For IT teams in growing organizations, the pressures of 2026 don’t feel entirely new. The volume of requests is going up, budgets aren’t keeping pace, and expectations are expanding, rarely in sync with each other. IT is expected to keep systems running smoothly while also taking the lead on AI adoption, all without additional headcount or a clearly defined roadmap.
Balancing operational continuity with future readiness has quietly become the defining challenge for IT leaders today.
To address this, Freshworks, in association with YourStory, is hosting a live webinar themed ‘Uncomplicating IT in the Age of AI: A Practical Playbook for Growing Organizations’ on April 24, 2026, at 3:00 PM IST onZoom.
Register now
The session will feature Vish Mehta, Staff Product Manager at Freshworks, and Reddy Ramprakash, Solution Engineering Leader at Freshworks, in conversation with Shubhangi Mishra, Senior Creative Lead at YourStory. Together, they will explore how growing organizations can modernize IT service management, adopt AI without layering on additional complexity, and build a clearer, more measurable case for IT’s impact on the business.
Why this conversation matters now
Across industries, many organizations are still operating on fragmented tools, disconnected data, and processes that were never designed for the pace of change now being demanded of them. The consequences of that fragmentation are becoming increasingly visible.
According to Freshworks’ The Global Cost of Complexity Report, employees lose an average of 6.8 hours every week navigating workplace inefficiencies, while organizations attribute nearly 7% of annual revenue to complexity-related losses.
At least 53% of the companies say they have not achieved the expected ROI from their software investments, often due to delays, underutilization, and poor implementation.
The report, based on insights from over 700 decision-makers across six countries, also highlights a persistent inefficiency: one in every five dollars spent on software is effectively lost to complexity.
For IT teams, this creates a compounding problem. New tools are introduced to solve existing gaps, even as legacy systems continue to run, adding layers that are difficult to integrate or simplify.
Freshworks’ report titled IT Priorities That Defines 2026 builds on this, outlining five structural shifts reshaping how high-performing IT teams operate, from reactive ticket resolution to proactive service resilience, from assistive AI to agentic workflows, and from siloed helpdesks to unified enterprise service management.
The upcoming webinar draws on these insights to focus on what these shifts look like in practice, and how organizations at different stages of growth can begin to navigate them.
What to expect from the session
Rather than staying at the level of theory, the discussion will focus on the operational realities that often go unaddressed in typical vendor-led conversations.
This includes:
- Bridging the gap between product demos and real-world implementation
- Building internal alignment and buy-in for IT transformation initiatives
- Managing change in teams where adoption, not technology, is the biggest hurdle
- Understanding when and how to expand IT’s role beyond service management into HR, Finance, and Operations
The session will also feature live audience polls, allowing participants to benchmark their organization’s maturity against peers, along with dedicated time for audience questions.
Those interested in attending the session can register here.
For readers keen to explore the subject in more detail ahead of the session, Freshworks’ report ‘IT Priorities That Defines 2026’, referenced in this article, is available to download.
Original Article
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