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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304 results in Reports

  • Multichannel Customer Experience
  • For Marketing Leadership Professionals

    Report:How To Start Bridging The Mobile Monetization Gap

    Use Mobile Engagement To Extend Existing Business Models

    Facebook, Groupon, Pandora, Path, Rovio, and Twitter are companies that get a lot of media or investor attention and have a common denominator: Each has a large mobile audience but an unproven...

    • Downloads: 608
    • Rating:
  • For Customer Experience Professionals

    Report:The State Of The Art Of Personas

    Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer

    Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

    • Downloads: 1238
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Welcome To The Era Of Agile Commerce

    Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don't interact with companies from a "channel" perspective. Customers now...

    • Downloads: 3854
  • For Customer Experience Professionals

    Report:Case Study: Designing Humana's Mobile Suite

    How Customer Experience Professionals Can Support Mobile Experiences

    Mobile is quickly becoming a key touchpoint for consumers across industries, and health insurers are no exception. Insurers are jumping on the mobile bandwagon, but many are still unsure of how to...

    • Downloads: 484
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:The Luxury Retailer's Guide To Agile Commerce

    A new breed of luxury goods online shopper has arrived that is young, tech-savvy, Internet-aware, mobile-enabled, and embracing tablets fast. This new breed of global consumer is keen to find fresh...

    • Downloads: 539
    • Comments: 1
  • For Application Development & Delivery Professionals

    Report:Connect The Dots Between Customer Self-Service And Contact Centers

    Capturing Interaction Data From Multiple Self-Service Touchpoints To Increase Revenue And Effectiveness And Cut Costs

    As self-service systems of engagement channels such as mobile, the Web, and interactive voice response (IVR) peel off an increasing number of straightforward customer service requests, the tougher...

    • Downloads: 266
    • Rating:
  • For Customer Experience Professionals

    Report:Case Study: Emirates Uses Customer Journey Maps To Keep The Brand On Course

    Journey Mapping Enables A Diverse Global Airline To Lift Quality Of Service While Growing Rapidly

    Emirates is one of the world's fastest-growing airlines and positions itself as a lifestyle brand, setting high expectations for service quality in a competitive market. As Emirates expanded rapidly,...

    • Downloads: 516
  • For Customer Experience Professionals

    Report:Tools For Mastering The Customer Experience Ecosystem

    Processes: The Customer Experience Ecosystem Playbook

    To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the...

    • Downloads: 1109
    • Rating:
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    Landscape: The Contact Centers For Customer Service Playbook

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

    • Downloads: 677
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Contextual Delivery And Cross-Channel Analytics Revolutionize Digital Experiences

    Understand The Changing Technology Landscape To Identify New Areas Of Opportunity

    AD&D pros have had an uphill journey to support digitally enabled customer experiences as they navigate the coordination of existing investments and management of a complicated technology ecosystem....

    • Downloads: 523
  • For Enterprise Architecture Professionals

    Report:Identify Essential Methods For Your Business Architecture Program

    Processes: The Business Architecture Playbook

    Business architecture (BA) is the practice through which an organization adds analytical rigor to the planning and decision-making surrounding change. Whether changes are driven by competitive...

    • Downloads: 865
    • Rating:
  • For Customer Experience Professionals

    Report:Executive Q&A: Net Promoter For Customer Experience Professionals

    Since its introduction in 2003, Net Promoter has garnered significant attention as a tool to measure and improve customer loyalty. Many customer experience professionals want to know how — or...

    • Downloads: 744
  • For eBusiness & Channel Strategy Professionals

    Report:2D Bar Codes: Emerging Role In Sales

    An Empowered Report: 2D Bar Codes: Learn Why There's No Urgency

    2D bar codes have captured the attention of eBusiness professionals in many industries who are looking to bridge the gap between online and offline media. The stakes are high. Those who execute well...

    • Downloads: 247
  • For Application Development & Delivery Professionals

    Report:The Age Of The Customer Changes Everything For AD&D Leaders

    Executive Overview: The Application Development Strategy, Structure, And Sourcing Playbook

    The cumulative impact of the age of the customer uber-trends — digital disruption, mobile mind shift, customer experience, and big data analytics — will transform the competitive...

    • Downloads: 214
    • Rating:
  • For CMO Professionals

    Report:Fragmented Path-To-Purchase Demands Everywhere Marketing

    Landscape: The Customer Life-Cycle Marketing Playbook

    The traditional marketing funnel has been done in by consumer behaviors that are anything but linear. Instead, in each phase of Forrester's customer life cycle — discover, explore, buy, and...

    • Downloads: 706
  • For Customer Experience Professionals

    Report:How To Map Your Customer Experience Ecosystem

    Assessment: The Customer Experience Ecosystem Playbook

    Customer interactions are shaped by a complex set of interdependencies that Forrester calls the customer experience ecosystem. In order to make significant and long-lasting customer experience...

    • Downloads: 1138
    • Comments: 1
  • For CIO Professionals

    Report:Mobile Engagement Demands Process Transformation

    Processes: The CIO's Mobile Engagement Playbook

    To take advantage of an app in an employee's or customer's pocket, you have to help them accomplish a task quickly and easily whenever they want to and wherever they are. That means CIOs and business...

    • Downloads: 603
    • Rating:
  • For Customer Experience Professionals

    Report:The State Of VoC Programs, 2012

    VoC Programs Are Developing But Still Don't Deliver Enough Value

    Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, make customer experience improvements, and track the results of those improvements. In order to assess how...

    • Downloads: 501
    • Rating:
  • For Security & Risk Professionals

    Report:Mobile Authentication: Is This My App? Is This My User?

    Strategy Deep Dive: The Mobile Security And Operations Playbook

    Mobile devices are everywhere: at work, in the hands of your customers, and with employees. Security and risk (S&R) professionals need to provide users with secure and seamless mobile access to...

    • Downloads: 628
    • Comments: 4
    • Rating:
  • For CIO Professionals

    Report:The Road To Social Business Transformation Starts With A Burning Platform

    Road Map: The Social Business And Collaboration Playbook

    Social business technology can transform the way employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But even...

    • Downloads: 868
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2011: How Customers Rate European Banks

    In the midst of the recession and ongoing sovereign debt crisis, only 29% of Europeans believe their bank acts in their best interest. However, some banks rank much higher than others in our customer...

    • Downloads: 296
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Why eBusiness Pros Need A Five-Year Plan

    Mobile Services And Technology Development Approaches Must Consider Future Needs

    Press and vendors hype the Web, evolving technologies such as HTML5, middleware platforms, and tactics like responsive design as the answer to mobile fragmentation and the associated costs of...

    • Downloads: 411
    • Comments: 2
    • Rating:
  • For Customer Experience Professionals

    Report:Major Voice Of The Customer Trends, 2011

    Forrester reviewed the voice of the customer (VoC) programs of the finalists from our 2011 Voice Of The Customer Awards. Our analysis revealed that the 10 major trends observed last year, such as...

    • Downloads: 884
    • Rating:
  • For Customer Experience Professionals

    Report:How Does Social Media Contribute To Customer Experience? Let Us Count The Ways

    It's Time To Document Best Practices For Social Media And Customer Experience

    Social media already plays a role at each step of customers' complex journeys to discover, evaluate, buy, access, use, and get support for products and services. Customer experience professionals...

    • Downloads: 2020
  • For Application Development & Delivery Professionals

    Report:The State Of Digital Customer Experience Technology, 2013

    Findings From Forrester's Digital Customer Experience Online Survey

    Forrester recently surveyed 233 digital customer experience professionals with decision-making roles in digital experience (DX) technologies, asking them about their strategies for the coming 12 to...

    • Downloads: 824
    • Rating: