Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Gamification'


What Hemingway would say to the CIO on Customer Engagement

by Michael Maoz  |  April 23, 2014  |  2 Comments

The IT street beat has been a-drum with talk of data. During client enquiry it is a good habit to ask the folks on the call what their job titles are, though I eschew one for myself. Here is a list of the titles that I have not expected to creep into the conversation: VP, [...]

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Category: Analytics for Social CRM Applications Business Intelligence CIO Cloud CRM Gamification Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise Leadership Strategic Planning     Tags:

The age of the senses, moving from marketing to service.

by Michael Maoz  |  April 17, 2014  |  2 Comments

Perhaps less a backlash to the Digital Age than a result of, more companies are latching on to the primal role of the senses in driving the brand. In full disclosure, one of my daughters is a marketing Wunderkind at Sephora in San Francisco, the epicenter of the sensorial. Walking through the way they have [...]

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Category: Applications Business Intelligence CRM Gamification Innovation and Customer Experience Intent Driven Enterprise Leadership Social CRM Social Networking     Tags:

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:

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:

Why great CIOs focus on the customer more than the software and services vendors.

by Michael Maoz  |  February 3, 2014  |  2 Comments

As a lead up to our Customer Strategies and CRM Conferences* in April and May, we are beginning to receive and review entries for our 2014 CRM Excellence Awards. I first suggested the idea of an award for the businesses that best represent excellent customer service almost 12 years ago, based on what we saw the [...]

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Category: Analytics for Social CRM Applications CRM Gamification Gartner Customer 360 Summit Innovation and Customer Experience Leadership Strategic Planning     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:

Mobile devices as Kryptonite to Retailers.

by Michael Maoz  |  January 2, 2014  |  2 Comments

About 90% of my overall shopping experience is online. I imagine it might never go higher, as I was reminded this week shopping for a new Carry-on flight bag. There are hundreds of  sizes, colours, styles, pouches, attachments, wheels, and prices, and running the endless combinations on the internet is less than efficient. Especially as I [...]

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Category: Business Intelligence CRM Gamification Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning     Tags:

The practical use cases of Big Data in engineering great customer experiences.

by Michael Maoz  |  November 1, 2013  |  3 Comments

Choosing a hotel for business travel for me means seeking a Gartner Preferred Hotel. Not based on chain, but on price. Sometimes you might go for a ‘non-preferred’ and run the risk of receiving the dreaded internal message with the label “Out of Compliance.” Why not always just comply? Well you might know there is [...]

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Category: CIO CRM Gamification Innovation and Customer Experience Leadership Social CRM Social Networking 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:

Waze to Google: May it go better than many social media endeavors.

by Michael Maoz  |  June 12, 2013  |  1 Comment

For a year or so already, just about no driver in Israel’s metropolitan areas was ever out of finger reach of Waze. Slowly, waves of Waze users have crept into the US. It is fun and useful, especially when you have a companion in the car. One of Google’s first principles is “Focus on the [...]

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