Olive Huang

Olive Huang

VP Analyst
Olive Huang is a Research Vice President in Gartner Research and is part of the company's CRM application research team. Her research area focuses on technologies, strategies, and best practices on customer services and support, contact centers, mobile customer services, customer engagement hub, and CRM and customer experience strategy and best practices in the Asia/Pacific region. Mrs. Huang is also conference chair for Gartner's annual Customer Experience and Technologies Summit in Sydney, Australia.
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Tuesday, 16 June, 2020 09:15 AM|Tuesday, 16 June, 2020 10:15 AM
Gartner Keynote: Leading CX When the Stakes Are High

As customer-centricity becomes increasingly important in an uncertain world, Business and IT leaders supporting CX must understand their role in supporting organization transformation to deal with uncertainty and serve what Gartner calls the emerging "Everything Customer". This keynote will provide practical guidance and inspiration for the future.

Tuesday, 16 June, 2020 03:30 PM|Tuesday, 16 June, 2020 04:00 PM
Digital Business Requires Organizations to Focus on Customer Centricity

As organizations build digital business, ignoring customer experience will lead to failure of the digital business model transformation for almost all organizations. CX leaders must translate customer centricity into a new set of improved actions to support digital business.

Wednesday, 17 June, 2020 10:30 AM|Wednesday, 17 June, 2020 11:00 AM
Customer Experience Technologists: Your Role to Drive the Success of Digital Business

Excellence in customer experience is critical to the success of digital business. In this session we will review best practices for customer experience technologists looking to increase their influence over the development of customer experience strategy and the distinct advantages that an advanced understanding of technology has in accelerating customer experience success in digital business.

Wednesday, 17 June, 2020 12:00 PM|Wednesday, 17 June, 2020 12:30 PM
Design Your Customer Engagement Hub to Deliver Continuous Experience Throughout Customer Life Cycle

Digital business and elevated customer expectations drive the importance of real-time, contextualized customer experiences. Building a customer engagement hub is inherently complicated, and is virtually always created within a preexisting (“brownfield”) application portfolio, encompassing multiple legacy applications with various stakeholders. This session introduces you to the CEH and how you could add real-time capability to drive continuous experience.

Wednesday, 17 June, 2020 05:15 PM|Wednesday, 17 June, 2020 05:30 PM
Chair Closing Remarks

Brief closing remarks from the summit chair, Olive Huang.

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