Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Customer Centric Web'


What every CIO could learn from Tufts University about understanding the customer experience.

by Michael Maoz  |  March 19, 2014  |  2 Comments

Tufts University, with a campus on the outskirts of Boston filled with bright, eclectic students, has introduced an amazing program that every CEO should consider for their CIOs hoping to understand the business better.  Full disclosure: Tufts is a family Alma Mater. They do not excel at most sports. They do have a statue of a PT [...]

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Category: Applications Business Intelligence CRM Customer Centric Web Gamification Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise iPad Leadership Social CRM Social Networking Strategic Planning Twitter     Tags:

Knowingly or Unknowingly, the CIO is Building toward an Intent Driven Enterprise.

by Michael Maoz  |  March 4, 2014  |  1 Comment

Ten years ago I had the wonderful opportunity to be a Gartner Fellow. What I did during that fecund two-year period was develop a concept that I termed, The Intent-Driven Enterprise. I began to talk to my colleagues, talk to IT managers, heads of customer support, sales leaders, and software vendors about the idea. Some [...]

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Category: Analytics for Social CRM Business Intelligence CIO CRM Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership 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:

Care for the customer or employee experience hovers between neglect and disdain.

by Michael Maoz  |  January 23, 2014  |  3 Comments

Close your eyes and think about the Apps you enjoy the most. Now open your eyes and write them down. They are going to be Pinterest and Twitter and Dropbox and Waze and Facebook (well, for some of us) and Instagram and Proust and Vine and Google and WhatsApp, or some similar list. What will [...]

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

A Tale of Two CRMs

by Michael Maoz  |  December 18, 2013  |  Comments Off

When Dickens opened A Tale of Two Cities with “It was the best of times, it was the worst of times,” he could have been speaking about the massive opportunity and challenge of changing CRM strategies and technologies. The dissonant chorus of banshee from the Cloud-vendors cries out about the demise of on-premise software, while [...]

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Category: Applications CIO Cloud CRM Customer Centric Web eCommerce IT Governance Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning     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:

Getting Beyond “It’s all about us” to improve CRM capabilities.

by Michael Maoz  |  September 12, 2013  |  3 Comments

I am taking an online course with an Indian professor on Web Intelligence that has my head spinning. MapReduce and Hashing Algorithms and Linear Probing are intuitively obvious, but the math generates an intense respect for my Lower Sixth Form teacher’s failed attempt to coax me to focus on collision resolution. But what it has [...]

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

The year after the CIO’s honeymoon with Big Data, regret.

by Michael Maoz  |  August 1, 2013  |  3 Comments

Summer on the East Coast of the United States is magical, as temperatures in the Northeast can veer between 55f and 102f in a matter of days, and blazing dry days can be supplanted by near torrential downpours. It is also a time of travel for vacation versus work, and time to laugh at things that, [...]

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Category: Analytics for Social CRM Applications CIO CRM Customer Centric Web Innovation and Customer Experience Leadership Social Networking Social Software Strategic Planning     Tags:

TODAY’S FOUNDATIONAL CRM TOOLS ARE A BUST.

by Michael Maoz  |  June 13, 2013  |  1 Comment

All right: that is enough of a nod to the US Navy’s decision to eliminate ALL UPPER CASE in its messages. The past is the past and uppercase makes too many waves for sensitive young recruits. On the topic of the established order and its antiquated ways, it was disappointing to see the state of [...]

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