Mark Samuels on Muck Rack

Mark Samuels

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Wanstead
As seen in: ZDNet, LinkedIn, MSN, MSN Ireland, Yahoo Life, Financial Times, The Economic Times, Yahoo Finance, Associated Press: Press Releases, MDPI, ZDNet Japan and
Journalist | Words: @ZDNet, @ComputerWeekly, @guardian, @diginomica, @ITPro | Production: @RedVentures | Vegetarian with geography PhD | Shoegazing AVFC fan
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Articles

Interview: Ashwin Ballal, CIO, Freshworks

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By Mark Samuels 
| Computer Weekly
Freshworks CIO Ashwin Ballal hasn’t taken the typical digital leadership journey. Having completed a PhD in material science and engineering, he started in business-focused operations, working in marketing, engineering, product and operations. His shift into IT came much later, almost to the extent that he could be seen as an accidental CIO. “My career wasn’t planned that way, let’s put it like that,” he says, referring to his move into digital leadership in 2009.
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Freshworks Refresh 2026: pivot to AI-driven employee experience

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By Mark Samuels 
| Computer Weekly
Customer and employee experience software supplier Freshworks is pivoting towards artificial intelligence (AI)-driven employee experience (EX). This move, which places AI at the heart of the firm’s strategy, has significant implications for companies and professionals relying on its Freshservice platform.
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How Capita is using unified contact center data and AI to boost public sector services offering

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By Mark Samuels 
| diginomica
Main content Outsourcing specialist Capita had a problem - its contact center environment had grown organically, resulting in fragmented legacy databases, siloed systems, and a lack of centralized visibility into performance. To overcome these challenges, the organization recognized it needed a single, consolidated view of its data. According to Sameer Vuyyuru, Chief AI and Product Officer at Capita: We knew that the hundreds of disparate data sources needed to be consolidated onto a platform.
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