Analyst Profile

Michael Maoz

VP Distinguished Analyst

20 years at Gartner , 30 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, 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 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

Hype Cycle for CRM Customer Service and Customer Engagement, 2017
21-Jul-2017
Plan Now for Critical Shifts in Customer Interaction Patterns
27-Jun-2017
Place Case Management at the Core of the CRM Customer Engagement Center
20-Jun-2017

On-Demand & Upcoming Webinars

Adapting Your IT Strategy for a Cloud-Dominated Business Application Environment
13 September 2016

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

Become a Client

Call us now at:

+1-800-213-4848 Or

Free Research

Discover what 12,000
CIOs and Senior IT leaders
already know.

Free Access

11 August 2017
2017 Hype Cycles Highlight Enterprise and Ecosystem Digital Disruptions: A Gartner Trend Insight Report Leading CIOs are engaged across and outside their enterprises to create new business opportunities and improve operational effectiveness. Gartner's 2017 Hype Cycle special report focuses on the biggest trends influencing technology-enabled businesses.
28 July 2017
Scaling Bimodal — Fusing IT With the Business: A Gartner Trend Insight Report Scaling bimodal enables organizations to transform their businesses by exploiting technology strategically. We offer research to help CIOs and IT leaders scale a bimodal approach to collaborate with the business, increase speed, agility and innovation; and deliver on digital business.

21 Aug 2017
IoT for Midsize Enterprises EDT: 11:00 a.m. | PDT: 8:00 a.m. | GMT: 15:00 IoT innovation can deliver growth and product improvement - two of the top business priorities cited by CEOs of midsize enterprises in a recent Gartner survey. However the IoT also poses challenges for midsize enterprises that may not be able to adopt the same technologies, vendors or strategies as larger organizations. In this webinar, we explore how midsize enterprises can exploit the IoT and how to navigate the complex technology, skills and business landscape it demands.
22 Aug 2017
Identify the Technology Trends You Need to Track EDT: 9:00 a.m. | PDT: 6:00 a.m. | GMT: 13:00 Enterprise architecture and technology innovation leaders are tasked with discerning the difference between the reality and the hype of disruptive technology trends. This webinar presents a model for identifying the technology trends to watch and those that may require response.