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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 identify the customer, classify the customer and their needs, and build a tailored customer experience. Advanced technologies and fast, real-time data processing are slowly freeing us from classifying customers on the basis of…
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…
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…
The 21st century brought the communications revolution with it. From the century's earliest years, the use of a wide range of communication channels and of internet media accelerated sharply. The boundaries came down, and the intensified use of media and…
Scheduling field technicians is still an area with a wide gap to close before it reaches an optimum that improves customer satisfaction, raises technician utilization and lifts company profitability. In a survey conducted by Aberdeen Group across 220 companies, the…
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…