Eeva Jakobsson

Eeva Jakobsson will be speaking about

«Using AI aid to read and listen to customer contacts, and NPS-scores and making it insight to enhance Customer Experience»

In order to make the nearly 300.000 yearly customer contacts usable for service development, AI help is needed and Eeva will share insights regarding  HSL:s resent work on procuring a SaaS program which can collect the reasons for contact fast and easy, and how that information can be used for fixing the right things.

 

Eeva Jakobsson is a seasoned public transport professional with a career spanning over two decades. Since joining the sector in 1998, she has demonstrated a deep passion for public mobility and customer-focused innovation.

Her early career was rooted in marketing, brand management, and communications. Over time, she transitioned into service development, contributing to key areas such as ticketing systems, passenger information, strategic planning, and project management. Notably, she played a central role in deploying HSL’s current zone model and shaping its customer participation framework.

In 2024, Eeva assumed the role of Customer Experience Manager, where she champions the integration of customer feedback into service design and ensures that user experience is measured across all touchpoints. Her expertise spans leadership, service design, and customer journey mapping—skills she enriches through direct engagement with passengers via panels and interviews.

Eeva is a strong advocate for human-centric development. Her lectures and public speaking engagements, both within and beyond HSL, emphasize the importance of identifying the right problem first and applying thoughtful design methods to deliver solutions that truly meet customer needs.