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How's that, AI? 2017 will go down as the worst year ever for customer experience.
by Michael Maoz | June 28, 2017
AI does not make subway tracks run better in New York, or make phone queues any shorter at any airline. (yesterday: "Hold time currently is between 56 minutes and 1...
On CRM initiatives, the CIO in 2017 is the Supportive Gatekeeper.
by Michael Maoz | June 22, 2017
On a call the other day with a very innovative financial services company somewhere across a sea, the wonderful Global Head of Digital Channels described their CIO as a supportive gatekeeper. What...
2017 Magic Quadrant for the CRM Customer Engagement Center released.
by Michael Maoz | May 8, 2017
After four months of research, surveys both online and on the phone, product demonstrations from 32 software providers, and too many hours in Excel, the 2017 Magic Quadrant for the...
A lack of empathy eventually undercuts all CIO projects on ML, AI, IoT.
by Michael Maoz | September 14, 2016
As summer ends in the northern hemisphere, it brings another summer where any popular survey at the shore or chatter with the biking peleton reveal the same reality: there is...
What 'Age of the Customer?'
by Michael Maoz | August 31, 2016
CEOs cite "Customer Experience" as a topic objective for 2016 and 2017. Now that Big Data has faded as a hype engine, giving way to yet more techno-fueled targets like...
WhatsApp Removes Wall to Businesses - Businesses Pop Champagne
by Jenny Sussin | August 30, 2016
Over the last week or so, there have been a lot of news articles flying around about WhatsApp being open for businesses and businesses are losing their collective minds with...
Trapped inside the Magic Quadrant Dot Matrix
by Michael Maoz | August 10, 2016
For the past many years Field Service Management has been an area of expertise that has been very rewarding to me and a small team. Our practice at Gartner has...
On Call Centers and Dodo Eggs
by Michael Maoz | June 22, 2016
Even though there were no Dodo birds on Mauritius or any other part of the planet from the 1800s onward, the mild epithet that one was a dodo bird continued...
Help the CIO adjust for inattentional blindness
by Michael Maoz | June 20, 2016
Perhaps we all found Chabris and Simons' Invisible Gorilla studies amusing: how can 50% of viewers fail to see a gorilla traipsing across a crowded scene? If you are in...
A Magic Quadrant Parabasis
by Michael Maoz | May 4, 2016
The Magic Quadrant for the CRM Customer Engagement Center published this morning ( http://www.gartner.com/document/3306017 - for clients), and though I risk running afoul of the rules in Robert Hartwell Fiske's Dictionary of...
