Gartner Expert

Jessica Ekholm

Managing Vice President

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.

Previous experience

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.

Professional background


Business Analyst

Areas of coverage

Artificial Intelligence

Marketing and Sales Execution for Tech CEOs

Product/Service Design and Creation

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

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Top Issues That I Help Clients Address

1Customer experience

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