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Gartner Expert
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.
Previous experience
Mrs. Huang has 20 years of experience in the IT industry. Prior to joining Gartner, she was Vice President of Atos Singapore, where she held sales and delivery responsibility 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 Singapore
Vice President
Siemens in China and Singapore
Application Manager, Director of Corporate Automation, Vice President
Areas of coverage
CRM Strategy and Customer Experience
Customer Service and Support Technology
Education
Bachelor of Economics, International Business Management
Top Issues That I Help Clients Address
1What do I need to know when I compare CRM customer service and support software among the major CRM vendors such as Salesforce, SAP, Oracle and Microsoft?
2What are the trends in CRM customer service and support, and what's the impact to our organization?
3How do I evaluate the right vendors and technologies in the field of mobile customer service and support for our unique business requirements?
4How do I successfully transform our contact center to a multichannel customer engagement center?
5In Asia Pacific region, what are the trends on Customer Experience and CRM adoption?