Gartner Blog Network

Category: 'empathy' Blog Posts

from the Gartner Blog Network

Empathy, the CIO's Horsefeathers.

by Michael Maoz  |  June 29, 2017

Go Google Empathy and the CIO and the results returned are miniscule compared to a search for "Power and the CIO," "Success and the CIO" or "Leadership," or "Technology and the CIO."...

Read more »

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...

Read more »

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...

Read more »

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...

Read more »

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...

Read more »

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...

Read more »