Julie A. Ask

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Julie serves eBusiness & Channel Strategy Professionals. Julie's 25 years of work experience is balanced between the engineering and management consulting work she did in the first half of her career and her work as an analyst for the past 12 years. The combination of technical and business expertise positions prepared her well to work with business leaders to identify new opportunities offered by mobile technology and to develop strategies to engage with consumers on mobile devices. She has worked with hundreds of clients across retail, travel, banking, insurance, CPG, healthcare, retail, and more to advise and guide the development of their mobile strategies.

Julie's research and analysis have been widely cited in publications including The Wall Street Journal, The New York Times, USA Today, BusinessWeek, RCR Wireless, and The Onion and on CBS, NBC, and PBS.

Previous Work Experience

Prior to becoming an analyst, Julie worked at a contextual services mobile startup in San Francisco and prior to that at Booz Allen & Hamilton.

Education

Julie holds a B.S.E.E. and a Master of Science in electrical engineering and computer science from the Massachusetts Institute of Technology (MIT). She also holds an M.B.A. from the University of Michigan.

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67 results in Reports

  • Multichannel Customer Experience
  • Past 6 months
  • For Customer Experience Professionals

    Report:Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 679
    • Rating:
  • For Customer Experience Professionals

    Report:Voice Of The Customer Vendor Go-To-Market Strategies, 2014

    Exercise Due Diligence When Selecting VoC Vendors

    When companies select vendors to support their voice of the customer (VoC) programs, they must look not only at vendor capabilities but also at other factors that drive success in the vendor...

    • Downloads: 189
  • For eBusiness & Channel Strategy Professionals

    Report:Embed Innovation To Drive Continuous Improvement In Mobile Insurance

    Continuous Improvement: The Mobile Insurance Strategy Playbook

    Successful digital insurance executives recognize that their jobs aren't done just because apps and sites are live and the metrics are proving that the launch was a triumph. With expectations set by...

    • Downloads: 137
  • For Customer Experience Professionals

    Report:Quick Take: JetBlue Scores With Its In-Flight Super Bowl Experience

    While other major airlines focused on advertising activities related to the Super Bowl, JetBlue Airways focused on actually doing something that customers cared about: helping them enjoy the game...

    • Downloads: 54
  • For Customer Experience Professionals

    Report:Executive Q&A: Forrester's Customer Experience Index

    To help customer experience professionals get the most from Forrester's Customer Experience Index (CXi) research, we've summarized answers to the 10 most frequently asked questions we get from...

    • Downloads: 623
    • Comments: 1
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

    • Downloads: 925
    • Comments: 1
    • Rating:
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014

    Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

    In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Kana Enterprise, Microsoft, Moxie...

    • Downloads: 129
    • Rating:
  • For Customer Experience Professionals

    Report:The Best And Worst Of Mobile User Experience

    Mobile presents an enormous opportunity to transform the customer experiences for those able to cope with relentless device permutations, demanding human factors, and expectant customers. Those...

    • Downloads: 300
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Follow Best Practices To Encourage Mobile Insurance Use

    Processes: The Mobile Insurance Strategy Playbook

    The future of insurance is mobile, yet the path to that future is riddled with obstacles. One of the biggest is the low adoption rate of mobile sites and apps. This stems partly from the...

    • Downloads: 310
  • For Customer Experience Professionals

    Report:The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

    • Downloads: 115
  • For Application Development & Delivery Professionals

    Report:Understand Business Needs For Responsive Web Design

    This report, originally written for eBusiness professionals, is also relevant for application development and delivery (AD&D) professionals who will play a significant role in planning, building, and...

    • Downloads: 230
    • Rating:
  • For Customer Insights Professionals

    Report:TechRadar™: Customer Analytics Methods, Q1 2014

    Road Map: The Customer Analytics Playbook

    Forrester has identified 15 key customer analytics methods that customer insights professionals must master. Customer insights professionals are faced with tough decisions about which combination of...

    • Downloads: 433
  • For eBusiness & Channel Strategy Professionals

    Report:Building A Digital Travel Business

    Multichannel Strategies To Better Serve The Connected Traveler

    The act of traveling may always be immune to digital disruption, but the way in which travelers engage with the experience is ripe for digital enhancement. The Internet has revolutionized the way in...

    • Downloads: 249
  • For Customer Experience Professionals

    Report:Digital Customer Experience Trends, 2014

    Landscape: The Digital Customer Experience Improvement Playbook

    In 2013, the number and variety of digital touchpoints blossomed, and a new breed of digital innovators rushed forward, blending online and offline experiences. In parallel, privacy concerns...

    • Downloads: 965
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:This Isn't Your Grandfather's Service Desk

    How To Transform Your Service Desk To A Customer-Experience-Focused Organization

    While the service desk remains the primary point of contact for business customers with issues, questions, and challenges related to their hardware and software, the traditional metrics focus on...

    • Downloads: 259
  • For CIO Professionals

    Report:Linking Customer Engagement To Business Capabilities In The Age Of The Customer

    Processes: BT Leadership In The Age Of The Customer Playbook

    This report uses business capability mapping concepts to depict how customer engagement activates business capabilities. In the age of the customer, during which knowledge of and engagement with...

    • Downloads: 490
    • Rating:
  • For Customer Experience Professionals

    Report:Service Design Agency Overview, 2013

    Service Providers: The Customer Experience Maturity Playbook

    Service designers define and implement interactions that span time and multiple touchpoints — as well as the behind-the-scenes activities and systems that enable firms to deliver those...

    • Downloads: 250
    • Comments: 1
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:The ROI Of Digital Business Transformation

    Business Case: The Digital Business Transformation Playbook

    Kick-starting a digital business transformation can be a daunting prospect for an eBusiness professional. Firms are investing tens and even hundreds of millions of dollars in the wholesale...

    • Downloads: 557
    • Rating:
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

    Due Diligence Required: These Vendors Are Great At Supporting Small And Midsize Teams

    In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana...

    • Downloads: 66
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Analyze This: Web Style Analytics Enters The Retail Store

    Privacy Remains A Significant Barrier For Adoption

    eBusiness leaders have a lot to offer retail store executives as they embark on injecting digital commerce technology into the physical store. Retail stores have been living in the analytical "dark...

    • For Application Development & Delivery Professionals

      Report:Five Lessons For Achieving Successful Digital Customer Experience Technology Results

      The Age Of The Customer Gives AD&D Professionals A Chance To Lead The Transformation To A Winning, Customer-First Strategy

      In the age of the customer, application development and delivery (AD&D) pros must deliver digital customer experience technology that helps put a smile on the customer's face and drives business...

      • Downloads: 183
      • Rating:
    • For eBusiness & Channel Strategy Professionals

      Report:Kick-Start Your Digital Business Transformation

      Executive Overview: The Digital Business Transformation Playbook

      In the age of the customer, business is digital. Digital technologies are empowering customers like never before, transforming how they discover, explore, buy, and engage with brands and products....

      • Downloads: 136
      • Rating:
    • For CIO Professionals

      Report:2014 Technology Imperatives For US Healthcare Insurers

      US Healthcare Payers Are Rocked By A Regulatory Tsunami

      The healthcare payer market is being disrupted by new laws and regulations — especially the Affordable Care Act (ACA). In response to the new regulations, the health insurance industry is...

      • Downloads: 70
      • Comments: 1
      • Rating:
    • For Customer Experience Professionals

      Report:How To Use Text Analytics In Your VoC Program

      Customer experience professionals struggle to get the most out of text analytics tools and make the case for their value. This report describes the pitfalls that customer experience teams should...

      • Downloads: 257
      • Rating:
    • For Marketing Leadership Professionals

      Report:Win The Social Marketing Measurement Game

      Performance Management: The Social Marketing Playbook

      Measuring social marketing is hard. But too often, the solutions that marketers use — such as focusing only on engagement, cherry-picking only the best-looking numbers, or relying on vendors'...

      • Downloads: 637
      • Comments: 3
      • Rating: