Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Social Networking'


Fooling ourselves with an Internet of Things.

by Michael Maoz  |  June 30, 2014  |  3 Comments

In the northern hemisphere it is summer, and vacation travel in the United States and Europe has gotten into mid-gear. It is a time when there is an accelerated feeling of just how out of synch the “Internet of Things” and “Social Media” and “Digital Enterprise” have gotten from many real issues. Roads are still [...]

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Category: Business Intelligence CIO Cloud Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Social Networking Social Software Strategic Planning     Tags:

CIOs never fail at Mobile CRM initiatives (because they don’t do customer strategy).

by Michael Maoz  |  June 12, 2014  |  3 Comments

Back after a month of quiet, mostly recovering from a mad quarter of travel, conferences and research on mobile CRM. It has been eye opening to see the complacency around most businesses around mobile. The view is: Digital Marketing is doing a fabulous job with customers. IT doesn’t consider customers customers in any case. They [...]

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Category: Applications Business Intelligence CIO CRM Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise Leadership Social CRM Social Networking Strategic Planning     Tags:

Lessons to the CIO on Customer Experience from Henry the Fourth, Part I, Act 3

by Michael Maoz  |  May 14, 2014  |  2 Comments

I need a minute to work up to my point, so breathe. The primary residual gift of a university education is the people you meet. The secondary residual gift are the events that one attends, from Bacchanalian parties to concerts to theatre. And one such theatre event was at Mount Holyoke College where Shakespeare’s Henry [...]

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Category: Applications Business Intelligence CIO CRM Gartner Customer 360 Summit Leadership Social CRM Social Networking Strategic Planning Uncategorized     Tags:

Behind the magic of the CRM Customer Engagement Center MQ, 2014

by Michael Maoz  |  April 25, 2014  |  1 Comment

Kids in the western world from the Middle Ages on down would listen to magicians incant Hocus Pocus and Abracadabra before performing a feat of magic. They would wait for that key phrase Hocus Pocus and with slight of hand a ball would disappear or a dove appear – Magic. Of course the roots of [...]

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Category: Applications CIO Cloud Contact Center CRM Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise Leadership SaaS and Cloud Computing Social Networking Strategic Planning     Tags:

For Earth Day 2014 take a moment to think about the Mobile Revolution

by Michael Maoz  |  April 22, 2014  |  2 Comments

I was taken by an uncle to an Earth Day rally as a little kid when some granola-crunching type folks still adored Rachel Carson and admired US Senator Ed Muskie for his passion on the environment. Today I have been monitoring loosely the daily stream of emails and have yet to receive any that mention [...]

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Category: CIO Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Social Networking 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:

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:

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: