises most often stall on their AI journeys — fragmented data and multi-vendor tech stacks built through years of acquisition — and outlines the consolidation-first approach that helps customers establish a single system of record before AI is applied. From governing thousands of AI agents to redirecting skilled IT talent toward higher-value work, he provides a forward-looking roadmap for how organizations can move past legacy service architectures and operationalize AI at enterprise scale. 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 00:07 - Refresh 2026: Innovations and Milestones 02:29 - Strategic Vision and Innovations: Meeting Core Customer Needs 05:49 - Agile Enterprises and Customer Success 08:19 - Addressing Enterprise Challenges 14:03 - Strategic Insights and Future Directions #theCUBE #FreshworksRefresh #theCUBEresearch #Freshworks #AI #ITSM
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