Leave your details and we'll be happy to get back to you shortly
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…
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 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…
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,…
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…
This article is based on an executive roundtable hosted by 7I's and Oracle. The session addressed the business potential and the opportunities the omnichannel world holds. The discussion centered on four main questions: 1. What is the level of customer…
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…