“FRESHWORKS IS NOW AN AI-FIRST COMPANY”

Freshworks CEO and President DENNIS WOODSIDE reflects on his first year at the helm, shifts that powered Freshworks’ momentum, AI and the road to $1 billion revenue goal in this conversation with BW Businessworld’s ROHIT CHINTAPALI

- ROHIT CHINTAPALI

When you took over as CEO of Fresh-works a year ago, you stepped into big shoes and faced the challenge of following a founder's legacy. Never an easy act to follow. That said, the company has posted strong numbers in both revenue and margins. How has the journey been for you so far and what have been your key learnings during this first year at the helm?

In the last year, Freshworks has become an AI company. That's the bigger point. We now have 2,700 customers paying for copilot. We have 1,600 customers paying for our AI agent and we have hundreds of customers that have already used in the early access programme, our Insights products. So, we've got a full product line and we are monetising.

I am reading that we have more paying customers for AI than ServiceNow and are actually delivering AI at scale to thousands of companies and thousands of companies are benefiting from our AI. That has been the biggest accomplishment over the last year. AI is front and centre for every conversation that we have with new prospects.

There are often cultural shifts after change in leadership. Have you had to make any key adjustments since stepping into the role? How have you balanced your own leadership style with the legacy and culture built over the last 14-15 years?