Gartner Blog Network

Jessica Ekholm
Research Director
17 years at Gartner
19 years IT Industry

Jessica Ekholm works as a Research Director and leads the Key Initiative "Enhance the Technology and Service Provider Customer Experience." She focuses on personal digital services, connected home, mobile apps and disruptive players in the market. She works closely with service providers, device and network infrastructure providers, and app ecosystem players. Read Full Bio

The Customer Experience of the Future

by Jessica Ekholm  |  April 24, 2017

Greater competition and growing user power have eroded traditional product- and service-based differentiation. Many businesses see the customer experience (CX) as a sustainable source of competitive differentiation. In addition, disruptive tech such as AI (artificial intelligence), bots and VPAs will enhance and become integral parts of our future day-to-day customer experience. AI is increasingly becoming […]

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Connected Home Adoption At The End of 2016 – Still in the Early Adoption Phase

by Jessica Ekholm  |  March 17, 2017

Adoption of newer connected home solutions is still at the early adopter phase, according to a recent survey that we did. We collected responses from nearly 10,000 online respondents in the U.S., the U.K. and Australia during the second half of 2016, and we found that only about ten percent of households currently have connected […]

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MWC 2017: Apps, Cheese, VPAs, Conversational Commerce, AI and Robots. Are you Ready?

by Jessica Ekholm  |  February 24, 2017

MWC 2017 is upon us in a couple of days and it is now time to polish those shoes, do a last long run to get the cardio system ready to go, super charge the mobile phone, plan meetings and routes to get from meeting A to meeting B with precision that would impress the […]

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Tech Growth and Innovation & The Power of 24 Hour Tech

by Jessica Ekholm  |  February 17, 2017

I am very excited to be part of our up coming event Tech Growth and Innovation Conference in LA on the 19-21st of June this year. We have a stellar line up of analysts and sessions picked from over 300 submissions! The agenda is designed to explore a wide variety of avenues for growth – […]

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Saving the world app by app..

by Jessica Ekholm  |  January 31, 2017

A recent discussion around apps that may help solve, or at least partially solve, social, health or environmental issues got me thinking. Over the years I have spent considerable amount of time analyzing “mhealth” apps, and health apps and currently we find that 27% of our US respondents in our latest consumer app survey used […]

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Mobile apps, how we love them!

by Jessica Ekholm  |  January 24, 2017

Remember when apps were uber-cool and we’d spend hours searching for the coolest ones (or maybe that was just me?). I still remember my first mobile app I paid for and it was a game called “Little Things” and to this date it is probably one of the most engaging and beautiful apps I have […]

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Your Home – New Data?

by Jessica Ekholm  |  January 17, 2017

Today businesses struggle with getting detailed information about end users and how they truly perceive a service or a product. The lack of information also makes it hard to inform the business about key insights such as delivering information to marketing for customer segmentation purposes and for creating new services and pricing schemes. By integrating […]

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