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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91 results in Reports

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

    Report:Case Study: How Delta Air Lines Soared In The Customer Experience Index

    Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we saw...

    • Downloads: 251
  • For Customer Experience Professionals

    Report:Journey Mapping Best Practices

    Reset Your Assumptions On Where And How Journey Mapping Can Support CX Programs

    Customer experience (CX) professionals have been quick to adopt journey mapping. Despite this, journey maps remain underutilized because practitioners view them as point solutions for addressing...

    • Downloads: 737
  • For eBusiness & Channel Strategy Professionals

    Report:Prioritizing Online Access To In-Store Inventory

    Retailers Stand To Gain From Online Visibility Into In-Store Inventory And Buy Online/Pick Up In-Store Capabilities

    Multichannel retailers have made unprecedented investments in enabling omnichannel services. Giving customers the ability to view, reserve, and buy in-store inventory through the online channel for...

    • Downloads: 163
  • For Application Development & Delivery Professionals

    Report:Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition to...

    • Downloads: 1788
  • For Customer Experience Professionals

    Report:Brief: How Journey Maps Unify Customer Experience And Business Technology Efforts

    Technology is inseparable from today's customer experiences. To succeed, customer experience (CX) pros must strengthen their ties with business technology (BT) teams. One vital tool in this effort...

    • Downloads: 180
  • For Customer Experience Professionals

    Report:Market Overview: Where To Get Help With Culture Transformation

    Companies that want their cultures to become customer-obsessed will typically require help in making the change. Fortunately, a wide range of consultancies offer services that enable this...

    • Downloads: 175
  • For Customer Experience Professionals

    Report:Brief: Spotify Retunes Its User Experience

    What CX Pros Can Learn About Enriching Customer Experience From The Digital Music Service's Redesign

    Digital music service Spotify has been investing large sums in enhancing its customer experience, culminating with a major redesign across multiple platforms, including its iPhone app, on April 2,...

    • Downloads: 115
  • For Marketing Leadership Professionals

    Report:The New Mobile Mind Shift Index

    Analyzing The Appetites Of Your Mobile Customers

    You can better connect with your customers by engaging with them in their mobile moments. But which customers are ready? In this report, we introduce the newly revised Mobile Mind Shift Index (MMSI),...

    • Downloads: 435
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Financial Sales

    Digital Teams Must Use Context To Be Relevant And Earn Sales

    As mobile touchpoints displace PCs, branches, advisors, and agents at the heart of customers' relationships with financial services firms, digital executives need to step up their mobile marketing...

    • Downloads: 156
  • For Application Development & Delivery Professionals

    Report:Four Essential Digital Experience Governance Practices

    Processes: The Digital Experience Delivery Playbook

    Governance is the dreaded "G word" for many organizations. It paints a picture of archaic rules, ineffective bureaucracy, and outdated processes that stifle innovation. But given the multichannel,...

    • Downloads: 672
  • For CMO Professionals

    Report:The Customer Life Cycle: A Blueprint For Customer-Obsessed Enterprises

    Vision: The Customer Life-Cycle Marketing Playbook

    Today's empowered customer has the world at her fingertips — literally — through the multiple connections to information, products, and opinions all throughout her day. Marketers who...

    • Downloads: 1266
  • For Marketing Leadership Professionals

    Report:Mobile Is The Real Driver For US Social Media Growth

    ForecastView Document

    We recently published the Forrester Research Social Media Forecast, 2014 To 2019 (US). This report discusses how the mobile channel (which includes smartphones and tablets) will be a catalyst for the...

    • Downloads: 24
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Insurance, 2014

    Landscape: The Mobile Insurance Strategy Playbook

    Insurance companies are rolling out a widening range of mobile insurance functionality for both consumers and agents. While there's substantial and growing consumer interest in mobile insurance,...

    • Downloads: 381
  • For eBusiness & Channel Strategy Professionals

    Report:Sustain A Digital Culture

    Continuous Improvement: The Digital Business Transformation Playbook

    Organizations face a number of roadblocks as they transform to become truly digital businesses. Legacy technology, siloed KPIs, and a lack of understanding of how customers really use emerging...

    • Downloads: 749
  • For CMO Professionals

    Report:Rethink Marketing In The Customer's Context

    How B2B Marketers Need To Recast Their Approach

    Business-to-business (B2B) marketers must face a new reality: Customers seek a range of inputs as they embark on solving business needs. Some executives prefer vendors that can create and deliver on...

    • Downloads: 883
  • 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: 263
  • For Application Development & Delivery Professionals

    Report:Create Your Digital Experience Delivery Strategy

    Strategic Plan: The Digital Experience Delivery Playbook

    Digital customer experience isn't the next big opportunity for application development and delivery (AD&D) professionals; it's here now. Business leaders responsible for marketing, sales, and support...

    • Downloads: 967
  • 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: 320
  • For eBusiness & Channel Strategy Professionals

    Report:Retool Your Operations To Enable Store Fulfillment

    Shipping Products From Stores Drives Incremental Revenue But With Added Complexity

    Store fulfillment programs have propelled omnichannel integration efforts to be center stage for eBusinesses. Retailers are no longer debating the benefits of store fulfillment — instead, the...

    • Downloads: 159
  • For Customer Experience Professionals

    Report:Brief: Key CX Takeaways From Forrester's Summit For M&S Professionals, China 2014

    At Forrester's Summit For Marketing & Strategy Professionals, China 2014, speakers presented case studies detailing how to boost customer experience (CX) through the use of digital and social...

    • Downloads: 66
  • For Customer Experience Professionals

    Report:Introducing Forrester's Next-Generation Customer Experience Index

    Great Customer Experiences Create And Sustain Customer Loyalty

    For the past seven years, Forrester has used its Customer Experience Index (CXi) to benchmark how consumers rated their interactions with hundreds of brands in the US and, more recently, in Europe...

    • Downloads: 575
  • For Marketing Leadership Professionals

    Report:Drive Effective Mobile Marketing In China

    Marketers in China are facing the most promising yet most complex mobile market in the world. Chinese mobile consumers appear to be highly tech savvy, but can't always be reached on-the-go. Despite...

    • Downloads: 72
  • For eBusiness & Channel Strategy Professionals

    Report:Quick Take: Fire Phone Fails; Amazon Doesn't

    Insights, Not Sales, Will Define Amazon's Success

    On June 18, 2014, Amazon announced the launch of a smartphone, named the Fire Phone, with unique hardware and services designed to enhance its core businesses: retail and a digital platform....

    • Downloads: 133
  • For eBusiness & Channel Strategy Professionals

    Report:Choose The Right Mobile Banking Solution

    Tools And Technologies: The Mobile Banking Strategy Playbook

    Rising mobile banking adoption, coupled with increasing customer expectations, means banks are under pressure to develop advanced mobile banking capabilities. Urgent business needs often make banks...

    • Downloads: 1456
  • For Customer Experience Professionals

    Report:How Companies Improved Their Customer Experience Index Scores, 2014

    Processes: The Customer Experience Maturity Playbook

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in our annual CX benchmark. We asked them what they and their companies did...

    • Downloads: 645