VP Distinguished Analyst
21 years at Gartner
31 years industry experience
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
The Gartner CRM Vendor Guide, 2018
Magic Quadrant for the CRM Customer Engagement Center
Cool Vendors in CRM Customer Service and Support
The Core of Great Customer Experience: Humans or AI?
08 March 2018
On-Demand & Upcoming Webinars
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.
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
Rothschild Prize for Technology Innovation, team award, 1992, Israel
B.A., European History, University of Massachusetts
Graduate certificate, Technical Communications, Northeastern University