Gartner Blog Network

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio

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 Marketing and Billing and Support and HR managers, and from there down to the rank-and-file.

Read more »

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

by Michael Maoz  |  April 6, 2017

Most businesses will be reliant on software companies or external consultants. They should, therefore, create a means by which to monitor and assess what those external suppliers and partners are doing in AI design, and the bias they have (or do not have) in their work on AI and algorithms. In essence, the issue of ethics and empathy in AI may be about more than just education and awareness, and equally about talent sourcing or procurement.

Read more »

A bear as an analog of where your CRM digital strategy fails.

by Michael Maoz  |  February 8, 2017

The disparity of responsibilities within the enterprise leads inexorably to a weakened position in recognizing the customer for who she/he is, when they are where they are with the issue that they have. The organizational fragmentation leads to process fragmentation which leads to technology system fragmentation which leads the customer to feel misunderstood.

Read more »

AI without Empathy Leaves the Enterprise with Artificial Indifference

by Michael Maoz  |  December 21, 2016

What has also been around just as long as AI is poor product and process design, which makes the purveyors of AI technologies so hopeful that finally they will connect to a market opportunity…. Benefits will be hampered by the scope of corporate apathy, indifference, “not-my-job-isms,” in the design of better customer processes.

Read more »

Bad customer service as a tool to distract from bad business.

by Michael Maoz  |  November 8, 2016

The arrogance of the enterprise failure to include the customer in planning and messaging is bad business.

Read more »

Just kidding, we don’t care what you think of us.

by Michael Maoz  |  September 19, 2016

Process improvement is not rocket science: it requires observing the true customer experience and acting upon it.

Read more »

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 no meaningful impact of IoT, ML or AI on the way the enterprise engages the customer. Machine learning and AI are the new Soylent Green […]

Read more »

What ‘Age of the Customer?’

by Michael Maoz  |  August 31, 2016

…maybe all that device meshes will achieve is upset the customer more profoundly, as the disappointment cascades across devices and over time.

Read more »

Trapped inside the Magic Quadrant Dot Matrix

by Michael Maoz  |  August 10, 2016

Resist the myopic but prevailing notion that the MQ dot is solely determined by and upheld by the Primary Author on an MQ document.

Read more »

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 into the 1960s to mean someone out of step, and to be as ‘dead as a dodo bird’ meant that the idea was defunct or obsolete. That is about the same as saying that you manage or operate a ‘Call Center.’

Read more »