Freshworks ($FRSH) podcast mentions
Timestamped Freshworks ($FRSH) mentions across our podcast corpus.
Yeah, yeah. So I mean, service managers, the discipline is, is complicated. The explanation of what they do is pretty simple. It's the front door. To IT. So if, you know, I'm a new employee trying to get my laptop provisioned, or if my— if I'm having an issue with an application, I might go to a portal, send an email, call the service desk, and try to get that remediated. And that, that, that space is changing pretty quickly, and that quick— that workflow is changing um, with agentic AI pretty dramatically. Yeah, no, that's, um, um, Jira does have it. So our, our competitors, you know, go beyond ServiceNow, um, into Atlassian, into Freshworks. Um, the market is a lot of players. The interesting thing about the service management market is that unlike the CRM market, customer relationship management, it's exceptionally difficult to service small, medium, large enterprises.
Ryan Manning · Eye On A.I. · AI Agents Fixing Your IT Before You Even Know Something Broke | Erhan Giral & Ryan Manning, BMC Helix · 2026-08-03And so in the high enterprise where we operate, um, we'll say the Fortune 2000, um, you submit a ticket, you're either submitting it to ServiceNow or to BMC Helix. Downmarket, um, Jira is a very popular tool, Freshworks is a very popular tool. I volunteer a few others. Yeah. Yeah, I like to think about BMC in 4 eras. Uh, era 1, Remedy rules. Um, a lot of folks know Remedy. Um, that was an acquisition that BMC made years ago, uh, and was the ServiceNow and Service Management before ServiceNow was the on-premise, uh, ServiceNow. Um, era 2, uh, about 2010, the music began to slow a little bit. Um, lost our way a little bit, a little bit in terms of, you know, uh, hopping on the cloud, uh, train. Um, and then the company ended up getting bought by Bain, taken private. Um, like, sort of continued the same mission. Um, yeah, KKR came in and said, hey, SourceNow still only has one competitor, it's BMC Helix.
Ryan Manning · Eye On A.I. · AI Agents Fixing Your IT Before You Even Know Something Broke | Erhan Giral & Ryan Manning, BMC Helix · 2026-08-03The conversation around AI and jobs is evolving. It's no longer just about AI replacing individual workers. More companies starting to suggest that it could eliminate layers of management as well. Coinbase CEO Brian Armstrong announced plans to cut roughly 14% of staff last week, citing both market volatility and the speed at which AI is reshaping the business. PayPal made a similar move, saying it plans to reduce its workforce by 20% over the next two to three years because of AI. And perhaps the clearest expression of this new thinking came from Jack Dorsey, who said, quote, most companies using AI today are giving everyone a copilot, which makes the existing structure works slightly better without changing it. We're after something different. A company built as an intelligence with no need for a permanent middle management layer. So, Scott, there's kind of a lot to this story here. Obviously we've got the layoffs, coinbase laying off 14% of the staff. That's 700 employees. PayPal saying they're going to lay off a fifth. We've had other announcements of layoffs. Freshworks laid off 11% of the staff block, which is Jack Dorsey's company. They laid off 40% of the staff. That was 4,000 employees. Employees. They did that before we saw these layoffs. Now there are questions over why are these layoffs actually happening? Is it AI washing as we've discussed? Is it actually the AI? Are they actually enabling their AI? But I think what is interesting is that we are now seeing a new thesis in the AI economy which is that AI isn't just going to replace workers, but it's going to replace managers. That is what Brian Armstrong said in his letter, which we can get into to employees. He wants to cut out middlemen management. And that is exactly what Dorsey, Jack Dorsey has described too. Let's just listen to a short clip of Jack Dorsey explaining this and then let's get your reactions.
Ed Elson · Prof G Markets · AI’s New Trillion Dollar Mission_ Delete Middle Management · 2026-05-11