Gartner Expert

Jessica Ekholm

VP Analyst

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.

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


Business Analyst

Areas of coverage

Artificial Intelligence

Customer Acquisition for Tech CEOs

Product Development

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