![Olive Huang of Salesforce](https://www.salesforce.com/blog/wp-content/uploads/sites/2/2021/02/Olive_Huang_Headshot.jpg?w=502)
author name
Olive Huang
author title VP Product Strategy
My Background
Olive Huang is currently the Vice President of Product Strategy. As a former Gartner analyst, Huang enjoys helping service leaders understand the inner working of their organization and how to improve their business at scale. When she’s not working, she enjoys the great outdoors with her family and pups.
![](https://www.salesforce.com/blog/wp-content/themes/salesforce-blog/assets/images/author-header-greenbush@1x.png)
As customer expectations shift, how do you correctly measure their experience with your service team? Use this easy five-layer matrix.