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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…
For years, we have been trying to understand our customers, identify their needs, and create tailored customer experiences. Advanced technologies, together with the ability to process data rapidly and in real time, are gradually moving us beyond traditional customer segmentation…
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…
In this article Shimi Ezer, an omnichannel service expert at 7I’s, shares his experience and insights as head of the customer service operation at HOT. Shimi was one of the first service leaders to actually build an omnichannel digital service…
As a service and sales manager, you have more than once been asked to cut resources.. to drive efficiency... to "cut" 15% of the workforce and still hit the sales targets and improve customer satisfaction. What do you do? How…
A successful organization rests on a strong ability to manage interfaces effectively and to build cooperation between adjacent links in its core work processes. Most organizations tend to invest in running each unit autonomously, with its own set of metrics,…
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…