At home, work, in the airport or in the air…an airline customer can be touched in many ways: Personalized offerings, frequent travel rewards, and last but by...
Author - Michael Maoz
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 social software, software as a service (SaaS), CRM contracts and budget strategies, multichannel contact center applications, social CRM/communities, and field service management. He is also the lead analyst for the Oracle CRM product portfolio.
Mr. Maoz has 25 years of international experience, with 18 years in CRM applications, contact centers/customer engagement hubs, social CRM, field service, SaaS and European market dynamics.