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Gartner Expert
Olive Huang
VP Analyst
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.
Previous experience
Mrs. Huang has over 25 years of experience in the IT industry. In 2024 she returned to her analyst root at Gartner after 4 years successful career in Salesforce, leading global competitive intelligence function. Prior to Salesforce, she spent 7 years with Gartner researching CRM, CX and customer service strategy and technology adoption. She was a seasoned public speaker, conference chair for Gartner's Customer Experience and Technologies Summit in Sydney, Australia and a Gartner Symposium opening keynote speaker. Prior to joining Gartner, she was Vice President of Atos Singapore, where she held sales and delivery leadership role for large IT outsourcing accounts. Previously, Mrs. Huang worked as Director of Corporate Automation in Siemens' regional CIO office, where she looked after the enterprise application strategy for Asia, Australia, the Middle East and Africa.
Professional background
Atos, Siemens , Various Roles in technology and consulting, 15 years
Gartner , VP Analyst, 7 years
Salesforce , VP Market Strategy, Global Head of Competitive Intelligence, VP Product Strategy, 4 years
Areas of coverage
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Digital Workplace Applications
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CRM Strategy and Customer Experience
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Customer Service and Support Technology
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Select and Orchestrate AI Platforms and Technologies
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Build, Engineer and Implement AI Initiatives
Education
Bachelor of Economics, International Business Management
Top Issues That I Help Clients Address
How will AI impact CRM software and how can end user organizations make the right decisions in adopting the new technologies
How will AI impact Customer Experience in the near and long term? How is customer and their expectation evolving? What technologies are emerging to redefine the CX?
How do I evaluate the right vendors and technologies in CRM and CX? How to balance departmental and enterprise needs? How to evaluate CRM vendors in terms of their ecosystem strength?
Why is creative, design, and content becoming more important to CRM software and how can end user organizations do to embrace the trend?
Why is data management platform and data integration ecosystem becoming more important to CRM software and how can how can end user organizations do to embrace the trend?