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

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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?