Refresh Virtual Summit 2026

What you'll learn

• [{"title":"Opening Keynote | Service Transformation, made real","time":"","description":"Every CIO has an AI mandate, but while the promise is clear, the path to impact remains murky. Applying AI to complex systems accelerates chaos instead of creating clarity, so we’ll dig into deploying AI the right way—uncomplicating service, empowering teams, and turning potential into progress.","speakers":"Julie Mohr, Pete Petrocelli, Dennis Woodside, Kady Srinivasan, Srini Raghavan","_key":"838eda4a-6890-4e0f-99f1-f0d34f6113be"},{"title":"The Future of Employee Experience: Building Proactive and AI-native ServiceOps","time":"","description":"This session explores the vision for AI-enabled ServiceOps, a unified model that connects service management, infrastructure intelligence, and technology operations. Discover how forward-thinking organizations are using AI to prevent disruption, improve reliability, and deliver seamless employees experiences at scale.","speakers":"Gautam Sethi, Ido Benmoshe","_key":"56425f51-a466-4389-a89a-59622eaf6e7b"},{"title":"AI Agents in Action: Purpose-Built for IT and HR Service Delivery","time":"","description":"Employees expect instant, personalized support, not tickets or policy searches. In this session, see how organizations can use AI Agent Studio to modernize IT & HR service delivery with trusted and domain-specialized, no-code AI agents.","speakers":"Venkat Venkataraman","_key":"c7fc8577-d15e-46ab-9661-baf4dac797b6"},{"title":"Aligning IT and HR for a seamless employee experience","time":"","description":"Join Freshworks CIO Ashwin Ballal and CHRO Johanna Jackman in an engaging fireside chat around aligniing IT and HR on the right kind of people, process and system transformation to drive a seamless employee experience.","speakers":"Ashwin Ballal, JJ Jackman, Kady Srinivasan","_key":"980527db-f42d-407f-83f5-4b9273dfc634"},{"title":"Breaking the Silos: Aligning Dev and IT for Modern Incident Response","time":"","description":"When incidents strike, service desks see the user impact while engineering teams work to restore systems, often in disconnected tools and workflows.\n\nBut modern environments demand real-time coordination. In this session, we’ll explore how leading organizations align IT, DevOps, and SRE teams around a shared incident lifecycle. Learn how breaking down silos improves visibility, accelerates response, and connects user impact with operational recovery to manage incidents faster and more effectively.\n\nBecause modern incident response isn’t just about resolving tickets faster, it’s about aligning teams around reliability.","speakers":"Robert Ross","_key":"9df8daff-7416-4a0f-a877-3a8875cd57c2"},{"title":"The Service Management Maturity Journey: A Practical Playbook for IT Leaders","time":"","description":"Service management maturity isn’t a destination, it’s a journey. In this session, we’ll walk through a practical and measurable maturity model designed to help IT leaders elevate service management step by step. From aligning operations with employee experience to leveraging AI-driven insights and workflows, discover actionable strategies to progress through each stage of maturity and build a smarter, more resilient service management organization.","speakers":"Pete Petrocelli, Simon Morris","_key":"73f42b8d-3552-461b-a72d-7703866b53d8"},{"title":"What’s New in Freshservice: AI-Powered Innovation Across Service and Operations","time":"","description":"In this session, we’ll showcase our latest innovations built to power modern service and operations teams.\n\nFrom cloud-native IT Infrastructure Management and AI-driven Change Risk Intelligence to Experience Level Agreements (XLAs) and no-code automation with Agent Studio, we’re bringing new intelligence and visibility directly into how services are delivered and evolved.\n\nJoin our product experts for live demos that show how these capabilities work together — helping you prevent disruption, manage change with confidence, and deliver seamless, experience-first service across the enterprise.","speakers":"Morgan Parker","_key":"4c9fb3d0-4e01-422e-a029-b1b3b072214b"},{"title":"Breaking Barriers: How CIOs Can Navigate AI Procurement Challenges Featuring Forrester","time":"","description":"Join us for an engaging virtual fireside chat featuring Will (Forrester Analyst), Ashwin (CIO of Freshworks), and Jason (Head of ITSM Product at Freshworks). This 20-minute session will explore the challenges CIOs face in procuring AI solutions amidst resistance from Finance, Legal, and Security teams. Discover how ITSM serves as a strategic use case for AI adoption, offering quick wins through productivity gains and workflow automation. Gain actionable insights on overcoming stakeholder resistance, demonstrating ROI, and driving successful AI initiatives within your organization.","speakers":"Will McKeon-White, Ashwin Ballal, Jason Aloia","_key":"263fad13-5c35-4d67-9d45-27c9c8d97c07"},{"title":"Customer Panel: From Pilots to Production — Operationalizing AI to Enhance Employee Experiences","time":"","description":"Hear how New Balance and A+E Global Media are modernizing IT operations by moving from fragmented legacy environments to unified service platforms that improve visibility and streamline service delivery. In this session, they’ll share how this shift is enabling more proactive, data-driven operations while enhancing employee experiences.","speakers":"Markus Gaulke, Chris Kairinos, Enrique Ortegon","_key":"744c38ff-8a4f-4817-8f8a-5e74f5a07151"},{"title":"Closing Keynote | AI and the Future of Work with Anthropic","time":"","description":"Join Bryan McCann for a fireside chat on how AI is reshaping the way work gets done across organizations. The conversation will explore what AI is making easier and where complexity is increasing. Gain a practical perspective on how leaders can navigate the balance between automation, augmentation, and human ingenuity.","speakers":"Bryan McCann, Kady Srinivasan","_key":"90ca2e63-62b0-4f8b-a59e-9ab00e040aa9"}]

Topics covered