Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Contact Center'


CIOs face choiceless choice for complicated CRM projects.

by Michael Maoz  |  June 19, 2014  |  4 Comments

Two of my colleagues just finished a tour of client visits in Kuala Lumpur, Jakarta, Singapore, Taiwan and parts of China (or other parts, depending on ones politics). Their observations are in line with what we are seeing in most parts of the world: when it comes to building a next-generation CRM desktop, mobile interface, […]

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Category: Applications Business Intelligence CIO Cloud Contact Center CRM Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning     Tags:

Behind the magic of the CRM Customer Engagement Center MQ, 2014

by Michael Maoz  |  April 25, 2014  |  1 Comment

Kids in the western world from the Middle Ages on down would listen to magicians incant Hocus Pocus and Abracadabra before performing a feat of magic. They would wait for that key phrase Hocus Pocus and with slight of hand a ball would disappear or a dove appear – Magic. Of course the roots of […]

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Category: Applications CIO Cloud Contact Center CRM Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise Leadership SaaS and Cloud Computing Social Networking Strategic Planning     Tags:

All that a CIO needs to know about CRM was said already by the Dalai Lama

by Michael Maoz  |  April 8, 2014  |  2 Comments

I am about to release the draft of the Customer Engagement Center Magic Quadrant 2014 for review to software vendors. This is the MQ that was formerly known as the CRM Customer Service Contact Center MQ. For two years we’ve been writing about Customer Engagement Strategies, and this new MQ focuses on the role of […]

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Category: Applications CIO Contact Center CRM Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership SaaS and Cloud Computing Strategic Planning     Tags:

Hey, Marketing leader, isn’t it time to share your social media strategy?

by Michael Maoz  |  February 27, 2014  |  2 Comments

We just published our 2014 Social for CRM Vendor Guide (if you are a Gartner client you can view it at  http://gtnr.it/1ft8B8o ), and among the interesting insights is our survey that shows that Marketing controls Social strategy in 41% of enterprises, compared to 8% IT and 7% Customer Service. The more interesting evolution of social media strategy […]

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Category: Analytics for Social CRM Applications Business Intelligence Cloud Contact Center CRM Customer Centric Web Gamification Gartner Customer 360 Summit Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Twitter     Tags:

Touching the Cloud / SaaS Third Rail: complex customer service.

by Michael Maoz  |  November 25, 2013  |  Comments Off

The beauty of the new-age publishing process is that every word, thought and recommendation that we write for our clients on Gartner.com can be anonomously rated. Generally you hope for better than three stars – four or five are ideal, as it implies that you got their attention and they thought it was better than average. […]

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Category: Applications Business Intelligence CIO Cloud Contact Center CRM Customer Centric Web Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social Software Strategic Planning Twitter     Tags:

CRM for the Customer Engagement Center B2C: Poor options.

by Michael Maoz  |  October 10, 2013  |  Comments Off

It was not too long into the delivery of my Customer Engagement Center Magic Quadrant session that someone asked the obvious: where are the choices for a global Customer Service organization for a stable, high volume center? Cleansing breath. Exhale: there is no choice. Amazing as it seems, with the decimation of the independent vendors […]

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Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning symposium     Tags:

The CIO’s Cloud Mania for CRM: And they swam and they swam right over the dam.

by Michael Maoz  |  August 12, 2013  |  2 Comments

Let’s face it: the five year cost of CRM software in a SaaS model has eclipsed on premise software costs for most organizations. We should re-state this: most businesses will not face this issue head on. Obfuscating and a disengenuous sleight-of-hand accounting razzamatazz can give the vague appearance that SaaS is cheaper. SaaS  is evolving […]

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Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Vendor Contracts     Tags:

The beginnings of the CRM Customer Engagement Center

by Michael Maoz  |  May 15, 2013  |  2 Comments

Each April or May for the past 12 years we have published the Magic Quadrant for CRM Customer Service Contact Centers,” but this year we’ve dared to disturb the universe by replacing it with The Magic Quadrant for the CRM Customer Engagement Center. (If you are a Gartner client you can find it at http://www.gartner.com/document/2482521.  The question my […]

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Category: Applications CIO Contact Center CRM Gamification Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Social Software Strategic Planning     Tags:

Social Media as the Newest Job Eliminator

by Michael Maoz  |  February 8, 2013  |  2 Comments

How do we like the productivity gains brought on by software and robotics so far? Whether it is retail, or manufacturing, or travel or hospitality, there is a lot of dislocation out there helped by automation. Put those together with cyclical economic pullbacks, and a segment like banking, for example, can really feel it: 150,000 […]

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Category: Applications Contact Center CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software     Tags:

The atrophy of CRM applications in complex customer service environments.

by Michael Maoz  |  January 17, 2013  |  1 Comment

Whenever I am in a large European Call Center, or Contact Center, peering at the screens that the poor denizens or these neglected warrens face every day, I expect to look down at my wrist and see my grandfather’s 1965 Bulova Accutron Spaceview wristwatch. Now THAT was a cool watch. Quartz crystal!! And, yes, it […]

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Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Strategic Planning Vendor Contracts     Tags: