Gartner Blog Network

Category: 'digital-humanism' Blog Posts

from the Gartner Blog Network

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...

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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...

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Hey, but the guitar is in great shape, and other lessons in empathy.

by Michael Maoz  |  April 13, 2017

Empathy is wonderful, yet hard to scale. It is hard to scale out from the CEO, to senior leadership, down to Corporate Communications, to Customer Relations, to the Sales and...

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AI shouldn’t become Ignorance by Design as regards customer processes

by Michael Maoz  |  April 6, 2017

Sometimes you have to go out on a limb during the research process and write from your gut. Watching AI unfold for customer service and customer support has been a...

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AI without Empathy Leaves the Enterprise with Artificial Indifference

by Michael Maoz  |  December 21, 2016

AI has been the answer to all things for as long as any of us have been IT professionals. As a tech newbie in Boston finishing a Grad program, it...

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New Research: Introducing Digital Connectivism: A New Philosophy for the Digital Society

by Andrew White  |  November 3, 2016

My colleague Frank Buytendijk just published several notes that represent his "Fellows" project.  This is a major undertaking that any Gartner Analyst both dreads (its a whole lot of work) and...

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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...

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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...

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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...

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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...

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