Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Leadership'


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 […]

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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 […]

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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 […]

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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 […]

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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:

Why didn’t you say that in the first place? The CIO needs Google Translate for CRM.

by Michael Maoz  |  December 10, 2014  |  Comments Off

My colleagues and I just released a new piece of research that we titled, “Nine CRM Projects to do Right Now for Customer Service (if you are a Gartner client you can read it here (http://www.gartner.com/document/2939818). What we did was take this year’s top 2,000 inquiries, together with our onsite client visits and Symposia one-on-ones […]

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Category: Applications Business Intelligence CIO Cloud Contact Center CRM Customer Engagement Customer Service Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership SaaS and Cloud Computing Social CRM Strategic Planning symposium     Tags:

The CIO’s choice between bandwagon and band leader for CRM

by Michael Maoz  |  December 1, 2014  |  Comments Off

The IT world is curious in that the farther one gets from core technology projects the closer one gets to value. CRM business applications are similar – it is often the more arcane or little known software products and suppliers delivering value. It is they who are called in by the CIO or IT lead […]

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Category: Applications Business Intelligence CIO CRM Innovation and Customer Experience IT Governance Leadership Strategic Planning     Tags:

The CIO, a VP Marketing and a customer walk into a bar….

by Michael Maoz  |  October 5, 2014  |  2 Comments

Consumers are often frustrated for reasons that the CIO can neither see nor understand. Our consumers are frustrated for reasons that the VP of Marketing cannot see nor understand. If a customer of a business were to sit down with a CIO and give them their point of view, the CIO might find it interesting, […]

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Category: Applications Business Intelligence CIO Cloud CRM Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership SaaS and Cloud Computing Strategic Planning symposium Uncategorized     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:

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: