{"id":965167,"date":"2026-05-20T08:07:03","date_gmt":"2026-05-20T12:07:03","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/freshworks-announces-winners-of-the-2026-global-customer-awards\/"},"modified":"2026-05-20T08:07:03","modified_gmt":"2026-05-20T12:07:03","slug":"freshworks-announces-winners-of-the-2026-global-customer-awards","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/freshworks-announces-winners-of-the-2026-global-customer-awards\/","title":{"rendered":"Freshworks Announces Winners of the 2026 Global Customer Awards"},"content":{"rendered":"<h2>\nPanasonic, Shopify, Cineworld, New Balance, Allied Universal and more honored for revolutionizing EX and CX with Freshservice, Freddy AI, and Freshdesk<br \/>\n<\/h2>\n<div class=\"mw_release\">\n<p>SAN MATEO, Calif., May  20, 2026  (GLOBE NEWSWIRE) &#8212; <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=hSidZ4OJqQu8ZBVumOaV23pJYiCuyTrrOyozFEj5RQJxY2QAmJ9f6Evsqpoe_Ay5omMhk8Y7_09dB44bag9oyw==\" rel=\"nofollow\" target=\"_blank\"><u>Freshworks<\/u><\/a>\u00a0(NASDAQ: FRSH) today announced the winners of its inaugural 2026 Global Customer Awards, recognizing customers whose commitment to innovation, transformation, and advocacy is setting a new standard for what service transformation can achieve.<\/p>\n<p>Seven categories across Freshworks\u2019 products recognize customers driving transformation at scale \u2014 from global law firms unifying ITSM across 90 countries, to retailers cutting customer resolution times with AI, to security companies building enterprise-wide service ecosystems from a single deployment. Together, these honorees show what\u2019s possible with Freshworks.<\/p>\n<p>\u201cTech leaders deserve to see real transformation, not just the promise of it on slides,\u201d said Kady Srinivasan, Chief Marketing Officer of Freshworks. \u201cOur 2026 Global Customer Award winners did exactly that. They use Freshworks to deliver real, measurable impact for the people they serve, and we&#8217;re proud to celebrate what they&#8217;ve built.&#8221;<\/p>\n<p>\n        <strong>Experience Transformation Leader Award for Freshdesk &#8211; Panasonic<\/strong>\n      <\/p>\n<p>Michelle Esgar, Director of Marketing and Experience at Panasonic, consolidated North America\u2019s post-purchase customer support onto a single AI-enabled Freshdesk Omnichannel platform \u2014 replacing siloed, fragmented structures across markets, languages, and channels. The result: more than 90,000 annual conversations managed through one unified system, with custom bot workflows driving a 70% deflection rate and live chat first response times averaging just 20 seconds.<\/p>\n<p>\u201cFreshdesk supports Panasonic&#8217;s global transformation goal \u2014 reducing customer effort and improving satisfaction in post-purchase support,\u201d said Esgar.<\/p>\n<p>\n        <strong>AI Innovation Award for Freshservice &#8211; Shopify<\/strong>\n      <\/p>\n<p>Nikki McGrath, Senior Security Engineer of Technology Experience at Shopify, led the implementation of Freshservice across Shopify&#8217;s global IT function, replacing a fragmented array of tools with a unified, intelligent service delivery platform. Intelligent workflows, self-service capabilities, and integrated asset and incident management now power IT support at scale, delivering a 30\u201345% reduction in average ticket resolution time and a 40%+ increase in self-service adoption.<\/p>\n<p>\u201cFreshservice streamlined IT service delivery across regions, replacing fragmented tools with a unified, automated service experience. This has significantly reduced response times and improved issue resolution at scale,\u201d said McGrath.<\/p>\n<p>\n        <strong>AI Innovation Award for Freshdesk &#8211; Cineworld<\/strong>\n      <\/p>\n<p>Rajab Khalid, director of customer experience at Cineworld, led a wholesale customer experience transformation \u2014 replacing email threads, spreadsheets, and disconnected local tools with Freshworks&#8217; unified platform, AI-driven automation, and real-time analytics. More than 700 lost-item tickets are now resolved automatically every month, first-time response rates have improved by over 100%, and resolution times have dropped to under two hours. Cineworld now has full visibility into customer contact trends for the first time.<\/p>\n<p>\u201cFreshworks enabled real-time communication, automated workflows, and advanced analytics \u2014 allowing us to streamline operations and gain actionable insights into customer behavior,\u201d said Khalid.<\/p>\n<p>\n        <strong>Customer Advocate of the Year for Freshservice &#8211; New Balance<\/strong>\n      <\/p>\n<p>Markus Gaulke, senior ITSM platform manager at New Balance, led the global rollout of Freshservice for more than 10,000 New Balance associates. He architected a unified service catalog from scratch, integrating Device42 for Configuration Management Database (CMDB) and asset management, and establishing change control at scale. Since go-live, New Balance has processed more than 70,000 tickets, doubled logged changes, and increased Customer Satisfaction Score (CSAT) by 25%.<\/p>\n<p>\u201cWe were able to deliver a clear and easy way for global associates at New Balance to interact with IT through a service catalog, change control, inventory management, and Device42 CMDB, using all of Freshservice&#8217;s functionality,\u201d said Gaulke.<\/p>\n<p>\n        <strong>Customer Advocate of the Year for Freshdesk &#8211; iPostal1<\/strong>\n      <\/p>\n<p>Justin Levitz, head of process technology at iPostal1, used Freshworks to transform the operations of iPostal1, building a deeply customized, AI-enabled platform spanning customer service, IT, HR, legal, and operations when off-the-shelf software couldn&#8217;t keep pace with the company&#8217;s compliance requirements and growth. Four AI agents now resolve 56% of all chats \u2014 handling more than 85,000 conversations \u2014 while chat wait times dropped from 45 minutes to 7 minutes and 125 dashboards provide enterprise-wide transparency. Justin has shaped Freshworks&#8217; product roadmap directly through his Customer Advisory Board participation.<\/p>\n<p>\u201cFreshworks is the backbone of how the company runs day to day. It&#8217;s a fully embedded, AI-enabled operating system that drives efficiency, compliance, and sustainable growth,\u201d said Levitz.<\/p>\n<p>\n        <strong>Dream Team Award for Freshdesk and Freshservice &#8211; Allied Universal<\/strong>\n      <\/p>\n<p>Under the stewardship of Zwee Nelson, the applications manager at Allied Universal, what began as a single-team Freshservice deployment has grown into a connected, enterprise-wide ecosystem powering 24\/7 support across Freshservice and Freshdesk for one of the world&#8217;s largest security services companies. The most impactful project automated an emergency termination workflow that previously took up to 24 hours, reducing it to under one minute through API, connector, and a SailPoint integration.<\/p>\n<p>For more information on our 2026 winners and the solutions they use, join us at our Refresh Virtual Summit on June 4, 2026. To register visit <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=XbQuLSy3RZVGPGHqQ2f5uzB_G3i0kQDORswCniGIJJbFTmQbeAXW5_douDoJTifooTn_5wFc_nTcwjZfgsNdT7VPAttGvuOWESEj6lNLED6-GJUnv1Qarf7kSsmNcUw99Pcou247jF_7D1STSmMN8ZElu0Yuj-hLY4T9vB7x38E2IOAUCaiHoUq0sZ3NJVNIWP5TO-JgZoyhjHYUlbM7YA==\" rel=\"nofollow\" target=\"_blank\"><u>https:\/\/www.freshworks.com\/events\/refresh-virtual-summit-2026\/<\/u><\/a>.<\/p>\n<p>\n        <strong>About Freshworks<br \/><\/strong>Freshworks Inc. provides service software that delivers exceptional employee and customer experiences. Its enterprise-grade solutions are powerful yet intuitive, and quick to deliver value. With a people-first approach to AI, Freshworks helps teams be more effective and organizations more productive. Companies including Bridgestone, New Balance, S&amp;P Global, and Sony Music trust Freshworks to improve service efficiency and fuel long-term loyalty. For the latest updates, visit freshworks.com and follow Freshworks on LinkedIn, X, and Facebook.<\/p>\n<p>\u00a9 2026 Freshworks Inc. All Rights Reserved. Freshworks, Freshservice, Freddy AI, Device42 and FireHydrant and any associated logo are trademarks of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies. Nothing in this press release should be construed to the contrary, or as an approval, endorsement or sponsorship by Freshworks.<\/p>\n<p>\n        <strong>Press Contact<\/strong><br \/>\n        <br \/>\n        <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=zMDY0sUemS6lnYHxtXhihh01IC8aRxofiIur3_klmjg7K-8uPxPCdv9i7DFTdUiWJ3D816daxdFaEj6HmKaPfJUfrb_Z-4Hlf5HHnPmCkgQ=\" rel=\"nofollow\" target=\"_blank\"><br \/>\n          <u>pr@freshworks.com<\/u><br \/>\n        <\/a>\n      <\/p>\n<p>      <img decoding=\"async\" alt=\"\" class=\"__GNW8366DE3E__IMG\" src=\"https:\/\/www.globenewswire.com\/newsroom\/ti?nf=OTcyMzIzNSM3NjExNzI2IzIyMDYzOTA=\" \/><br \/>\n      <br \/>\n      <img decoding=\"async\" alt=\"\" src=\"https:\/\/ml.globenewswire.com\/media\/NGI1NzJmNDMtZjM5ZS00OTQ4LWJhMDUtNTc5YzQ3ODEzMzNhLTEyMTc5NDMtMjAyNi0wNS0yMC1lbg==\/tiny\/Freshworks-Inc.png\" \/>\n    <\/div>\n<div class=\"mw_contactinfo\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Panasonic, Shopify, Cineworld, New Balance, Allied Universal and more honored for revolutionizing EX and CX with Freshservice, Freddy AI, and Freshdesk SAN MATEO, Calif., May 20, 2026 (GLOBE NEWSWIRE) &#8212; Freshworks\u00a0(NASDAQ: FRSH) today announced the winners of its inaugural 2026 Global Customer Awards, recognizing customers whose commitment to innovation, transformation, and advocacy is setting a new standard for what service transformation can achieve. Seven categories across Freshworks\u2019 products recognize customers driving transformation at scale \u2014 from global law firms unifying ITSM across 90 countries, to retailers cutting customer resolution times with AI, to security companies building enterprise-wide service ecosystems from a single deployment. Together, these honorees show what\u2019s possible with Freshworks. \u201cTech leaders deserve to see real transformation, not just &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/freshworks-announces-winners-of-the-2026-global-customer-awards\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Freshworks Announces Winners of the 2026 Global Customer Awards&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-965167","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Freshworks Announces Winners of the 2026 Global Customer Awards - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/freshworks-announces-winners-of-the-2026-global-customer-awards\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Freshworks Announces Winners of the 2026 Global Customer Awards - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"Panasonic, Shopify, Cineworld, New Balance, Allied Universal and more honored for revolutionizing EX and CX with Freshservice, Freddy AI, and Freshdesk SAN MATEO, Calif., May 20, 2026 (GLOBE NEWSWIRE) &#8212; Freshworks\u00a0(NASDAQ: FRSH) today announced the winners of its inaugural 2026 Global Customer Awards, recognizing customers whose commitment to innovation, transformation, and advocacy is setting a new standard for what service transformation can achieve. Seven categories across Freshworks\u2019 products recognize customers driving transformation at scale \u2014 from global law firms unifying ITSM across 90 countries, to retailers cutting customer resolution times with AI, to security companies building enterprise-wide service ecosystems from a single deployment. 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Seven categories across Freshworks\u2019 products recognize customers driving transformation at scale \u2014 from global law firms unifying ITSM across 90 countries, to retailers cutting customer resolution times with AI, to security companies building enterprise-wide service ecosystems from a single deployment. 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