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

Ting the butcher, P’ien the carpenter, and you, the CIO.

by Michael Maoz  |  March 11, 2016

Just after two weeks visiting over 32 Gartner clients across Asia, one can be forgiven for coming back to this outpost in the West and carrying with me the Daoist Zhuangzi and his edict of wuwei – No Contrived Action! I would like every CIO and LoB to pin this wherever they work. The amount […]

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Who is teaching the CIO about empathy in process design?

by Michael Maoz  |  March 8, 2016

In a few hours from now I will publish new research on empathy in the design of customer processes. The piece explores empathy for the employee and empathy for the customer. Looking out at businesses, empathy is not a first-order concern. Nor are the chief information officers or data scientists abundant in their empathy towards […]

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Complex CRM Cloud deployments Have that familiar feeling of complexity

by Michael Maoz  |  January 25, 2016

This morning I was going over a fairly complex Business-to-Consumer customer support implementation of one of the many Cloud CRM providers. About five minutes into the review a catchy tune from long ago appeared. In her amazing 1970 album, Ladies of the Canyon, Joni Mitchell has a song entitle Circle Game with a refrain that […]

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You know they love you when they say you’ve got moves like Jagger. Until then….

by Michael Maoz  |  January 14, 2016

What if you took a survey of 10,000 consumers in your country and asked them about the products / brands that matter the most to them in their lives. And what if, instead of only asking about like-for-like comparisons within your industry, you allowed them to look across 27 industries? How confident are you that […]

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You can’t get there from here, or, Why CRM efforts fail for most companies.

by Michael Maoz  |  January 11, 2016

It’s 3:00 AM in Manila City, and you are walking through neighborhoods with names like Bel Air and San Antonio and San Lorenzo. Manila Bay and the Pasig River are close, but you will not know it. What you will know is that it is like Paris or Manhattan or Tokyo at noon. Tens of […]

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What to do when what you call ethics, they call weakness.

by Michael Maoz  |  December 14, 2015

One of the beautiful implications of the multiple walls of privacy and non-disclosure that all of our clients have with analysts is that the analyst is in the unique position of watching the truer story of events. It would be a stretch to say that they have the true story, as all of reality is […]

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What marketing and the CIO can learn from Salviati’s Map

by Michael Maoz  |  December 2, 2015

Many rainy or freezing cold days as school children in the north, recess would be spent indoors, and during that time one of our teachers decided that a good exercise would be to trace world maps. All sorts of world maps. Like: back to the dawn of map making. Cleverly disguised in this seemingly mindless […]

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What Napoleon at Austerlitz can teach the CIO about the Customer and CRM.

by Michael Maoz  |  November 24, 2015

Hannibal had Cannae, Napoleon had Austerlitz, and the Customer has you business. Not the CIO, not the heads of Marketing, Digital Commerce, and not your shareholders. Next Wednesday, 2 December 2015, marks 210 years since the Battle of the Three Emperors, sealing a victory for France and the defeat of the Austrian Empire. It was […]

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Reasons to be Thankful

by Michael Maoz  |  November 16, 2015

Dozens of cultures and countries have a Thanksgiving holiday, not just the country that I am in, the US. Japan has a rice festival of Thanksgiving, India and Java and Thailand have Thanksgiving, in Belarus they have the Yurya Spring Thanksgiving festival, and in Chile they have the Anata Thanksgiving Festival. In the UK, from […]

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See you in Barcelona. What is your IT Style?

by Michael Maoz  |  November 6, 2015

At our Gartner Symposium next week in Barcelona there will be another opportunity to attend our new presentation Track, “Drive Business Growth,” that focuses on the digital moments that create profitable customers, for life. Here is how you can determine if you should attend this track, or stick to your core IT sessions. Ask yourself […]

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