Gartner Blog Network

Jessica Ekholm
VP Analyst
21 years at Gartner
22 years in IT Industry

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, covering Voice of the Customer (VoC), NLP including sentiment analysis, emotion analysis, text and speech analytics. She also covers conversational platforms, chat bots and voice bots. Read Full Bio

How Your Response to COVID-19 Can Help You Build Customer Trust

by Jessica Ekholm  |  June 3, 2020

The health crisis created by COVID-19 presents unique challenges. Technology Service Providers need a framework for acting now and making decisions for the future. Faced with new realities in the COVID-19 environment, you will need to lead your product strategy by adopting new practices and imperatives: • Adopt a phased approach to recovery — keep […]

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Why Nordic style summer breaks are good and why 24 hour tech isn’t helping our productivity

by Jessica Ekholm  |  July 6, 2018

Hand on heart, where were you the last time you came up with a great idea? Most likely it was when you were out walking the dog, travelling on a train, or sitting looking out over the ocean on holiday. In today’s society we surround ourselves with devices, apps and information 24 hour/7 all vying for our attention – another email, […]

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Why the Customer Experience Matters

by Jessica Ekholm  |  June 7, 2018

According to the latest Customer Experience in Marketing Survey 2017: Greater Expectations, Greater Challenges, in two years 82% of B2B CMOs expect to mostly or completely compete on the basis of CX, compared with 76% for B2C marketers. Meaning that competing on price and product or a combination of both is becoming much less important. […]

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Good Bye Connected Home – Hello Intelligent Home

by Jessica Ekholm  |  May 31, 2018

Digital disruption is happening right now in the connected home. The disruption we are seeing is the move from a connected home to an intelligent home. But what exactly is the intelligent home? Well first of all it is the evolution of the connected home, the next step in how our homes will be shaped and function […]

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Will 5G Boost the Adoption of Smart Living?

by Jessica Ekholm  |  February 22, 2018

In a few days time, the big players of the mobile communications sector will gather at Mobile World Congress in Barcelona. Smart living is at the top of the agenda, with several vendors onsite to present new creations fueled by the emergence of virtual assistants and artificial intelligence. In the run up to the event […]

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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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