Analyst Profile

Jessica Ekholm

Jessica Ekholm

VP Analyst

20 years at Gartner ,  20 years industry experience
United Kingdom

Roles and Responsibilities

Jessica Ekholm works as a Vice President covering customer experience (CX). Her CX focus is particularly on how to use AI to improve the customer experience. AI and CX including: Using AI to understand customers better (VoC/NLP/sentiment analysis/emotion AI) Using AI to improve the sales experience Using AI to improve customer services Other focus areas are digital experiences, next-generation customer and the future of experiences. In addition, Ms. Ekholm covers the connected home, intelligent home, mobile apps and mobile messaging.

Areas of Coverage

  • Mobile & Wireless


Previous Experience

Before joining the Personal Technologies team, Ms. Ekholm worked as a Senior Business Analyst for the Gartner Cross-Technology department, concentrating on financial sector and vendor clients in Europe. #CustomerExperience #CX #AI #Chatbots #UserExperience #DigitalExperiences

Professional Background

Computacenter, Business Analyst, 1 year

Industry Awards/Accolades

How to create a compelling connected home experience


B.S., European Business Studies, Vaxjo University, Sweden
M.S., International Trade and Finance, Lancaster University, U.K.
M.S., with distinction, Economics, Vaxjo University, Sweden



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