This Is an EX Business Now, and Not Your Momma's CX Business Anymore! Increased 2028 Targets on Higher EX Expectations

Research evidence excerpt

This Is an EX Business Now, and Not Your Momma's CX Business Anymore! Increased 2028 Targets on Higher EX Expectations

May 14, 2026

Agent Studio was initially introduced in 2025, today's release marks a an

expansion of the platform with new enterprise orchestration, governance,

and integration capabilities, including the launch of MCP Gateway and

broader cross-domain workflow automation within Freshservice.

The Refresh 2026 announcements reinforced Freshworks’ strategy of

moving beyond AI copilots toward fully autonomous workflow execution,

while maintaining its core positioning around ease of deployment and

usability. The event highlighted growing enterprise use-cases for AI-driven

onboarding, incident resolution, employee support, and cross-platform

workflow automation, suggesting continued focus on increasing platform

adoption, expanding automation-led ROI, and driving deeper penetration

within larger enterprise accounts.

Notes from the Floor

We walked the floor of Refresh and spoke with numerous customers and

partners. Overall, the event felt well-attended and while the group is

self-selecting, customers and partners were optimistic about Freshworks'

product roadmap and positioning.

Highlights from our discussions

●Partners are increasingly optimistic in growing their own practices,

with the ongoing success of EX moving into larger and more

complex environments where implementation and third-party ISVs

can contribute to the success. Services partners will be investing

in headcount to meet the growing demand. ISV partners are more

confident in building out new features that are deeply integrated to

complement the EX offerings.

●Customers on the whole are very pleased with the EX offering's ease-

of-use compared to previous platforms (that range from old, legacy