Analyst Profile

Michael Maoz

VP Distinguished Analyst

21 years at Gartner , 31 years industry experience
CT USA

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, AI and Mobile strategies, and cloud-based CRM applications and analytics. Mr. Maoz is the research leader for the customer service and support strategies area. He researches Internet of Things for customer service, software as a service (SaaS), CRM contracts and budget strategies, multichannel contact center applications (including the customer engagement centers Magic Quadrant), social CRM/communities, knowledge management, and field service management. He is also the Gartner Lead Analyst for Salesforce.

Areas of Coverage

Customer Relationship Management

Michael Maoz's Recent Gartner Activity

Latest Research

Critical Capabilities for Field Service Management
27-Mar-2018
How to Move From B2C to C2B Experiences Using New Digital Technologies
27-Feb-2018
Market Guide for CRM Customer Service and Support Software, Asia/Pacific Region
02-Feb-2018

On-Demand & Upcoming Webinars

The Core of Great Customer Experience: Humans or AI?
08 March 2018

Background

Previous Experience

Mr. Maoz has 30 years of international experience, with 20 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
Prime Computer, Technical Writer, Office Automation Systems, 1 year
Scitex, Israel, Project Lead, R&D, 7 years

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

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6 April 2018
The Future of Work and Talent: Culture, Diversity, Technology The future of work is about forging a new relationship between technology and talent that transforms existing ways of working and doing business. This Special Report helps CIOs to shape this digital future with advice on long-term scenarios to inform strategy and near-term actions to implement it.
29 March 2018
Driving Cost Optimization Across the Enterprise: An Executive Perspective Leaders across the business must connect cost optimization efforts to the organization's larger objectives. Gartner's research helps leaders in numerous business areas determine how they can work individually and together to optimize costs without undermining strategic objectives.

23 Apr 2018
Cost Optimization: Using Analytics to Optimize IT and Business Costs 9:00 AM GMT | 4:00 AM EDT Cost optimization is a business-focused, continuous discipline to drive spending and cost reduction, while maximizing business value. In this webinar, we'll review the vital role analytics play in cost optimization: finding cost reduction opportunities, evaluating their potential impact on the business, and analyzing and selecting scenarios to spend for the best business outcomes.
23 Apr 2018
Lead Digital Business in 2018 and Beyond EDT: 11:00 a.m. | PDT: 8:00 a.m. | GMT: 16:00 Digital business transformation is a journey. Most CIOs think they are executing digital business transformation, but in reality there is a big gap between desire and deliver. CIOs can close this gap by using a digital business transformation map to guide their journey. The map includes finding landing points and places of high intensity transformation with other leaders. This session will explore ways that CIOs can move their organization from desire to deliver when it comes to digital business transformation. This includes creating urgency, telling stories, finding a transformation landing point and moving into high-intensity transformation.