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Olive Huang
VP Analyst
Gartner
Speaker Topics
- Customer and Citizen Experience
- Enterprise Architecture and Applications
- AI Strategy and Business Alignment
- Agentic AI
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
Tuesday, 17 November, 2026 11:00 AM - 11:30 AM IST
The New Build vs. Buy Framework for AI in Enterprise Applications
46% of organizations believe that they can replace most of their applications with custom AI. This complicates the traditional perspective on build versus buy. Enterprise application vendors and AI platform vendors are in a race towards the same finish line but are starting from two different points. Join this session to learn the latest practices and recommendations.
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Wednesday, 18 November, 2026 12:00 PM - 12:45 PM IST
Ask the Analyst: Evaluating AI in CRM: What Vendors Really Offer
This interactive session will allow participants to explore the opportunities and challenges of effectively evaluating CRM technologies that are infused with AI. Ask questions about selecting and adopting AI in CRM to discuss with your peers and Gartner experts, such as offerings by established CRM and emerging AI-native vendors in AI, trends in AI adoption in CRM and scaling AI for CRM.
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Wednesday, 18 November, 2026 02:45 PM - 03:15 PM IST
The Rise of the AI Customer: What CIOs Need to Know
Your customers are changing faster than your CX technology stack. AI is reshaping how and where they access information, make decisions and solve problems. CIOs must plan for a future where customers interact outside company-owned channels, and when they do engage, they may be armed with AI agents of their own. This session offers a look at CX transformation from the customer’s perspective — where it stands today, where it’s headed next and what those shifts mean for CX strategy in the AI era.
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