Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'symposium'


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:

CRM for the Customer Engagement Center B2C: Poor options.

by Michael Maoz  |  October 10, 2013  |  Comments Off

It was not too long into the delivery of my Customer Engagement Center Magic Quadrant session that someone asked the obvious: where are the choices for a global Customer Service organization for a stable, high volume center? Cleansing breath. Exhale: there is no choice. Amazing as it seems, with the decimation of the independent vendors [...]

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Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning symposium     Tags:

Social Media is as important to your business as sales strategy and logistics.

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 [...]

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

Social Enterprise to the CIO: Will you still love me tomorrow?

by Michael Maoz  |  October 20, 2011  |  Comments Off

While our 2011 Gartner US Symposium is still in full swing (http://bit.ly/nAbDfw), the aura and ardour of the Social Organization burn brightly. Over the rubber chicken and Canapes and great Keynotes (http://blogs.gartner.com/symposium-live-orlando/) we are hearing CIOs express interest, if not yet passion, for all things “Social.” Let’s flash forward three months. We are all back [...]

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Category: Analytics for Social CRM CRM Innovation and Customer Experience Leadership Social CRM Strategic Planning symposium     Tags:

Social Media is mostly self indulgent or negative. Now what?

by Michael Maoz  |  October 18, 2011  |  1 Comment

Have you ever looked at Tweets about customer service? Find much that is positive? If you did, go by a lottery ticket. And Tweets in general? They are mostly: Look at me! How clever, how connected. And what about posts inside of communities? “Communities” is an interesting concept, as is “Social” and “Collaborative,” since the level [...]

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Category: Analytics for Social CRM Cloud Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning symposium Twitter     Tags:

Social CRM and Big Data during and after Gartner Symposium

by Michael Maoz  |  October 18, 2011  |  1 Comment

Gartner brought upon itself the wet Orlando weather when it began a research analyst Rain Dance in the form of Cloud Computing tracks and workshops. The rain may have been inevitable; we’ll never know.  The area of greatest interest to my clients is Big Data and its role in helping businesses understand customers better. Check [...]

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Category: Applications Cloud CRM Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software symposium Twitter     Tags:

How can a CIO move beyond stereotypes?

by Michael Maoz  |  October 19, 2010  |  4 Comments

Listening to CIOs this week, it is clearer than ever that introducing a new model for employee and customer interaction poses profound challenges. When my 14 year old daughter swiped my iPad, and synched it with her iPod Touch and then synchronized all of her posts from Twitter and facebook and her favorite fan pages [...]

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Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning symposium Twitter     Tags: , ,

The CIO Dilemna: How to show your value to the business.

by Michael Maoz  |  October 19, 2010  |  1 Comment

I don’t get enough opportunity to meet with CIOs. A part of that is because I am working closely on issues focused on generating revenue and creating loyal customers while spending less doing it. These are the basics of a great customer experience. Companies on the order of Amazon.com have IT asking the questions of [...]

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Category: Cloud CRM Customer Centric Web Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning symposium     Tags: , ,

Friends and the success of your social networks.

by Michael Maoz  |  October 18, 2010  |  1 Comment

Symposium 2010 is in full swing here in Orlando, Florida.  Social Media and processes are front and center on the agenda.  The meaning of the connections is coming up in a lot of conversations.  Has anyone else gotten tired of the use of “Friends” in relation to social networks? From the mid-1990’s, and stretching for [...]

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Category: Applications CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning symposium Twitter     Tags:

Tweet this! Defining the Social CRM Vendor Market.

by Michael Maoz  |  October 15, 2010  |  2 Comments

New on Gartner.com this morning is The Concise Social CRM Vendor Guide (if you are a client, you can download it: http://my.gartner.com/portal/server.pt?open=512&objID=256&mode=2&PageID=2350940&ref=GartnerRecommends&resId=1452313 ) For me one of the best outcomes was to get the entire team here covering “Social” for the disciplines of marketing, sales, eCommerce and Customer Service to hone the initial definition that we [...]

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Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning symposium     Tags: , , , ,