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

by Michael Maoz  |  October 5, 2014

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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As CIOs look out at Wearables, what is it that they see?

by Michael Maoz  |  September 9, 2014

 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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The Selfie Marshall McLuhan anticipated 50 years ago, but as CIO you might miss.

by Michael Maoz  |  August 25, 2014

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

by Michael Maoz  |  August 19, 2014

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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Looking for the Demand-Side CIO

by Michael Maoz  |  August 6, 2014

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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Data Analytics’ splendid isolation from the customer reality.

by Michael Maoz  |  August 3, 2014

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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Fooling ourselves with an Internet of Things.

by Michael Maoz  |  June 30, 2014

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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CIOs face choiceless choice for complicated CRM projects.

by Michael Maoz  |  June 19, 2014

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

by Michael Maoz  |  June 13, 2014

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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CIOs never fail at Mobile CRM initiatives (because they don’t do customer strategy).

by Michael Maoz  |  June 12, 2014

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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