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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 from his time as Head of Customer Service Operations at HOT. Shimi was one of the pioneering service executives to build and implement a…
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 service and sales manager, you have probably been asked more than once to reduce resources, improve efficiency, and “cut” 15% of the workforce - while still meeting sales targets and improving customer satisfaction. So what can you do?…
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…
A successful organization depends on its ability to manage interfaces effectively and build strong collaboration between adjacent functions within its core business processes. Most organizations tend to manage each unit independently, with its own set of metrics, objectives, and activities,…
The 21st century has brought with it a communications revolution. Since the beginning of the century, the use of multiple communication channels and online media has accelerated significantly. Traditional boundaries have been broken down, and the growing use of digital…
Field technician scheduling is an area in which many organizations still have significant room for improvement before achieving an optimal balance between customer satisfaction, technician utilization, and company profitability. According to an Aberdeen Group survey of 220 companies, the top-performing…
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 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…