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.
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.
by Michael Maoz | November 8, 2016
The arrogance of the enterprise failure to include the customer in planning and messaging is bad business.
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 […]
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.’
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 […]
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 […]