Gartner Blog Network

Category: 'leadership' Blog Posts

from the Gartner Blog Network

On CRM initiatives, the CIO in 2017 is the Supportive Gatekeeper.

by Michael Maoz  |  June 22, 2017

On a call the other day with a very innovative financial services company somewhere across a sea, the wonderful Global Head of Digital Channels described their CIO as a supportive gatekeeper. What...

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Congrats, you're a marketing leader. But what type of digital commerce leader are you?

by Jennifer Polk  |  May 9, 2017

Of course you’re a digital marketing leader, but are you a digital commerce leader? And which type of digital commerce leader are you? Studies show digital marketing leaders are taking on...

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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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AI shouldn’t become Ignorance by Design as regards customer processes

by Michael Maoz  |  April 6, 2017

Sometimes you have to go out on a limb during the research process and write from your gut. Watching AI unfold for customer service and customer support has been a...

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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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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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Emerging Risks in Cybersecurity: Gartner's Top Ten Predictions

by John Wheeler  |  August 26, 2016

This week, I presented Gartner's top ten strategic predictions for security at the South Africa Reserve Bank Cybersecurity Conference in Johannesburg, South Africa. In my remarks, I explained that today’s...

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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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