Gartner Blog Network

Category: 'cio' Blog Posts

from the Gartner Blog Network

2017 Magic Quadrant for the CRM Customer Engagement Center released.

by Michael Maoz  |  May 8, 2017

After four months of research, surveys both online and on the phone, product demonstrations from 32 software providers, and too many hours in Excel, the 2017 Magic Quadrant for the...

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Hey, but the guitar is in great shape, and other lessons in empathy.

by Michael Maoz  |  April 13, 2017

Empathy is wonderful, yet hard to scale. It is hard to scale out from the CEO, to senior leadership, down to Corporate Communications, to Customer Relations, to the Sales and...

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A bear as an analog of where your CRM digital strategy fails.

by Michael Maoz  |  February 8, 2017

After World War II the Military-Industrial Complex began to spring up in the US, and a mischievous film director from the Looney Tunes team that created iconic comic television programs...

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AI without Empathy Leaves the Enterprise with Artificial Indifference

by Michael Maoz  |  December 21, 2016

AI has been the answer to all things for as long as any of us have been IT professionals. As a tech newbie in Boston finishing a Grad program, it...

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The 2017 CIO Agenda (Infographic) - In case you had missed it

by Andrew White  |  October 31, 2016

http://www.gartner.com/smarterwithgartner/top-organizations-create-digital-ecosystems-infographic/ ...

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A lack of empathy eventually undercuts all CIO projects on ML, AI, IoT.

by Michael Maoz  |  September 14, 2016

As summer ends in the northern hemisphere, it brings another summer where any popular survey at the shore or chatter with the biking peleton reveal the same reality: there is...

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What 'Age of the Customer?'

by Michael Maoz  |  August 31, 2016

CEOs cite "Customer Experience" as a topic objective for 2016 and 2017. Now that Big Data has faded as a hype engine, giving way to yet more techno-fueled targets like...

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Trapped inside the Magic Quadrant Dot Matrix

by Michael Maoz  |  August 10, 2016

For the past many years Field Service Management has been an area of expertise that has been very rewarding to me and a small team. Our practice at Gartner has...

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The Good, The Bad, and the Brexit

by Andrew White  |  August 2, 2016

It is a little over a month since Britain took an historic vote to exit the European Union, or Brexit.  I had the pleasure to visit Britain several times in...

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On Call Centers and Dodo Eggs

by Michael Maoz  |  June 22, 2016

Even though there were no Dodo birds on Mauritius or any other part of the planet from the 1800s onward, the mild epithet that one was a dodo bird continued...

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