Gartner Blog Network

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

from the Gartner Blog Network

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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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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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...

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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...

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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,...

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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...

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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...

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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...

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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...

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