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

The Mediocrity of a 360 degree View.

by Michael Maoz  |  October 15, 2015

A good test of your level of customer service is what happens when something goes wrong. Like in any relationship, when things are good, they are good: it is living inside of Tom Paxton’s ‘When we were good,’ When we were good we never went to town. We let the clocks run down. We let […]

Read more »

Cognitive Heuristic Big Data Algorithms and other buzzwords of perhaps putative benefit.

by Michael Maoz  |  October 6, 2015

While driving 1,750 kilometres to deliver a student to a university campus on the East Coast of the United States we drove past strip malls, that most American contribution to the world of clutter (Foul your nest and head out West!!), shopping centres and Big Box giants. Every once in a while there was a […]

Read more »

Amazing IT Plus Low Employee Engagement Equals Failure

by Michael Maoz  |  October 5, 2015

What do you think about when you here the company names Starbucks and Walt Disney and Apple, Unilever, Salesforce, GE and Southwest Airlines? All of these companies are successful first and foremost for their innovation, followed closely by their people management. Despite the Internet of Things, Big Data, Chief Digital Officers, Cloud Computing and Smart […]

Read more »

I’m here to collect on a debt….. don’t tell Marketing.

by Michael Maoz  |  June 21, 2015

Marketing is facing its Waterloo. As a business unit it is the corporate Napoleon, and the Customer is then the Duke of Wellington, aided by the head of Customer Service, who is our Prussian leader, Gebhard von Blücher. Waterloo, as you recall your history, was that moment 200 years ago tomorrow when the British and Prussians […]

Read more »

Your customers are out of their minds.

by Michael Maoz  |  June 5, 2015

Scientific papers about the shrinking of the size of the human brain are as common at the moment as news on FIFA’s role in squashing an inquiry into Thierry Henry’s famous 2009 handball.  Your customers’ brains are shrinking for many reasons, not just one, but among them is that they externalize more and more of the […]

Read more »

CRM choices are driven by fear more than hope.

by Michael Maoz  |  May 6, 2015

Working done in Washington DC this week reminded me for the thousandth time why the role of analyst is so wonderful. There was a meeting with a CIO and the senior members of the staff, many dialing in from other locations, talking about how to introduce and sustain a change of attitude and behaviour. My general […]

Read more »

How many cloud types do you know?

by Michael Maoz  |  April 30, 2015

All that it takes is one major rumor about a software company takeover to drive folks into a frenzy. But really: NOW they get excited? Relax – there are only a few clouds that are going to make it. You can stare at any sky on any given day, and no matter what, there are only […]

Read more »

The Customer Engagement Center Magic Quadrant, 2015

by Michael Maoz  |  April 27, 2015

The Customer Engagement Center is another way of saying a Customer Service and Support software suite. We had called it the CRM Customer Service Contact Center MQ for nearly 15 years, but then in 2012 our client requests were starting to move away from phone, chat, email and search and over to questions about the […]

Read more »

Big Data as Profit before People. Find a Kahuna nui.

by Michael Maoz  |  April 15, 2015

It is the end of the Magic Quadrant period for the Customer Engagement Center (AKA, Customer Service Contact Center) 2015, and in two weeks time the 2015-2016 update should be ready. Should is always the operative word, as it can be a bit like predicting with complete accuracy the next El Niño. Nearly 250 phone […]

Read more »

CRM half-heartedness doesn’t reach into majesty.

by Michael Maoz  |  April 9, 2015

The greatest poet ever to emerge from Tajikistan has to be the 13th century Jalāl ad-Dīn Muhammad Balkhī, AKA Rumi. As unlikely as it may be for him to find his way into a Gartner blog on CRM, his words belong here because much of what holds back a great customer experience is a certain […]

Read more »