Gartner Expert

Michael Maoz

VP Distinguished Analyst

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.

Roles and responsibility

VP Customer Experience

VP Customer Service

Director of Digital Media

SVP Digital Innovation

Director of CRM


Chief Web Strategist


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

Scitex, Israel

Project Lead, R&D

Prime Computer

Technical Writer, Office Automation Systems

Areas of coverage

Applications and Software Engineering Leaders

Application and Product Portfolio Governance (retired)

Customer Relationship Management and Customer Experience (retired)

Artificial Intelligence


B.A., European History, University of Massachusetts

Graduate certificate, Technical Communications, Northeastern University

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Top Issues That I Help Clients Address

1The contact center for customer service becomes the customer engagement center

2Mobile messaging and AI for customer service

3What will be the role of AI such as bots, advanced knowledge discovery, and augmented reality change customer service?

4What will the customer experience look like in five years for customer service?

5Salesforce Service Cloud versus the other CRM megavendors