Gartner Blog Network

Category: 'strategic-planning' Blog Posts

from the Gartner Blog Network

Cognitive Heuristic Big Data Algorithms and other buzzwords of perhaps putative benefit.

by Michael Maoz  |  October 6, 2015

While driving 1,750 kilometres to deliver a student to a university campus on the East Coast of the United States we drove past strip malls, that most American contribution to...

Read more »

Amazing IT Plus Low Employee Engagement Equals Failure

by Michael Maoz  |  October 5, 2015

What do you think about when you here the company names Starbucks and Walt Disney and Apple, Unilever, Salesforce, GE and Southwest Airlines? All of these companies are successful first...

Read more »

Inside the Digital Business: paved roads, good intentions, IoT, and Analytics

by Jack Santos  |  August 26, 2015

As the Digital Business takes off, we often focus on external business opportunities - new revenue, new products, and new markets.  But what about internal organizational efficiency?  An article about using...

Read more »

Process Digitalization: Just More Automation?

by Bruce Robertson  |  July 28, 2015

No, it's worth distinguishing new capabilities that go beyond just getting the work of of paper (or in manufacturing, out of human hands). If you don't change the work really,...

Read more »

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...

Read more »

CRM choices are driven by fear more than hope.

by Michael Maoz  |  May 6, 2015

Working done in Washington DC this week reminded me for the thousandth time why the role of analyst is so wonderful. There was a meeting with a CIO and the senior...

Read more »

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...

Read more »

Big Data as Profit before People. Find a Kahuna nui.

by Michael Maoz  |  April 15, 2015

It is the end of the Magic Quadrant period for the Customer Engagement Center (AKA, Customer Service Contact Center) 2015, and in two weeks time the 2015-2016 update should be...

Read more »

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."...

Read more »

Carl Jung speaking to the CIO about CRM.

by Michael Maoz  |  March 25, 2015

If your summer travels take you to the Zürichsee, or, if you are on the upper course, the Obersee, look for the signs for the Bollingen Tower, built in the...

Read more »