Michael Maoz

A member of the 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

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How can a CIO move beyond stereotypes?

by Michael Maoz  |  October 19, 2010  |  4 Comments

Listening to CIOs this week, it is clearer than ever that introducing a new model for employee and customer interaction poses profound challenges. When my 14 year old daughter swiped my iPad, and synched it with her iPod Touch and then synchronized all of her posts from Twitter and facebook and her favorite fan pages to both, I got the idea that a gulf was opening between the older generation of Business Application Designer, and the new world of apps and process designers.  IT leaders sometimes treat this new guard like the Earthlings were treated in the H. G. Wells classic, Men Like Gods: the new guard are like the character Barnstaple, and the keepers of the IT Utopia want to shut them down because they are a threat.

I know this sounds extreme, but the “Application Re-platforming” conversations that focus on how to move everything to a Megavendor because they have end-to-end solutions may be missing the bigger point: the most important change is in how people interact. How they interact with one another as employees, as customers, as customers-to-employees, or how they interact with new business applications.

How are any of the legacy business application platforms possibly architected with the dynamism, flexibility, and openness required to build new apps quickly and at low cost? And to scale and interact with the hundreds of other Apps that would help people communicate, engage, and share data, information, advice, and actual applications?

The CIO will remain the linchpin in keeping the enterprise secure, in compliance, supplied with the infrastructure and core apps that the lines of business require. So how do they free themselves up a bit to add the new dimension of satisfying the connected customer and connected employee? This is going to require a boldness and vision that is in short supply. If that is on your resume, you have a bright future ahead of you.

4 Comments »

Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning symposium Twitter     Tags: , ,

4 responses so far ↓

  • 1 Paul Baan   October 19, 2010 at 3:14 pm

    Doesn’t Enterprise Information Management (a term introduced in 2005 by Gartner) doesn’t just provide that vision? Since then, EIM has evolved to focus on Return on Information, mainy focusing on information workers. Any CIO in the near future should be prepared to face KPI’s relating to Return on Information, although there’s still some stuff to sort out in terms of measurement. The model developed by Paul Strassman provides some basics. However the EIM Maturity Model truely helps in determining which steps to take in order to further facilitate information workers to meet business objectives.

    Also, there is an EIM Dashboard out there that measures information worker satisfaction, adoption of internal collaboration platforms and other markers relevant for determining how well a CIO is doing his of her job.

    So ready or not, CIO’s should prepare for financial reporting based on the value that information is generating for the organisation.

  • 2 Michael Handlmaier   October 19, 2010 at 3:15 pm

    I believe that it is either the CIO who has to make the time or he will sooner or later be asked to make the time. Communication patterns are changing rapidly – Remember according to industry research the age group between 35-54 is the fastest growing Facebook user group (http://www.istrategylabs.com/2010/01/facebook-demographics-and-statistics-report-2010-145-growth-in-1-year/) serving just as one example.

  • 3 Social Business Top News for October 19th from 10:03 to 12:44 – Social CRM ( SCRM ) Consulting Services | Social CRM World ( SCRM )   October 19, 2010 at 6:05 pm

    [...] How can a CIO move beyond stereotypes? [...]

  • 4 The New Guard not Like the Old Guard | The Millennial Lab   October 20, 2010 at 5:02 am

    [...] on the Gartner website while attending Symposium.  Michael Maoz posted a blog titled: ” How can a CIO move beyond stereotypes“. He touches on the challenges that CIOs today are having accepting the younger developers [...]