Freshworks has publicly shifted to maintenance mode on its CX business, with leadership explicitly stating they're "running CX lean" to fund aggressive growth in Employee Experience (EX), where Freshservice now generates $510 million ARR growing at 26% versus Freshdesk's $395 million ARR at just 5% constant-currency growth. The company's structural moves—consolidating revenue operations under a single CRO, hiring for channel partnerships tied to EX, and prioritising customer migration to Freshdesk Omni over net-new expansion—signal this pivot is permanent, not temporary, creating a competitive window for Zendesk and other vendors targeting Freshdesk's mid-market base whilst Freshworks' ambition redirects toward challenging ServiceNow.
Freshworks, the company that built its reputation on making customer support software simple, is now openly managing its customer experience business for low growth – redirecting its investment, its hires, and its ambition toward IT service management instead. What Do Freshworks’ Earnings Reve
Is Freshworks Walking Away from Customer Experience? CX Today