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For service managers and operations divisions, 2026 is the watershed. If the AI discussion has so far been confined to chat interfaces (Front-end), it is now clear that the real strategic value lies in changing the deep operational structure. The…
In a world where customers expect attention that is personal, precise and immediate, Hyper-Personalization is turning from an innovative approach into the new standard. It means deep personalization, built on data and artificial intelligence, designed to offer individually tailored experiences…
Choosing between creating a Tribe and managing a cross-functional process is a strategic decision for any organization, particularly for large companies dealing with complex challenges that span multiple functions and areas of expertise. Each model offers distinct advantages, and the…
Around 70 customer service executives from Israel’s leading companies gathered to discuss and learn what Omnichannel really means, where we stand today, and whether there is a gap between current service capabilities and customer expectations. We explored how to make…
No Show is a leading driver of falling facility utilization, reduced availability and lower profitability We service providers run tightly planned, fully booked calendars. We give customers an appointment far in advance so they can secure a slot that suits…
The world of Lean and its principles is familiar to anyone working in operations, and organizations apply it through different methods and at different depths. In most cases it takes the form of a focused project to cut costs and…
As a manager in a business organization, you are no doubt dealing with the challenges of cutting costs, driving efficiency, shortening delivery and service times, and optimizing resources. You also know that an organization that wants to win in a…
20% of admissions to internal medicine departments in Israel are readmissions within a month. When a patient is discharged from hospital, they are handed a discharge summary and instructions for continued care. Arranging an appointment with the right physician, and…
Many organizations put themselves in an absurd position: every one of their work processes is computerized and they hold systems of every kind, such as ERP, CRM, budget control and others supporting every aspect of the organization's activity, and yet…