Distinguished Analyst and Research Vice President
Michael has worked in research and development and product marketing at high tech startups in Germany, the U.S. and Israel. At the technology advisory firm, Gartner, he lectures and consults with clients globally on the intersection of technology and customer experience. He was one of the first thought leaders to form and evolve the concepts behind the $32 billion global CRM market. He has written over 300 research papers on customer engagement and CRM, and advises CIOs and IT leaders around the world on how to improve business processes and technologies to advance customer strategies.
Michael has served as a Gartner Research Fellow, and in his current roles as Distinguished Research Analyst is responsible for identifying the thought leadership trends for Gartner’s IT Symposia. His research focuses on empathy in the enterprise, artificial intelligence, mobile technologies, collaboration, and social media strategies.