As part of the partnership, CGI will establish a Freshworks Centre of Excellence to support long-term growth. The centre will build AI expertise, define best practices, and deliver scalable Freshservice and Freshdesk deployments, with an initial focus on higher education and policing. In addition, CGI and Freshworks will develop an education programme to deepen professionals’ expertise on modern service practices, enabling clients to realise value at pace.
“CGI has deep expertise in delivering large-scale IT transformations that enhance service operations across industries,” said Frieda Morton-Evans, Vice-President, Business Consulting at CGI. “Through this partnership with Freshworks, we are combining CGI’s proven transformation capabilities with Freshworks’ modern, AI-powered technology to help organisations simplify service delivery, improve efficiency, reduce costs, and elevate user satisfaction. Working together accelerates both organisations’ shared ambition to reshape the service management landscape—delivering faster, smarter, and more human-centred services.”
The initiative will empower client technology and customer support teams to be more efficient and effective, making it easier for them to resolve issues faster, prevent problems earlier, and identify performance drivers proactively. The announcement comes at a time when 84% of business and technology executives globally are accelerating digital transformation to manage increasing complexity and drive efficiency. This is according to CGI’s latest global research based on interviews with more than 1,800 leaders.
“Partnering with CGI is a key milestone for Freshworks and a testament to our up-market momentum,” said Laura Padilla, Senior Vice-President of Global Channels and Partners, Freshworks. “CGI’s proven track record in delivering large-scale IT transformations, combined with our intuitive, AI-powered software, will enable mid-market and public sector organisations to innovate faster and deliver superior employee and customer experiences.”
To support market adoption, CGI and Freshworks will host the following event in the UK:
9 December, 2025: “Feeding the Future: A Taste of AI-Driven Enterprise Service Management,” a roundtable for CIOs looking to implement Freddy AI for AI-driven service management
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