Freshworks CEO On The SaaS-pocalypse And What Comes Next For Software

In this episode of Tech Talks Daily, I welcome back Dennis Woodside, CEO of Freshworks, to unpack the growing conversation around the so-called SaaS-pocalypse and what it really means for the future of software businesses.

There is no shortage of dramatic headlines suggesting SaaS is under threat, but Dennis offers a far more practical perspective. He explains that this is less about the collapse of software and more about a major reset in how software is judged, bought, and valued. As AI changes customer expectations, businesses are no longer willing to pay for incremental features or vague AI claims.

They want clear outcomes, measurable ROI, and platforms that can prove they belong inside an AI-augmented tech stack.
We discuss how the traditional seat-based pricing model is shifting toward consumption, outcomes, and usage-based models.

Dennis shares why software companies without a strong AI strategy risk being squeezed out. At the same time, those with mission-critical systems of record and deep workflow intelligence are better positioned to thrive. He explains why deterministic software still matters in a world obsessed with generative AI and why the future belongs to platforms that combine trusted operational data with secure, embedded AI experiences.

Dennis also shares how customers are changing the way they evaluate software, with many now using tools like ChatGPT and Google Gemini to compare vendors, analyze RFPs, and arrive at buying decisions far earlier in the sales process. This shift is forcing software vendors to rethink marketing, product design, and customer engagement from the ground up.

We also explore the balance between governance and experimentation, why AI adoption must happen from both the top down and bottom up, and why speed, not just cost reduction, is becoming the real business driver.

Dennis shares examples of how organizations are redesigning workflows, accelerating engineering output, and freeing up high-value talent from repetitive work. As he puts it, most companies are no longer asking if they need AI; they are asking how fast they can make it part of everything they do.

If you have been wondering whether the SaaS model is broken or simply evolving into something smarter, this conversation offers a sharp and realistic look at what comes next.

How is your business thinking about durability in an AI-first world, and are you building to last or simply building to grow?

Useful Links

• Connect with Dennis Woodside on LinkedIn
• Learn more about Freshworks
• Refresh 2026 Event
• Follow on LinkedIn

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