Gartner Blog Network

Olive Huang
Research Director
1 years at Gartner
16 years IT Industry

Olive Huang is a Research Director in Gartner Research and is part of the company's CRM software research team. Her research area focuses on customer services and support, contact centers, CRM vendors and service providers, and CRM strategy and best practices in the Asia/Pacific region. Read Full Bio

The New Normality of Customer Service

by Olive Huang  |  April 16, 2020

Recent discussions I had with clients and customer service technology providers are all around changes brought by COVID-19 into their customer service environment. In the research “Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities” we summarized six short term actions that can help customer service organizations through this challenging time: Develop a strategy to […]

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Customer Service Leaders Need To Quickly Improve Organization’s Digital and Self Service Capabilities to Sail Through Covid-19

by Olive Huang  |  March 24, 2020

For the past two weeks, over a dozen Gartner clients have reached out to me in inquiries, seeking guidance in customer service strategies to sail through Covid-19 crisis. As countries ramp up their efforts to battle Covid-19, shutting down non-essential services, locking down towns, and stopping air travels, the disruption of the pandemic to society […]

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The challenge of COVID-19 requires customer service organizations to build a solid plan on work at home agents

by Olive Huang  |  March 19, 2020

COVID-19 has caught companies off guard. Customer service organizations are having sleepless nights to keep their contact centers open, prioritize issues and provide proactive communications. Everyone is impacted, hospitals, airlines, hotels, banks, telcos, utilities, universities, and government. As countries put emergency measures one by one, even the most thought-after fall-over plans across multiple countries could […]

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In the Future, Your CRM Applications Will Need to Natively Support AI, IoT, Analytics and Integration

by Olive Huang  |  February 13, 2020

What is the best way to stay dry in Sydney’s grey raining day? – go to Microsoft Envision they said. All the Microsoft executives at the event claimed they brought rain from Seattle instead of Cyclone Uesi. Well these are very good rains to put off bush fires, fill the dams and recover the water […]

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In the next five years, the biggest challenge that architects of CRM systems face will be how to deliver faster

by Olive Huang  |  November 22, 2019

Here is my joke about conferences: Conferences are like fish. Day one we are all fresh. Day two we become a bit slimy. Day three we start to stink and day four? – well there should never be a day four. I have been attending Dreamforce for three days now I feel just like that. […]

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In order to succeed in the next decade, do companies need to have a purpose?

by Olive Huang  |  November 20, 2019

Back in 2013 I came to Dreamforce and wrote a blog "My Dreamforce as a Fish Market Theory". Then for the past six years I didn't come back to this event. It is a bloody long way to fly from Australia and Salesforce's local events in Sydney are just as informative. Coming back this year […]

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Amazon AWS, Google Cloud, Alibaba Cloud and now Microsoft Azure – Why does Salesforce want to run its software on all of them?

by Olive Huang  |  November 15, 2019

Today Salesforce┬ánamed Microsoft Azure as its public cloud provider for marketing cloud. Microsoft counts the fourth IaaS platform on which Salesforce wants to run its software. The Salesforce relationships with Amazon AWS and Google Cloud were dated back to 2016 and 2017 respectively. The last partnership with Alibaba Cloud was sealed in July this year. […]

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Open Sesame – Can Alibaba Open the Door of Chinese Market for Salesforce?

by Olive Huang  |  July 25, 2019

Today Salesforce announced a strategic partnership with Alibaba. Very little was said in the announcement. Two things I think are quite important – The partnership includes Salesforce running Sales Cloud, Service Cloud, Commerce Cloud, and Salesforce Platform on Ali cloud instances in China. The partnership also includes Salesforce will become the exclusive enterprise CRM product […]

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Australian Farmers Praying for Rain, and in Need of a Better Weather App

by Olive Huang  |  February 16, 2014

This winter (summer in Australia) the earth got a little bit crazy. Snow storms in the U.S., Flood in UK and where I live, a rural town 400 KM north east of Sydney, we are under the attack of the worst drought in 60 years. Before moving to the country I have never paid enough […]

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Gong Xi Fa Cai in a Digital World

by Olive Huang  |  February 2, 2014

Like most of the overseas Chinese, my friend circles are split into two – people who can access Facebook and people who can’t access Facebook. WeChat, China’s No.1 social media mobile app created by Tencent, became the social space where all my Chinese friends and family members connect. ┬áI really mean, All my friends and […]

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