Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Analytics for Social CRM'


Siddartha CIOs, looking to exit the walled garden of Customer Experience

by Michael Maoz  |  November 4, 2014  |  1 Comment

Just about every student in the 1960s and 1970s in the Western world was exposed to Herman Hesse’s short novel, Siddartha. Everyone, it would seem, except future CIOs. But it is not too late, any more than it is ever to late to read Lou Gerstner’s Who says elephants can’t dance. Any time is a […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Customer Centric Web Gamification Innovation and Customer Experience Intent Driven Enterprise IT Governance Strategic Planning     Tags:

As CIOs look out at Wearables, what is it that they see?

by Michael Maoz  |  September 9, 2014  |  1 Comment

 Think back over the past 20 years at the innovative technologies that you have absorbed into your life. That first Nokia 3210 back in 1999. Or that Motorola RAZR2 in 2006, or that dreamy iPhone that made you give up your Blackberry. No! Not the Blackberry, they’ll never pry it from my cold, dying hands. […]

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Category: Analytics for Social CRM Applications CIO Cloud Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Social Networking Social Software Strategic Planning     Tags:

The Selfie Marshall McLuhan anticipated 50 years ago, but as CIO you might miss.

by Michael Maoz  |  August 25, 2014  |  1 Comment

Here are five places where anyone could have observed a Selfie being taken or viewed in any major US city this week: Waiting in line at the DMV, driving a car, checking out at the supermarket, picking up tickets for a film, crossing a busy street. These were the more interesting answers given at a […]

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Category: Analytics for Social CRM Business Intelligence CIO CRM Gamification Innovation and Customer Experience Intent Driven Enterprise Leadership Social CRM Social Networking Social Software Strategic Planning     Tags:

Data Analytics’ splendid isolation from the customer reality.

by Michael Maoz  |  August 3, 2014  |  4 Comments

Empirical data, AKA ‘stuff that happens to us as ordinary consumers’ is a decent way to capture the state of BI, Data Analytics and Predictive Analytics across industries and continents. In the past six months our team members have been on business trips and vacation on five continents and 18 countries and 12 US States. Some of us added a […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Strategic Planning     Tags:

What Hemingway would say to the CIO on Customer Engagement

by Michael Maoz  |  April 23, 2014  |  3 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:

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:

Customer Strategies engineered to solve yesterday’s challenges, or, “Why does the cable company hate us?”

by Michael Maoz  |  February 11, 2014  |  1 Comment

One of the most prescient lines I have ever heard came from a Financial Services firm’s head of customer experience. It is a line I have repeated numerous times over the years. We were discussing how it was that I could be three different answers from the same company. They have a travel group, a […]

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Category: Analytics for Social CRM Business Intelligence CIO CRM Innovation and Customer Experience Leadership 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:

CRM Excellence from the IT Edges, while we pay a fortune to the core.

by Michael Maoz  |  January 21, 2014  |  4 Comments

If you are a CIO at a large corporation, you feel the pain of national governments that attempt to direct funds on behalf of the citizens of the country in new and innovative ways, only to find that almost all funds are mandated to existing programs. Maybe a few percentage points are up for real discussion. A […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Uncategorized     Tags: