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.
VP Customer Experience
VP Customer Service
Director of Digital Media
SVP Digital Innovation
Director of CRM
Chief Web Strategist
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
Project Lead, R&D
Technical Writer, Office Automation Systems
Applications and Software Engineering Leaders
Application and Product Portfolio Governance (retired)
Customer Relationship Management and Customer Experience (retired)
B.A., European History, University of Massachusetts
Graduate certificate, Technical Communications, Northeastern University
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