Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Social Software'


All of the marketing offers that never came, and some that did….

by Michael Maoz  |  January 23, 2015  |  Submit a Comment

Absorb the lesson of the Theseus Ship and you have all of the tools to advise the Marketing team when they ask IT help to create great customer experiences. None of you had the gift of suffering under the tutelage of Mr. Hadley Ellis Alcott’s course in Greek literature, which he named, Modern Shadows Cast […]

Submit a Comment »

Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Customer Service eCommerce Gamification Innovation and Customer Experience Intent Driven Enterprise Leadership Sales Force Automation Social CRM Social Networking Social Software Strategic Planning     Tags:

Customer Service is the God Particle.

by Michael Maoz  |  January 13, 2015  |  1 Comment

The official 2015 Customer Engagement Center Magic Quadrant kicks off in another week, though it is more de jure than de facto, as it a living creature that updates from moment to moment. Its formal update generates an intense re-visiting of the criteria and definition of the space, which looks at the combination of tools […]

1 Comment »

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

CIOs can be supply specialists or maestros of innovation. Who are you?

by Michael Maoz  |  January 8, 2015  |  2 Comments

In the military, one of the more interesting jobs is the supply specialist who keeps the armory and warehouses stocked. These wonderful folks, usually infectiously enthusiastic and salty of tongue, are the difference between theater success or failure. The amount of ‘stuff’ that a single soldier needs can be overwhelming. In early military days you might […]

2 Comments »

Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Customer Engagement Customer Service EA eCommerce ERP Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning     Tags:

Why data mining resembles handing a child a scalpel.

by Michael Maoz  |  January 6, 2015  |  1 Comment

One of the recurring jokes that gets a laugh regardless of the times heard is from George Carlin: “I put a dollar in a change machine. Nothing changed.” With advanced data mining tools, that could be your best outcome, versus things getting worse. Here in the United States we have just passed through the storm […]

1 Comment »

Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Customer Engagement Customer Service Gamification Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Social Networking Social Software 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. […]

1 Comment »

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 […]

1 Comment »

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:

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 […]

3 Comments »

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

CIOs face choiceless choice for complicated CRM projects.

by Michael Maoz  |  June 19, 2014  |  4 Comments

Two of my colleagues just finished a tour of client visits in Kuala Lumpur, Jakarta, Singapore, Taiwan and parts of China (or other parts, depending on ones politics). Their observations are in line with what we are seeing in most parts of the world: when it comes to building a next-generation CRM desktop, mobile interface, […]

4 Comments »

Category: Applications Business Intelligence CIO Cloud Contact Center CRM Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise Leadership SaaS and Cloud Computing Social CRM Social Software 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 […]

2 Comments »

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 […]

1 Comment »

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