Gartner Blog Network

Category: 'customer-centric-web' Blog Posts

from the Gartner Blog Network

Your customers are out of their minds.

by Michael Maoz  |  June 5, 2015

Scientific papers about the shrinking of the size of the human brain are as common at the moment as news on FIFA's role in squashing an inquiry into Thierry Henry's famous...

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The Customer Engagement Center Magic Quadrant, 2015

by Michael Maoz  |  April 27, 2015

The Customer Engagement Center is another way of saying a Customer Service and Support software suite. We had called it the CRM Customer Service Contact Center MQ for nearly 15...

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Save us from the experts.

by Michael Maoz  |  April 2, 2015

There is an oft-used quote from Grace Hopper, or better addressed as Rear Admiral (Amazing) Grace Hopper, USN, Ph.D., that goes, "One accurate measurement is worth more than 1,000 experts."...

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CRM Providers and the Cobbler's Children

by Michael Maoz  |  March 5, 2015

If you are feeling subversive while creating an RFP for a CRM vendor, visit their website and try out the CRM features that are baked into their site. In theory...

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Siddartha CIOs, looking to exit the walled garden of Customer Experience

by Michael Maoz  |  November 4, 2014

Just about every student in the 1960s and 1970s in the Western world was exposed to Herman Hesse's short novel, Siddartha. Everyone, it would seem, except future CIOs. But it...

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The CIO, a VP Marketing and a customer walk into a bar....

by Michael Maoz  |  October 5, 2014

Consumers are often frustrated for reasons that the CIO can neither see nor understand. Our consumers are frustrated for reasons that the VP of Marketing cannot see nor understand. If...

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As CIOs look out at Wearables, what is it that they see?

by Michael Maoz  |  September 9, 2014

 Think back over the past 20 years at the innovative technologies that you have absorbed into your life. That first Nokia 3210 back in 1999. Or that Motorola RAZR2 in...

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CIOs face choiceless choice for complicated CRM projects.

by Michael Maoz  |  June 19, 2014

Two of my colleagues just finished a tour of client visits in Kuala Lumpur, Jakarta, Singapore, Taiwan and parts of China (or other parts, depending on ones politics). Their observations...

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CIOs never fail at Mobile CRM initiatives (because they don't do customer strategy).

by Michael Maoz  |  June 12, 2014

Back after a month of quiet, mostly recovering from a mad quarter of travel, conferences and research on mobile CRM. It has been eye opening to see the complacency around...

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What every CIO could learn from Tufts University about understanding the customer experience.

by Michael Maoz  |  March 19, 2014

Tufts University, with a campus on the outskirts of Boston filled with bright, eclectic students, has introduced an amazing program that every CEO should consider for their CIOs hoping to understand the...

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