Jessica Ekholm, is a Managing Vice President in Gartner Research for the Customer Service and Support team in the ITLTP Applications Group. 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), Field Service Management (FSM) , Workforce Engagement Management (WEM) and Voice of the Customer (VoC).
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.
Before joining the ranks as a Gartner Analyst, Ms. Ekholm worked as a Senior Business Analyst for the Gartner Cross-Technology department, concentrating on financial sector and vendor clients in Europe.
Customer Acquisition for Tech CEOs
CRM Strategy and Customer Experience
Customer Service and Support Technology
M.S., Economics, Vaxjo University, Sweden, With Distinction
M.S., International Trade and Finance, Lancaster University, U.K.
B.S., European Business Studies, Vaxjo University, Sweden
2How to use AI to enhance the CX
3Conversational platforms, consumer bots, chatbots and using AI for marketing
4Voice of the Customer (VoC), Understanding Customer Needs and Understand Customers
5How to create a compelling connected home experience