Gartner Blog Network

Category: 'intent-driven-enterprise' Blog Posts

from the Gartner Blog Network

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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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...

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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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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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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...

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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...

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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...

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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...

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