Analyst Profile
Michael Maoz
Michael Maoz
VP Distinguished Analyst
Stamford, CT USA
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Years of Experience
16 years at Gartner
26 years IT industry
Areas of Coverage
Customer Relationship Management

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Roles and Responsibilities
Michael Maoz is a Research Vice President and Distinguished Analyst in Gartner Research. His research focuses on customer strategies and technologies, with an emphasis on the CRM customer service disciplines, collaborative customer strategies, social media strategies, and cloud-based CRM applications and analytics. Mr. Maoz is the research leader for the customer service and support strategies area. He researches social software, software as a service (SaaS), CRM contracts and budget strategies, multichannel contact center applications, social CRM/communities, and field service management. He is also the lead analyst for the Oracle CRM product portfolio.
Previous Experience
Mr. Maoz has 25 years of international experience, with 18 years in CRM applications, contact centers/customer engagement hubs, social CRM, field service, SaaS and European market dynamics.
Professional Background
Point Information Systems, Germany, Director of Corporate Communications, 4 years
Scitex, Israel, Project Lead, R&D, 7 years
Prime Computer, Technical Writer, Office Automation Systems, 1 year
Industry Awards/Accolades
Rothschild Prize for Technology Innovation, team award, 1992, Israel
Education
B.A., European History, University of Massachusetts
Graduate certificate, Technical Communications, Northeastern University
Languages
English
Hebrew




LATEST RESEARCH 0 More by this author
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Author(s)

Magic Quadrant for the CRM Customer Engagement Center 13-May-2013 Michael Maoz
There Is No Social Media Management System 08-May-2013 Jenny Sussin, Michael Maoz
Cool Vendors in CRM Customer Service and Social, 2013 15-Apr-2013 Johan Jacobs, Michael Maoz, Jim Davies, Jenny Sussin
Future E-Commerce Success With Customer Experience Depends on CRM: A Gartner Team Perspective 04-Apr-2013 Gene Alvarez, Ed Thompson, Michael Maoz, Robert P. Desisto, Adam Sarner, Kimberly Collins, Jim Davies, Johan Jacobs, Chris Fletcher, Praveen Sengar, Jenny Sussin, Patrick Stakenas, Penny Gillespie
Social Media for CRM Will Force a Shift From Contact Centers to Customer Engagement Centers 01-Apr-2013 Michael Maoz