3218: Freshworks CEO Shares Why Speed and ROI Matter in AI Adoption

What happens when AI meets the human side of hiring? In this episode, I sit down with Rebecca Carr, CEO of SmartRecruiters, to unpack the shifting role of HR in a rapidly evolving talent landscape. With new research showing that 56 percent of leaders say talent acquisition has become significantly more challenging over the past five years, Rebecca offers a timely and thought-provoking perspective on how AI can help – and where it can’t. We explore the tension between automation and human connection, and how organizations can strike the right balance to create meaningful candidate experiences without sacrificing speed or scalability. From improving candidate discovery and reducing administrative overhead to using AI to flag unconscious bias in job descriptions, Rebecca shares how SmartRecruiters is pushing the boundaries of what recruiting platforms can do. We also touch on the implications of generative AI, the importance of explainability in AI-driven decisions, and how HR teams can move from being transactional to truly strategic partners in business. As companies demand more from their hiring processes and the competition for top talent intensifies, the need for smarter tools – and smarter strategies – has never been greater. If you're in HR, talent acquisition, or simply curious about how AI is transforming the way companies hire, this episode offers both practical guidance and a look at what’s next. What does it take to hire smarter, faster, and more fairly in 2025? Let’s find out.

What happens when the hype around generative AI starts to mature, and businesses begin asking harder questions about performance, risk, and long-term value? In today’s episode, I’m joined by Mike Mason, Chief AI Officer at Thoughtworks, to explore how 2025 is shaping up across the enterprise AI landscape—from the rise of intelligent agents to the growing traction of small, nimble models that prioritize security and specificity. Mike brings a deep, practical perspective on the evolution of AI inside complex organizations. He unpacks how AI agents are moving well beyond basic chatbots and starting to integrate into actual business workflows—performing as teammates that can reason, adapt, and even collaborate with other agents. We dig into examples like Klarna's workforce transformation and examine how this shift could play out across customer service, internal ops, and software development. We also look at what’s fueling the boom in open source AI and how companies are navigating the balance between transparency, IP protection, and regulatory readiness. Mike shares why some financial services firms are turning to in-house fine-tuned models for greater control, and how open-weight and fully open-source models are starting to gain real ground. Another key theme is the momentum behind small language models. Mike explains why bigger isn’t always better—especially when it comes to data privacy, edge deployment, and resource efficiency. He outlines where SLMs can outperform their larger counterparts and what that means for companies optimizing for security and speed rather than brute force compute. We also discuss Thoughtworks' forthcoming global survey, which reveals a growing divide in generative AI adoption. While mature players are building in bias detection and robust compliance frameworks, newer entrants are leaning toward fast operational gains and interpretability. This gap is shaping how GenAI projects are prioritized across industries and geographies, and Mike offers his take on how leaders can navigate both speed and safety. So, what role will explainability, regulation, and open ecosystems play in shaping the AI tools of tomorrow—and what should business and tech leaders be planning for now? Let’s find out in this wide-ranging conversation with Thoughtworks.

What does it really take to implement generative AI in a way that balances innovation, governance, and long-term value? In today’s episode, , I’m joined by Emma Irwin, Director of Sales Engineering at Dataiku. With a deep background in enterprise AI and experience supporting major organizations like AVIVA and the NHS, Emma brings a grounded, real-world perspective to one of the most hyped areas in tech today. While most businesses are ramping up GenAI investments, few have the processes, controls, or workforce skill sets needed to scale safely and effectively. Emma and I dive straight into the challenges that IT leaders are facing right now—from managing LLM usage and controlling cost, to building secure frameworks that actually reduce risk rather than amplify it. Emma unpacks the three key pillars every organization needs for sustainable GenAI success: access controls that keep your stack flexible, robust discovery mechanisms to document LLM usage across the enterprise, and value quantification to show the real return on AI initiatives. But what really stood out is the need for diverse teams and strong governance models to address bias in AI development. From sentiment analysis to internal chatbots and large-scale summarization use cases, Emma brings a mix of strategy and execution to the conversation. We also explore the importance of secure sandbox environments, the value of audit-readiness through documentation automation, and why it’s time for every business to move beyond experimentation into a more structured, responsible phase of AI maturity. Emma is also a vocal advocate for women in tech and AI, and shares how mentorship, representation, and inclusive leadership can help shape a more equitable future for the industry. So what guardrails do you have in place for GenAI? Are you really ready to move from pilot projects to enterprise-scale implementations? This episode is packed with insights for anyone building, managing, or scaling AI across the enterprise.

What if your mobile app could detect bugs, fix UI inconsistencies, and spot user frustration before a user ever reports it? In today’s episode, I sit down with Kenny Johnston, Chief Product Officer at Instabug, to explore how AI is reshaping the way developers build, test, and maintain mobile apps. Instabug is taking mobile observability to an entirely new level by developing what Kenny describes as “zero maintenance apps.” Powered by on-device AI models, their platform can now detect subtle UX breakdowns, visual design flaws, and even frustration signals that wouldn’t normally trigger crash reports. Whether it’s an unresponsive button, a layout shift, or a broken navigation path, Instabug flags the issue, often before a user ever notices. Kenny shares how Instabug’s approach to AI is helping development teams move faster and smarter, particularly in high-stakes environments like retail and e-commerce where performance peaks during events like Black Friday or Valentine’s Day. Through real-time crash reporting, automated UI analysis, and deep session insights, developers can spot and solve problems that would otherwise get lost in a backlog or surface in app store reviews. We also explore the unique pressures of mobile development. With no quick rollbacks and high user expectations, developers need tools tailored to the realities of app store approvals, device fragmentation, and version-specific bugs. Instabug’s platform brings together observability, feedback, and issue reproduction in a way that simplifies the mobile stack and accelerates release cycles. Kenny draws on his experience at GitLab to reflect on the need to consolidate tools and workflows in mobile development. He offers valuable insights for product leaders and mobile engineers on how to navigate change, evolve their approach, and stay curious in the face of constant technical demands. So how can your team shift from reactive debugging to proactive experience design? And are you really seeing all the issues your users encounter or just the ones they report? It's time to find out.

What happens when Microsoft joins forces with IGEL to reimagine the future of endpoint computing? In today’s episode, recorded live at IGEL’s Now & Next 2025 in Miami, I sit down with Scott Manchester, Vice President of Windows 365 and Azure Virtual Desktop at Microsoft. With decades of experience at the helm of virtualization and cloud innovation, Scott brings a grounded yet forward-looking view of how Microsoft is enabling businesses to adapt to the evolving demands of work. Our conversation explores how Microsoft and IGEL are working together to address real enterprise challenges—from simplifying endpoint management to ensuring high-performance, secure digital workspaces. We look at how Windows 365 Cloud PC and Azure Virtual Desktop are helping businesses embrace the cloud while navigating the transition to Windows 11. And we discuss the real-world implications of this shift, from extending the lifecycle of devices to increasing flexibility for IT teams and remote users alike. Scott also opens up about the industries that are leading in cloud workspace adoption—from healthcare systems like Baptist Medical Center to federal agencies and financial services—and how Microsoft is shaping its offerings to meet the distinct needs of these sectors. We unpack the unique advantages of IGEL’s Linux-based OS, the growing role of zero trust architecture, and why seamless user experiences are no longer optional in the hybrid era. With new licensing models like Windows 365 Frontline Shared and deeper integration between Microsoft and IGEL, it’s clear this partnership is more than technical alignment—it’s a shared strategy aimed at delivering resilient, secure, and scalable digital environments. Whether you’re planning your Windows 11 migration or just exploring cloud PCs as part of your future roadmap, this episode is packed with strategic insights from a tech leader who knows how to deliver results. What role will the cloud desktop play in your 2025 strategy?

What does bringing clarity and control to today’s fragmented digital work environments take? In this episode, recorded live at IGEL Now & Next 2025, I sit down with Tommy Walker, Partner CTO at Omnissa, to explore the intersection of user experience, security, and operational simplicity in modern enterprise IT. With career-spanning roles at VMware, Citrix, and Cisco, Tommy offers a real-world perspective on navigating complexity while building meaningful solutions that work at scale. This is a conversation grounded in reality. We discuss how organizations can move beyond legacy infrastructure and simplify their digital workspace strategy without overwhelming users or IT teams. Tommy shares how Omnissa is helping enterprises shift from scattered tools and outdated workflows to unified, AI-informed platforms that boost both productivity and resilience. We also unpack the practical steps for tackling challenges like technical debt, the Windows 10 end-of-life transition, and rising pressure on IT to deliver more with fewer resources. Throughout the discussion, Tommy emphasizes the importance of partnerships—not just between vendors, but within the entire IT ecosystem—to deliver outcomes that matter. And yes, there’s also room for a few lighter moments involving drones, endpoint telemetry, and the occasional geek-out over infrastructure design. But at the core of this conversation is a clear message: modern IT is about enabling users without compromising security and simplifying operations without losing flexibility. If you’re rethinking your endpoint strategy, evaluating your hybrid work approach, or just trying to bring a little more order to the chaos, this episode will leave you with practical insights and maybe even a few new ideas for your roadmap.  Are you ready to build a digital workspace strategy that actually works? Let’s get into it.

What does it truly take to secure the edge of the enterprise in a multi-cloud, AI-driven world? At IGEL Now & Next 2025 in Miami, I sat down with Marissa Schmidt, Senior Director Analyst at Gartner, to unpack the future of endpoint computing and cybersecurity from a perspective rooted in deep research, hands-on insight, and strategic clarity. As hybrid work continues to scale and the cloud cements itself as the core of modern infrastructure, new demands are being placed on endpoint operating systems, access frameworks, and cloud security models. Marissa brings a clear-eyed view of what’s working, what’s changing, and what IT leaders need to start doing differently. In this conversation, we explore how AI is reshaping both attack and defense strategies, why the OS layer has become a strategic asset, and what Gartner is seeing in terms of the biggest shifts in cloud networking and endpoint security in 2025. We also dig into the principles behind zero trust, the realities of managing dozens of overlapping security tools, and how businesses can begin building more resilient, adaptive architectures—starting today. Marissa also shares insights from her keynote and the Women in Tech panel at IGEL Now & Next, including the importance of authentic leadership, being a continuous learner, and building a strategy that connects real-world data with future-ready infrastructure. Whether you're navigating cloud transformation, rethinking your endpoint strategy, or trying to make sense of the security demands brought on by AI, this episode offers a sharp, actionable look at where things are heading—and how to stay in front of it. Are your cloud and endpoint strategies built for what’s next? Let me know your thoughts.      

What does it really take to reimagine the future of endpoint computing? In this special episode recorded live from IGEL’s Now and Next 2025 event in Miami, I sit down with Klaus Oestermann, CEO of IGEL, to explore how cybersecurity, digital workspaces, and user experience are being transformed at the edge. Klaus is no stranger to innovation, having spent decades in high-assurance security across critical industries, and now leading IGEL’s mission to simplify, secure, and modernize how enterprises manage endpoints. Our conversation starts by unpacking the shift from traditional perimeter-based security models to a new way of thinking rooted in prevention. Klaus explains how IGEL's Preventative Security Model addresses modern threats by dramatically reducing the attack surface at the endpoint and flipping the conversation from detection and response to control and containment. With more organizations relying on hybrid work and SaaS-based applications, the endpoint has never been more critical—or more vulnerable. Klaus also outlines how IGEL OS is supporting everything from virtual desktop infrastructure to secure browsing, while enabling consistent user experiences across cloud, on-prem, and edge environments. But this episode isn’t just about technology. It’s about strategy. Klaus shares how IGEL is creating meaningful impact by extending device life cycles, cutting hardware replacement costs, and supporting sustainability goals. With Windows 11 upgrades looming and endpoint refresh cycles under pressure, IGEL presents a compelling alternative that balances performance with responsibility. We also dive into the role of AI, how it's reshaping device requirements, and what it means for endpoint security moving forward. And as IGEL expands its ecosystem and reveals over 20 new announcements at this year’s event, Klaus offers a candid look into what’s resonating with customers—and where the industry is headed next. So what will define your endpoint strategy in 2025? And is your organization ready to lead from the edge?

What if the next major leap in cybersecurity isn't a new tool but a smarter way to think about the edge? In this special episode recorded live at IGEL Now & Next 2025 in Miami, I sit down with John Walsh, Field CTO for Critical Sectors at IGEL, to unpack the changing face of endpoint security, the rise of zero trust, and the role of AI in shaping both threats and defenses. John brings a career’s worth of insight across aerospace, defense, and high-assurance systems to a conversation that covers the shifting threat landscape and how IGEL’s preventative security model is helping organizations reduce complexity while strengthening security. He explores the vulnerabilities introduced by hybrid work, BYOD environments, and the increasing reliance on AI models that interact with an enterprise’s most sensitive data. We dive into how zero trust is evolving from a marketing buzzword into a practical framework built on collaboration, unified management, and strong policy enforcement at the endpoint. John breaks down why zero trust isn’t a single product or checklist but an ecosystem of technologies and partnerships that need to operate together—securely and seamlessly. He also explains why endpoint security still matters, how most attacks still originate at the edge, and why IGEL’s immutable operating system is designed to shut down threats before they even begin. As AI-powered attacks accelerate, John also discusses the importance of reducing noise for incident response teams and the potential for AI to eventually move from defense to pre-emptive strike. If you’re leading cybersecurity in government, finance, manufacturing, or any sector with critical infrastructure, this conversation will give you a clearer view of where endpoint protection fits into a secure, cloud-connected, AI-augmented world. What are you doing today to make sure your organization’s edge is ready for tomorrow?

What’s the return on your AI investment? In today’s episode, I’m joined by Varun Bijlani, Global Managing Partner for Hybrid Cloud Services at IBM Consulting, to explore why 2025 is shaping up to be a pivotal year for IT leaders under pressure to deliver stronger, measurable outcomes from technology investments. While many IT projects have historically delivered modest returns, expectations are rising. With a growing number of executives focused on increasing ROI by 25 percent or more, the ability to connect AI efforts to real business value is becoming non-negotiable. Drawing on insights from IBM Consulting’s latest book, The Great Tech Reset, Varun outlines how the shift from experimental AI projects to production-level deployment is exposing the cracks in outdated infrastructure strategies. He explains why many businesses are trapped in what he calls a hybrid by default architecture, and how that limits the potential of generative AI. Instead, he advocates for a hybrid by design approach, one that aligns cloud infrastructure with AI goals from the outset. We discuss the organizational mindset shifts needed to move from fragmented systems to intentionally built environments that scale with innovation. Varun also shares real-world examples of companies achieving returns as high as 3.3 times their investment through more intentional planning and execution. As IT leaders look to reset priorities for the year ahead, how can they build the kind of foundation that allows AI to thrive? And what steps can they take today to ensure their technology choices drive value, not just cost?