Entries Categorized as 'Innovation and Customer Experience'
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 [...]
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:
by Michael Maoz | January 8, 2013 | 2 Comments
My “Triple Play” communications provider was the first to invest significant time, thought, and resources into Social Media. It built social listening, actively monitors and responds to Tweets and Facebook posts, and analyzes all of the social interactions of its customers. Why then, one might ask, do they fail so miserably at basic customer processes? [...]
Category: CIO CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | January 3, 2013 | 6 Comments
In his 1994 album, Wildflowers, Tom Petty wrote a song, Time to move on, and the entrance goes like this: It’s time to move on, time to get going What lies ahead, I have no way of knowing But under my feet, baby, grass is growing It’s time to move on, it’s time to get [...]
Category: Analytics for Social CRM Applications CIO CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | December 4, 2012 | 2 Comments
Pete Seeger, an American songwriter, wrote a number called, “Waist Deep in the Big Muddy” in 1967 that discussed following leaders without question, even when they lead you into peril. Observing how many fine businesses and governments are prioritizing their IT initiatives for 2013, it is hard not to have Big Muddy playing in the [...]
Category: Analytics for Social CRM Applications CIO CRM Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Strategic Planning Tags:
by Michael Maoz | November 27, 2012 | 3 Comments
The HP/Autonomy story gives outsiders indigestion and insider-competitors a glissade of Schadenfreude. That story I will leave to the experts, but it does raise the issue of ‘what does the CIO really know about enterprise software ‘fit for use?’ Most of the time the CIO knows the software vendor’s product line the same way we [...]
Category: Analytics for Social CRM Applications CIO Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | November 20, 2012 | Comments Off
The United States is about to slide into the annual Thanksgiving mania that culminates in an orgy of commercialism on Black Friday, while parenthetically remembering the original reasons for the thanks. Some of us never forget, and often it is because of lives lived where the notion of tolerance and the integrity of cultural identify [...]
Category: Analytics for Social CRM Applications CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | November 14, 2012 | 1 Comment
Each week, the final page of The New Yorker magazine contains an ink drawing of a social situation, and beneath it you are invited to invent your own comic line to capture what is going on in the cartoon. Imagine the number of ways that the title line above could be completed, “A CIO, VP [...]
Category: CIO CRM Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Tags:
by Michael Maoz | November 6, 2012 | Comments Off
How can anyone not thank J. J. Abrams and his Bad Robot Productions for creating “Revolution?” Watching it, oddly, creates a stream-of-consciousness thought that one of the character Flashbacks should be to one of the CRM platforms from one of the large enterprise application vendors. Over the past seven years only one new and scalable [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Strategic Planning Tags:
by Michael Maoz | October 17, 2012 | 1 Comment
In Primary School you may have sat next to the class chatterbox, the babbling font of intransitives garbled, gargled and machine-gun rapid. That kid has grown up, and she’s now sitting behind you on a flight that has not taken off. She has her camera going and she is speaking to her boyfriend Shawn about [...]
Category: CIO CRM Gamification Innovation and Customer Experience Leadership Social Networking Social Software Strategic Planning symposium Twitter Tags:
by Michael Maoz | October 16, 2012 | 1 Comment
Next year at this time the supersonic leap from space will be remembered, while (unprompted) the name Felix Baumgartner will disappear. The huge team of engineers that made this possible is already unknown. The folks from David Clark who made his crazily-complex suit are unknown to begin with. They made this man’s life sustainable with [...]
Category: Applications CIO Cloud Innovation and Customer Experience Leadership Tags:
