Michael Maoz

Michael Maoz

Vice President and Distinguished Analyst

Michael Maoz is a 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.

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.

Years of Experience:

  • 20 years in total with Gartner
  • 31 years in IT industry
  • 5 years in Technology & Telecommunications industry
  • 5 years in Banking, Finance and Insurance industry
  • 5 years in Energy & Utilities industry
  • 5 years in Government industry

Top 5 Issues I Help Clients Address:

  • How to make customer service and support processes key differentiators
  • Selecting the appropriate CRM technologies for customer service
  • What will be the role of smart machines such as bots, advanced knowledge discovery, and augmented reality change customer service?
  • How will mobile and cloud computing impact CRM processes (specifically Salesforce)?
  • How will analytics and business process rules change customer service?

Roles That Need My Research:

  • VP Customer Experience
  • VP Customer Service
  • Director of Social Media Strategy
  • Chief Customer Officer
  • Director of CRM
  • VP of Field Service and Logistics
  • Chief Web Strategist
  • CEO

Top Key Initiatives I Cover:

  • Customer Relationship Management and Customer Experience
  • Application Leaders
  • Artificial Intelligence
  • Developing the Future of IT Leadership
  • Go-to-Market Planning

Common Inquiries I Address:

  • Client is moving to an omnichannel customer service strategy, and trying to be better at mobile delivery.
  • Next generation of customer service and customer engagement using Chatbots and advanced knowledge management.
  • Client is looking for an understanding of the strengths and weaknesses of the major CRM customer support platforms in a world of mobile and social media.
  • Emergency contract reviews for Oracle or Salesforce customer service applications.
  • Client needs to improve IoT strategy.
  • Help the client with the KPIs and analytics that prove success/failure.
  • Client wants to integrate social media and support of social communities in the customer service area.
Monday, December 4, 2017 / 6:50 PM - 7:10 PM

Magic Quadrant for the CRM Customer Engagement Center

This will be a theater session on the 2017 Customer Engagement Center Magic Quadrant.

Wednesday, December 6, 2017 / 9:15 AM - 10:00 AM

Why Humans Will Remain at the Core of Great Customer Experience

Even with the emergence of compelling AI, chatbots and deep learning software, humans will remain a way to provide key differentiation in maintaining profitable customers. We will explore the emerging AI technologies for customer engagement and show the process continuum of where humans will remain essential, where AI will take over and where AI will augment human capabilities.

Meet the analysts face to face.

Gartner Application Strategies & Solutions Summit 2017
Caesars Palace, 3570 Las Vegas Blvd. South, Las Vegas, NV-89109
Starting on
December 4, 2017
Ending on
December 6, 2017
Tap the full potential of new and emerging technologies to enhance customer experiences, drive agility and enable innovation across the enterprise. Build an applications organization with the flexibility to support today’s digital business demands. Empower your entire enterprise to address digital business opportunities and use leading technologies to create and deploy business critical solutions.