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

Empathy, the CIO’s Horsefeathers.

by Michael Maoz  |  June 29, 2017

If you are a CIO, or an aspiring CIO, take a look at the role that empathy and customer centricity and customer experience play in making a business successful, and compare that to the role that ‘best technology’ on its own plays.

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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

Yet these AI bots are your “Brand Ambassador!” Just read the HBR: ‘When AI Becomes the New Face of Your Brand.” Just take care, because your AI might not be the customer’s idea of intelligent. It may come off as artificial, superficial, condescending, or insulting.

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On CRM initiatives, the CIO in 2017 is the Supportive Gatekeeper.

by Michael Maoz  |  June 22, 2017

We are all witnessing a ‘business outcome’ focus for all successful companies. It is all about technology-enabled business transformation, and both ‘Mode One’ (right infrastructure, right scale, stable core) and “Mode Two” (Sustained agility, incremental and consistent digitization, business-process focus) are coming together for business success.

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2017 Magic Quadrant for the CRM Customer Engagement Center released.

by Michael Maoz  |  May 8, 2017

Humans remain at the core of great customer service, particularly when the issues are complex. The challenge is that customers have a dozen interaction channels at their disposal, but the enterprise repeatedly fails to synchronize them, or give the customer service representative the tools to engage the customer effectively. Our MQ looks at the CRM software that best helps.

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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 Marketing and Billing and Support and HR managers, and from there down to the rank-and-file.

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

by Michael Maoz  |  April 6, 2017

Most businesses will be reliant on software companies or external consultants. They should, therefore, create a means by which to monitor and assess what those external suppliers and partners are doing in AI design, and the bias they have (or do not have) in their work on AI and algorithms. In essence, the issue of ethics and empathy in AI may be about more than just education and awareness, and equally about talent sourcing or procurement.

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A bear as an analog of where your CRM digital strategy fails.

by Michael Maoz  |  February 8, 2017

The disparity of responsibilities within the enterprise leads inexorably to a weakened position in recognizing the customer for who she/he is, when they are where they are with the issue that they have. The organizational fragmentation leads to process fragmentation which leads to technology system fragmentation which leads the customer to feel misunderstood.

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AI without Empathy Leaves the Enterprise with Artificial Indifference

by Michael Maoz  |  December 21, 2016

What has also been around just as long as AI is poor product and process design, which makes the purveyors of AI technologies so hopeful that finally they will connect to a market opportunity…. Benefits will be hampered by the scope of corporate apathy, indifference, “not-my-job-isms,” in the design of better customer processes.

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Bad customer service as a tool to distract from bad business.

by Michael Maoz  |  November 8, 2016

The arrogance of the enterprise failure to include the customer in planning and messaging is bad business.

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Just kidding, we don’t care what you think of us.

by Michael Maoz  |  September 19, 2016

Process improvement is not rocket science: it requires observing the true customer experience and acting upon it.

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