Olive Huang is a VP analyst in Gartner's CRM/CX application research team. She is a CRM and Customer Experience industry thought leader. Her Research focuses on global technology trends, market dynamics and business strategies for CRM and CX, AI and customer data management platform, customer services and support, customer 360, and adoption best practices. She is a trusted advisor for end-user organizations on business and technology strategies for CRM and CX, and for technology providers on technology trends, product roadmaps, competitive landscape and go-to-market strategies.