Gartner Blog Network

Category: 'innovation-and-customer-experience' Blog Posts

from the Gartner Blog Network

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...

Read more »

Help the CIO adjust for inattentional blindness

by Michael Maoz  |  June 20, 2016

Perhaps we all found Chabris and Simons' Invisible Gorilla studies amusing: how can 50% of viewers fail to see a gorilla traipsing across a crowded scene? If you are in...

Read more »

A Magic Quadrant Parabasis

by Michael Maoz  |  May 4, 2016

The Magic Quadrant for the CRM Customer Engagement Center published this morning ( http://www.gartner.com/document/3306017 - for clients), and though I risk running afoul of the rules in Robert Hartwell Fiske's Dictionary of...

Read more »

Isn’t it about time that the CIO set out on a customer journey?

by Michael Maoz  |  April 6, 2016

CIOs are often described as business leaders. That is true in the same way a parent might say they are the father of their country. Yes, they are a father,...

Read more »

Ting the butcher, P’ien the carpenter, and you, the CIO.

by Michael Maoz  |  March 11, 2016

Just after two weeks visiting over 32 Gartner clients across Asia, one can be forgiven for coming back to this outpost in the West and carrying with me the Daoist...

Read more »

Who is teaching the CIO about empathy in process design?

by Michael Maoz  |  March 8, 2016

In a few hours from now I will publish new research on empathy in the design of customer processes. The piece explores empathy for the employee and empathy for the...

Read more »

Complex CRM Cloud deployments Have that familiar feeling of complexity

by Michael Maoz  |  January 25, 2016

This morning I was going over a fairly complex Business-to-Consumer customer support implementation of one of the many Cloud CRM providers. About five minutes into the review a catchy tune...

Read more »

You know they love you when they say you've got moves like Jagger. Until then....

by Michael Maoz  |  January 14, 2016

What if you took a survey of 10,000 consumers in your country and asked them about the products / brands that matter the most to them in their lives. And...

Read more »

You can't get there from here, or, Why CRM efforts fail for most companies.

by Michael Maoz  |  January 11, 2016

It's 3:00 AM in Manila City, and you are walking through neighborhoods with names like Bel Air and San Antonio and San Lorenzo. Manila Bay and the Pasig River are...

Read more »

What Napoleon at Austerlitz can teach the CIO about the Customer and CRM.

by Michael Maoz  |  November 24, 2015

Hannibal had Cannae, Napoleon had Austerlitz, and the Customer has you business. Not the CIO, not the heads of Marketing, Digital Commerce, and not your shareholders. Next Wednesday, 2 December...

Read more »