Michael Maoz

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CIOs start to taste the meringue and unload those pesky humans.

by Michael Maoz  |  August 19, 2014  |  3 Comments

It has been three and a half years since IBM’s multi-billion dollar Watson, an array of  supercomputing power, won the US television show Jeapordy. Despite some really funny errors, it did manage the very clever response to the answer: “A long, tiresome speech delivered by a frothy pie topping.” Its question, which it was the [...]

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Category: Applications Business Intelligence CIO Cloud CRM Innovation and Customer Experience Intent Driven Enterprise Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Strategic Planning     Tags:

Looking for the Demand-Side CIO

by Michael Maoz  |  August 6, 2014  |  1 Comment

The spectacular CIO you suss out in about 90 seconds. She/he comes into the room (and 85% of the time it is a ‘he’ with CIOs) and there is no condescending, no need to mark the trees and bushes before sitting down. The CIOs one usually meets have been around for a while, and 3/4 [...]

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

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 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, [...]

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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:

Could your customer strategy make you as engaging as Cristiano Ronaldo?

by Michael Maoz  |  June 13, 2014  |  2 Comments

The digital marketing age that we are in poses more than a small challenge to the enterprise in that we want to be more engaging with fewer – far, far fewer – humans in the corporate ranks. Marketing is using more sophisticated algorighms to understand and target the right person at the right time in [...]

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Category: Applications Business Intelligence CIO CRM Gamification Innovation and Customer Experience Intent Driven Enterprise Leadership Social CRM Strategic Planning Twitter     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:

Note to the enterprise: CRM program success comes from the philosophical, not the technological.

by Michael Maoz  |  May 13, 2014  |  2 Comments

A trip to the Department of Motor Vehicles (or DMV) in just about any of the US 50 States is an eye-opening experience. I was only surrendering license plates and making a transaction, but as the line of citizens grew and snaked its way outside of and around the building, I knew I was about to hear [...]

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Category: Applications Business Intelligence CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience iPad Leadership Social CRM Strategic Planning Uncategorized     Tags:

CRM vendor differentiation with the all look just the same

by Michael Maoz  |  April 30, 2014  |  3 Comments

Listening to clients as they search for the best software solutions struggle with the sameness of description that the software providers use to describe their wares. A refrain from the Pete Seeger song from the 1960′s (but written by Malvina Reynolds) comes to mind. (If you are one of the rare individuals not to have experienced the [...]

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Category: Applications Business Intelligence CIO Cloud CRM Gamification Innovation and Customer Experience Intent Driven Enterprise Leadership SaaS and Cloud Computing Strategic Planning     Tags: