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

Ten Steps for Planning Your Customer Engagement Hub
02-Oct-2017
Magic Quadrant for Field Service Management
27-Sep-2017
Technologies for CRM and the Emerging Customer Engagement Hub
23-Aug-2017

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

3 October 2017
Top 10 Strategic Technology Trends for 2018 The intelligent digital mesh is a foundation for future digital business and its ecosystems. To create competitive advantage, enterprise architecture and technology innovation leaders must evaluate these top trends to identify opportunities that their organizations can exploit.
29 September 2017
Maverick* Insights Drive Creative Destruction of Business as Usual: A Gartner Trend Insight Report Digitalization's pace and scale subverts conventional business thinking with constant "creative destruction." Faced with such turmoil, IT and business leaders must think and act in unconventional ways for their organizations to thrive. (Maverick research exposes unconventional thinking and advice.)

24 Oct 2017
Monetizing Public Cloud Opportunities in China, Russia and India EDT: 9:00 a.m. | PDT: 6:00 a.m. | GMT: 13:00 All IT markets are directly or indirectly disrupted by Cloud Services. Gartner predicts that through 2020 the Cloud shift will grow to $216 Billion. The magnitude of the cloud shift varies by market segment and geographic region. With this shift, incumbent infrastructure providers are exploring ways to defend their traditional business model. In this session, we'll provide Business Unit leaders at IT providers guidance on how they can benefit from the cloud shift in emerging markets.
25 Oct 2017
Drive Employee Adoption of New Supply Chain Technology EDT: 11:00 a.m. | PDT: 8:00 a.m. | GMT: 15:00 Supply chain technology is changing rapidly as supply chains grow more complex and digital. Supply chain leaders often overestimate their ability to implement change. What actually drives SC employees to adapt to change is different from what SC leaders perceive leads to adoption. However, change management activities are not given the level of priority needed to gain employees' true commitment. Get the insights you need to manage change and to engage your employees in SC technology transformations.