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

Magic Quadrant for the CRM Customer Engagement Center
16-May-2018
Cool Vendors in CRM Customer Service and Support
08-May-2018
Vendor Rating: Salesforce
27-Apr-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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16 May 2018
The Gartner Supply Chain Top 25 for 2018 This research unveils the 14th annual global Supply Chain Top 25. It highlights the advanced practices of leading companies that heads of supply chain and strategy organizations can adopt and adapt to compete with the best in the world.
15 May 2018
Retail Supply Chainnovators 2018: Lesara Wins for Accelerating the Concept of Fast Fashion This award recognizes innovative and high-impact initiatives that transform the supply chain. Through a case study of Lesara's winning approach that accelerates fast fashion, supply chain leaders can use this research as a means to inspire, transform and elevate their own supply chain organization.

29 May 2018
IoT's Opportunities and Challenges in 2018 EDT: 9:00 a.m. | PDT: 6:00 a.m. | BST: 14:00 This webinar focuses on how IoT has evolved over the last two years in commercial and enterprise applications, and what the outlook is for its adoption in 2018.
29 May 2018
Key Capabilities to Be a Go-To E-Com Partner or Go Direct-To-Consumer EDT: 10:00 a.m. | PDT: 7:00 a.m. | BST: 15:00 E-commerce sales continue to increase across all industries and brand manufacturers want a share of this growth. To capitalize on this opportunity, brands are positioning themselves as the 'go-to' partner for retailers by offering services such as drop ship, or they're going "direct-to-consumer" without an intermediary. In this webinar, we discuss barriers to success, routes to market to consider, capabilities to enable growth and consumer connection.