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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…
The choice between creating a Tribe and running a cross-organizational process is a strategic decision for any organization, and especially for large companies contending with complex challenges across many domains. Each model offers different advantages, and the right fit depends…
Some 70 service managers from Israel's leading companies gathered to talk and to learn what Omnichannel actually is, where we stand today, and whether a gap has opened up against customer expectations. How it is done, what worked better and…
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…