Welcome to The Works

Some exciting news to share this week: Freshworks just launched a new thought leadership magazine called The Works. We invite everyone here to check it out (freshworks.com/theworks/) and to scroll down to sample some of our top stories.

We created The Works to be a new source of strategic insight for business and technology leaders, with a distinct editorial mission: to help business leaders maximize the value of their investments in technology—especially emergent forms of AI—and empower the people who rely on that technology every day.

The Works features a team of talented journalists, designers, and subject-matter experts whose work you’ll see in feature stories and profiles, Q&As and roundtable discussions, exclusive industry research, data visualizations, and other content types we invite you to read, discuss, and share.

Here’s a peek at a few of our inaugural stories:?

How machines learned to chat

Longtime tech journalist Dan Tynan traces the multi-decade evolution of chatbot technology and breaks it down into six distinct levels of capability. Is your bank’s customer service chatbot a level 5 or closer to disappointing level 2? Check out the story to see how chat tech has advanced, and where it’s headed next.?

Creating an excellent AI ‘center of excellence’

Bestselling author and frequent HBR contributor Tom Davenport sits down with The Works to answer a timely question: For companies that are investing heavily right now into generative AI, how can they build an internal AI practice that maximizes value? Davenport explains how a “center of excellence” model can pay off—and how to get started.

5 risk-management strategies for generative AI

The business risks of deploying generative AI are real. CIOs and others needn’t fear them; they should simply get on top of managing them as early as possible. Reporter Sam Cockroft spoke with several enterprise risk and AI experts. Early adopters of generative AI, you'll want to follow their recommendations.

The long history of great UX design

What defines a truly great user experience? Senior Editor Todd Krieger explores the answer to that question—and identifies the common threads between the first Kodak cameras, World War II cockpits, the Swiffer, Siri, and nascent forms of AI. Krieger shows how design thinking, not just technology, is shaping our world more than ever.