Gartner Blog Network

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio

Carl Jung speaking to the CIO about CRM.

by Michael Maoz  |  March 25, 2015

If your summer travels take you to the Zürichsee, or, if you are on the upper course, the Obersee, look for the signs for the Bollingen Tower, built in the 1920’s, before all of Europe devolved into a time of madness. What you will find there, tucked between Uznacherstrasse and the lake at Bollingen is […]

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CRM Providers and the Cobbler’s Children

by Michael Maoz  |  March 5, 2015

If you are feeling subversive while creating an RFP for a CRM vendor, visit their website and try out the CRM features that are baked into their site. In theory they should be state of the art. But it is a bit like the story of the shoemaker’s children who go barefoot. Or, if you […]

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Digital Humanism and the Necker Cube.

by Michael Maoz  |  March 4, 2015

Everyone who has had a bad fever, sat at a Department of Motor Vehicles, dropped acid, or owned a pet knows that ‘reality’ is a very relative and porous term. We don’t need to compare Aristotle to Descartes to understand that the external reality is relative to what our internal perceptions and sensitivities and experiences […]

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

by Michael Maoz  |  January 23, 2015

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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Customer Service is the God Particle.

by Michael Maoz  |  January 13, 2015

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

by Michael Maoz  |  January 8, 2015

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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Why data mining resembles handing a child a scalpel.

by Michael Maoz  |  January 6, 2015

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

by Michael Maoz  |  December 10, 2014

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

by Michael Maoz  |  December 1, 2014

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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Siddartha CIOs, looking to exit the walled garden of Customer Experience

by Michael Maoz  |  November 4, 2014

Just about every student in the 1960s and 1970s in the Western world was exposed to Herman Hesse’s short novel, Siddartha. Everyone, it would seem, except future CIOs. But it is not too late, any more than it is ever to late to read Lou Gerstner’s Who says elephants can’t dance. Any time is a […]

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