Michael Maoz, Author - Salesforce

My background

Michael Maoz is Senior Vice President of Innovation Strategy at Salesforce. He joined Salesforce from Gartner, Inc., where he was a founder of the CRM practice and held positions as Research Vice President, Distinguished Analyst, and Gartner Fellow. Michael is also a Board Member at Rutgers Center for Innovation Education, and an advisor to Just Capital. Michael has lived and worked on three continents. He focuses his time outside of work on family, friends, learning world cultures, hiking, cycling, volunteering and reading.

Michael's latest articles

Illustration of two service representatives looking at a graph and to do list.

Blog

How to Redesign Customer Service for Humans and AI

Agentic AI is changing how we work – the transition is easiest when your customer service roles are clearly defined.

Illustration of person climbing up stairs laid out for them by a robot

Blog

How to Help Your Customer Service Team Thrive — Not Just Survive — in the Age of AI

As AI changes how customer service gets done, it’s up to leaders to guide their teams with empathy, clarity, and a clear path forward.

[Illustration] A customer service rep works with an AI agent in a contact center

Blog

How to Succeed with AI to Reshape Customer Service Roles

AI is redefining how customer service gets done and opening new doors.

[Illustration] An AI agent high-fives a female customer service rep.

Blog

How to Build Humane AI: A Guide for Customer Service Leaders

How can service leaders adopt AI without losing the human touch? Start with empathy, trust, and a people-first approach.

An AI agent interacts with users on a computer screen, surrounded by icons and chat bubbles.

Blog

AI in Customer Experience: How to Stay Ahead

With AI, you can enhance every aspect of customer experience, resulting in higher satisfaction and stronger loyalty.

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