Entries Categorized as 'Gamification'
by Michael Maoz | May 15, 2013 | Submit a Comment
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 [...]
Category: Applications CIO Contact Center CRM Gamification Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | April 4, 2013 | Comments Off
I am at the Gartner BPM Summit down in Washington, DC. It has been a terrific experience. As a ‘first time’ speaker at the conference, my dance card started empty as the relevance of ‘The Customer Experience’ wasn’t intuitive to the BPMers in attendance. But a funny thing happened after I presented – my day [...]
Category: Applications CIO Cloud CRM Gamification Innovation and Customer Experience Leadership Sales Force Automation Social CRM Social Networking Strategic Planning Tags:
by Michael Maoz | April 1, 2013 | Comments Off
March Madness for me wasn’t watching as Louisville and Michigan blew threw the field, but about creating five conference presentations. Tomorrow starts the Gartner Business Process Management Summit at the National Harbor in Maryland, where I will be speaking on Customer Experience Management. Over the next few months it will be DC, NYC, San Francisco [...]
Category: Analytics for Social CRM Applications CIO Cloud CRM Customer Centric Web eCommerce Gamification Gartner Customer 360 Summit Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software 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 | May 16, 2012 | Comments Off
Day four of my mobile phone fiasco. Four hours, four days, seven phone calls, and now the wait for the replacement phone. And today, I have a replacement phone. Beautiful packaging. Explicit, step by step instructions on how to return defective device. Big RED Stop Sign: IMPORTANT telling me how to avoid punishing processing fees, [...]
Category: Analytics for Social CRM CIO Cloud CRM Gamification Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | February 29, 2012 | 1 Comment
I am in the middle of six weeks of travel. To keep my spirits bubbly I remind myself that I’m not in a bivouac and my meals don’t come in tin cans. Some of you know what I mean. Visiting clients and observing their operations first-hand is the only way to stay relevant, truly. On-site [...]
Category: CIO CRM Gamification Gartner Customer 360 Summit Innovation and Customer Experience iPad Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | December 11, 2011 | Comments Off
The role of a technology analyst is an interesting one in that it is equal parts technologist, process consultant, and psychologist. The closest match in psychology would have to be Alfred Adler, thefin de siècle Austrian who looked at how our early social exposures, choices of work, and love experiences form our world view. He [...]
Category: Analytics for Social CRM Applications Cloud CRM Gamification Gartner Customer 360 Summit Innovation and Customer Experience SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | October 31, 2011 | Comments Off
A colleague told me about the writings of Clay Shirky and his concept of Cognitive Surplus, and it resonated with me. I’ve been thinking about similar ideas about why people willingly solve problems for corporations without pay. Ever since I first wrote about Mercury Interactive’s customers participating in very successful collaborative forums to solve technical [...]
Category: CRM Customer Centric Web Gamification Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning Tags:
