Frontline management is undergoing a dramatic transformation, and AI is at the center. In the latest Excellence at Work podcast, Brandon Hall Group™ had the privilege of speaking with Gal Rimon, founder and CEO of Centrical, about how AI coaching is empowering managers to lead high-performing teams while dramatically reducing administrative burden.
The Time Management Crisis Facing Frontline Managers
Many frontline managers are overwhelmed by administrative tasks. Rimon shared that managers using Centrical’s AI solutions report saving up to 10 hours per week – time that was previously consumed by data analysis, report generation, and form-filling rather than actual people management.
“I believe that managers, frontline managers, were previously the best agents or the best sellers. And then they got promoted to team leader and manager roles,” Rimon said. “Today, many are working remotely and not always together with their teams. I started to see over the last few years more and more managers spend more time with analytics, with reports, even listening to conversations or filling forms instead of spending time with their employees.”
This shift has created a fundamental disconnect between managers and their teams, particularly in the still-evolving remote work environment. AI coaching platforms are bridging this gap by enabling managers to focus on developing their people.
From Data to Action: The Evolution of Performance Management
Rimon’s background in business intelligence gave him unique insights into a persistent problem in performance management. Organizations could identify problems through data but struggled to translate those insights into actionable improvements. As he put it, “data with no action is like business gossip.”
The solution? Flipping the traditional pyramid by putting employees at the center and using AI to provide personalized coaching recommendations. This approach moves beyond generic one-size-fits-all solutions to what Rimon calls “a segment of one” – truly individualized development plans.
The AI coaching platform analyzes multiple data points to identify root causes of performance issues. For example, if an employee’s conversion rate drops, the system can determine whether the problem stems from opening conversation skills, objection handling, or product knowledge gaps, then create a customized success plan to address those specific areas.
The Personalization Revolution
One of the most compelling aspects of AI coaching is its ability to deliver personalized experiences at scale. Rimon described the evolution from basic segmentation to sophisticated behavioral analysis, culminating in what he calls receiving “a gift” from generative AI.
“If we were in black and white, now we have all the rainbow colors,” he said, describing how generative AI has expanded the platform’s ability to create nuanced, personalized coaching interventions. “We know better how to create this root cause analysis… Now I know how to improve that using a more personalized success plan.”
The Future of Frontline Management
Perhaps the most exciting development discussed was Centrical’s recent announcement of agentic AI innovations. These AI agents can orchestrate multiple actions, from identifying performance gaps to connecting struggling employees with top performers for shadow calls, all while integrating seamlessly with existing workplace tools.
The implications for frontline managers are profound. Rather than replacing human managers, AI is augmenting their capabilities, allowing them to focus on high-value activities like breaking conventional molds and teaching AI systems new approaches based on real-world experience.
Key Takeaways for Leaders
Rimon emphasized the importance of continuous learning, recommending that managers double or triple the time they dedicate to learning. He also advocated for experimentation and calculated risk-taking, noting that “scale is overrated” in today’s rapidly evolving technological landscape.
The conversation revealed that successful AI coaching implementation isn’t just about technology – it’s about creating a culture where employees are motivated to change behaviors and managers are empowered to provide meaningful guidance.
Listen to the Full Conversation
This blog only scratches the surface of our in-depth discussion about AI coaching, performance management, and the future of frontline leadership. To hear Gal Rimon’s complete insights on topics ranging from measuring ROI to cultural adaptation across diverse industries, listen to the full Excellence at Work podcast episode here.
Discover how AI coaching can transform your organization’s approach to frontline management and unlock the potential of your teams.
