Analyst Profile

Jessica Ekholm

Jessica Ekholm

VP Analyst

21 years at Gartner ,  21 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. Including how to: Use AI to understand customers better (VoC/NLP/sentiment analysis/emotion AI) Use AI to improve the sales experience and customer services. She also heads up and helps Technology Product Managers on how to create compelling customer experiences and how to understand customer needs and how to use Voice of the Customer (VoC) effectively. In addition, Ms. Ekholm covers the connected home, intelligent home 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.

Professional Background

Computacenter, Business Analyst, 1 year


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



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