Advancing ITSM Through AI, Leadership, and Practical Innovation

On June 2025, Freshworks hosted Refresh Europe 2025 at the Emirates Stadium in London, bringing together IT, customer experience, and business leaders from across Europe and beyond. The event showcased the latest advancements in IT service management (ITSM), with a special emphasis on AI-driven transformation, practical implementation strategies, and leadership insights for organizations aiming to maximize the value of their IT investments.

Event Highlights

1. AI-Powered ITSM: Freddy Agentic AI Platform

A central theme of Refresh Europe 2025 was the unveiling of Freshworks’ next-generation Freddy agentic AI platform. This platform is designed to simplify and automate IT service delivery, addressing a key industry challenge: organizations often overspend on ITSM tools without achieving expected ROI, largely due to immature implementation practices (as highlighted by Gartner).

Key Takeaways:

• Freddy AI enables autonomous resolution of service requests, reducing manual workloads for IT teams.

• The platform delivers actionable insights, helping organizations make data-driven decisions and enhance service quality.

• Demonstrations at the event showed real-world scenarios where AI-driven automation led to measurable improvements in efficiency and user satisfaction.

2. Leadership Announcements: Ian Tickle’s Vision

The event featured insights from Ian Tickle, Freshworks’ newly appointed Chief of Global Field Operations. Tickle’s extensive experience in global sales and operations is expected to accelerate Freshworks’ growth and customer-centric innovation across Europe and Africa. A more detailed article on this appointment has already been published last week.

3. Customer Success Stories & Industry Challenges

Refresh Europe 2025 included case studies from leading European enterprises, demonstrating how Freshworks’ solutions have delivered ROI through improved ITSM maturity, enhanced cybersecurity integration, and streamlined operations.

Insights:

• Organizations that prioritized data management and cybersecurity within their ITSM strategies saw greater resilience and business continuity.

• Workshops explored common pitfalls—such as underestimating process maturity and failing to align ITSM initiatives with business goals—and provided actionable guidance for overcoming these barriers.

4. Hands-On Workshops & Product Roadmap

Attendees participated in interactive sessions covering:

• Freshservice enhancements and new integrations

• Best practices for scaling ITSM to prevent outages and performance issues

• The future roadmap for Freshworks solutions, with a focus on AI, automation, and ecosystem partnerships

Why Refresh Europe 2025 Matters for ITSM Connect’s Community

Regional Relevance: For ITSM Connect’s audience in Europe and Africa, the event’s practical focus aligns with ongoing efforts to improve ITSM data management, integrate cybersecurity, and scale service operations amidst resource constraints.

Thought Leadership: Refresh Europe 2025 reinforces the importance of not just adopting new tools, but also maturing organizational processes and skills to fully realize ITSM’s value—a core message in ITSM Connect’s own guides and podcasts.

Conclusion

Refresh Europe 2025 stands out as a flagship event driving the ITSM industry forward through a blend of technological innovation, leadership vision, and practical implementation guidance. For ITSM Connect and its community, the event’s insights offer a roadmap for navigating the evolving ITSM landscape, delivering exceptional value, and achieving operational excellence.