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Olive Huang
VP Analyst
Gartner
Speaker Topics
- Articulating the Business Value of IT and AI
- Digital Product Management and Growth
Speaker Bio
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.
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Session
Tuesday, 05 May, 2026 03:30 PM - 04:00 PM AEST
Do Not Forget Moments of Humanity in Your Customer Experience
AI offers many opportunities to improve the customer experience, but what happens when you overautomate customer relationships? In this session, we will discuss the strategies that CIOs can use to ensure technology enhances the customer experience, while preserving the humanity of customer engagement.
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