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

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.

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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 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.’

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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 the 1% of folks unaware of the video, here you are: http://www.theinvisiblegorilla.com/videos.html . Yet in business as in the rest of life, our inattention to […]

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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 Unendurable English, let me add that it requires a parabasis. A Magic Quadrant is not magic. It is a spreadsheet. It has two axis. It has […]

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Meet a CIO with fabulous talent management skills and you’ll met a successful business.

by Michael Maoz  |  April 14, 2016

A friend of mine is in the process of returning a Nok terracotta sculpture that he’d bought at the dawn of time from a dealer who might not have had the right to sell what he possessed. In the meantime, there it was: a 2,000 year old delicately sculpted baked clay bust of a warrior, […]

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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, and they are of their country. And the CIO is a leader, and they are in the business. Beyond that, what, exactly, should a CIO […]

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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 Zhuangzi and his edict of wuwei – No Contrived Action! I would like every CIO and LoB to pin this wherever they work. The amount […]

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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 customer. Looking out at businesses, empathy is not a first-order concern. Nor are the chief information officers or data scientists abundant in their empathy towards […]

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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 from long ago appeared. In her amazing 1970 album, Ladies of the Canyon, Joni Mitchell has a song entitle Circle Game with a refrain that […]

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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 what if, instead of only asking about like-for-like comparisons within your industry, you allowed them to look across 27 industries? How confident are you that […]

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