Roles and Responsibilities

Jessica Ekholm, is a Managing Vice President in Gartner Research for the Customer Service and Support team in the Sales & Customer Service practice. Her global team of analysts, based in the US and Europe covers topics such as Contact Center as a Service (CCaaS), Customer Engagement Centers (CEC), Knowledge Management (KM), Conversational AI, Field Service Management (FSM) and Digital Customer Services (DCS). Prior to assuming a management role, she was an Vice President Analyst covering a wide range of customer experience (CX) and AI related topics such as customer analytics, customer journey analytics, advanced sentiment analysis, VoC, emotion AI, speech analytics and product analytics. In addition, for over 10 years she worked closely with hardware, software and telecom providers, helping them to create compelling customer and user experiences, shape product plans, and create go to market strategies to help them propel in the market.