Why empathy is a leadership strategy in the age of AI ft. Ashwin Ballal, CIO of Freshworks

Freshworks CIO Ashwin Balla shares his perspective on his ‘always-evolving’ strategic role. In a career that has spanned sales, marketing, and engineering, Ballal has put empathy at the center. By putting himself in users' shoes, he's able to identify and eliminate pain points that technically-minded CIOs might never notice.

The new four-part guide captures insights from four forward-thinking CIOs who are embracing AI as a strategic lever to remove friction—for employees, for customers, and for the business. Their stories reveal a shared truth: the hardest part of AI isn’t the technology—it’s everything around it. Culture, data quality, governance, and organizational alignment all make or break the value businesses realize from AI.

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