Freshworks is capturing the mid-market - but can it evolve from workflow automation to AI governance?

Freshworks CEO Dennis Woodside makes a good and reasonable case about why mid-market organizations won't be building their own AI agents anytime soon - and this, he sees, is as an opportunity for the workflow automation vendor. However, whilst Freshworks is doing well with medium sized organizations and mid-sized enterprises, there is a question about whether his company can evolve fast enough to become the governance layer these customers will eventually need. I don’t think workflow automation on its own will cut it in five or ten years’ time.

Speaking to diginomica, Woodside argues that companies with a few thousand employees face a unique set of constraints. They have the same security and compliance challenges as massive enterprises, but lack the resources to manage complex systems or build custom AI solutions. This creates an opening, which Freshworks is capitalizing on. He says:

Is a company like New Balance - 5 ...