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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-shows are a major contributor to lower facility utilization, reduced service availability, and decreased profitability. As service providers, we manage fully booked schedules with careful planning. We schedule appointments well in advance to ensure that customers can secure a time…
The world of Lean and its principles is familiar to professionals working in operations and is implemented across organizations using different methods and at varying levels of depth. In most cases, Lean takes the form of a focused project aimed…
As a manager in a business organization, you are undoubtedly faced with the challenges of reducing costs, improving efficiency, shortening delivery and service times, and optimizing resources. You also know that an organization seeking to succeed in a constantly changing…
20% of admissions to internal medicine departments in Israel are readmissions within one month. When patients are discharged from the hospital, they receive a discharge summary and instructions for follow-up care. However, scheduling an appointment with the appropriate physician and…
Many organizations find themselves in a paradoxical situation: virtually all of their work processes are computerized, and they operate a wide range of systems including ERP, CRM, budget control, and others, that support almost every aspect of their operations. Yet…