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Olive Huang
VP Analyst
Gartner
Speaker Topics
- Customer and Citizen Experience
- Artificial Intelligence (AI)
- Innovation
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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Sessions
Monday, 08 September, 2025 03:00 PM - 03:30 PM AEST
Agentic AI Will Mean the End of UX as We Know It
Agentic AI is poised to revolutionize the way we approach UX and UI development, and change the experiences that your users expect from software. This will raise the bar for delivering user satisfaction to new levels. AI agents will be manipulating software for users, and by understanding these emerging trends, IT leaders can ensure that their software products remain competitive and user-friendly.
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Wednesday, 10 September, 2025 02:30 PM - 03:00 PM AEST
Top Technology Trends in 2025 That Will Impact Your CRM and Customer Experience Strategy
The year 2025 marks the turning point for your organization's CRM and customer experience strategy. CRM and CX leaders are reprioritizing their spendings to get business strategy, technology, data, industry value chain and governance foundations in place for deploying AI at scale. We'll explain the top technology trends in CRM and CX that should be the top priorities for CIOs, CX and senior applications leaders.
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