Mike Eruzione | Michael Maoz   Interactions2008 Featured Keynote Speaker - Michael Maoz, Distinguished Analyst, Gartner Research Contact Center 2.0 Wednesday, July 30th, 2008, 8:30 a.m. What does the 2.0 world in which we now live mean for the Contact Center? Customers have more power than ever, as the results of bad service can sweep through the Internet in moments. Meanwhile, enterprises are scrambling to understand customer intentions and retain their business. In the middle of all this is the "High Performance Contact Center" - providing excellent service while capturing a wealth of customer insight that can be used to build loyalty, grow revenue, increase efficiency, and dazzle customers. Featured speaker, Michael Maoz, Distinguished Gartner analyst, will share the extensive experience he has gained as premier analyst in the Customer Relationship Management space. About Michael Maoz Michael Maoz is a research vice president and Distinguished Analyst at Gartner Research. His research focuses on customer relationship management (CRM) and he is the research leader for customer service and support strategies, field service and service management for product-centric industries. Michael has been with Gartner for 11 years and has worked in the IT industry for 21 years.