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

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11 July 2017
Capitalizing on Your Business Ecosystems Economy: A Gartner Trend Insight Report Organizations are increasingly focusing outward on their business ecosystems to fuel innovation. To capitalize on these opportunities, CIOs must develop a proactive strategy for engaging in their business ecosystems, and select the right mix of business and technology to support this strategy.
7 July 2017
Forecast Alert: IT Spending, Worldwide, 2Q17 Update Gartner's forecast for 2017 worldwide dollar-valued IT spending growth has been revised up 1.0% to 2.4%, an increase from 0.3% in 2016. The constant-currency forecast is unchanged at 3.3% for 2017. Technology product management leaders should pay close attention to currency fluctuations in 2017.

24 Jul 2017
How to Build an Effective ITAM Policy EDT: 10:00 a.m. | PDT: 7:00 a.m. | GMT: 14:00 Policies are important. They have far-reaching consequences in terms of budget, risk control and legal position. We discuss some pragmatic considerations to help you get your IT asset management (SAM) policy right.
26 Jul 2017
Enhance Your Data Governance Initiative With Information Stewardship Applications EDT: 9:00 a.m. | PDT: 6:00 a.m. | GMT: 13:00 New packaged solutions in support of information stewardship are emerging. CDOs and information stewards must look at the capabilities of these solutions to secure the right application investment.