Michael Maoz VP Distinguished Analyst Stamford, CT USA Years of Experience 13 years at Gartner 26 years IT industry Areas of Coverage Customer Relationship Management View Latest Research Resources Create Analyst Alert Contact Gartner Roles and Responsibilities 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 strategies. He researches software as a service (SaaS), CRM strategies, multichannel contact center applications, social CRM/communities and field service management. Previous Experience Mr. Maoz has 20 years of international experience, with 12 years in CRM applications, contact centers, 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 German Hebrew LATEST RESEARCH More by this author Title Publish Date Author(s) Social CRM Market Definition and Magic Quadrant Criteria 05-Feb-2010 Adam Sarner, Ed Thompson, Michael Maoz Top Business Processes for Customer Service, 2010 to 2012 19-Jan-2010 Jim Davies, Ed Thompson, Michael Maoz, Johan Jacobs The Four Styles of Customer Service Contact Center 02-Dec-2009 Jim Davies, Michael Maoz Predicts 2010: Customer-Centric Web Strategies 01-Dec-2009 Michael Maoz, Adam Sarner, Mick MacComascaigh, Bill Gassman Predicts 2010: Customer Service Meets Social CRM 01-Dec-2009 Michael Maoz, Johan Jacobs, Jim Davies, Ed Thompson