Julie A. Ask

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Julie serves eBusiness & Channel Strategy Professionals. Her 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, 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, as well as 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.


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 MBA from the University of Michigan.

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63 results in Reports

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

    Report:Q&A: The Social Analyst's Primer On VoC Programs, Data, Vendors, And Collaboration Tips

    Few CI professionals integrate their social media into the voice of the customer (VoC) programs that their colleagues run. It's time for them to stop ignoring this valuable source of feedback. This...

    • Downloads: 121
  • For eBusiness & Channel Strategy Professionals

    Report:It's Time For Retail Stores To Open Their Doors To The Digital Org

    Organization: The Digital Store Playbook

    Digital business mastery and serving customers consistently across their shopping journeys is shattering traditional retail silos. Profit and loss (P&L) statements managed in channel silos drive...

    • Downloads: 205
  • For Application Development & Delivery Professionals

    Report:Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy

    Text Messaging Is The "Non-App" Application For Customer Service

    Application development and delivery (AD&D) professionals face a distinct challenge serving the increasingly mobile customer. Getting consumers to download, install, and regularly use mobile...

    • Downloads: 197
  • For CMO Professionals

    Report:Predictions 2016: The Entitled Customer Emerges In Asia Pacific

    Marketers And eBusiness Pros Will Join Forces Through Six Big Shifts

    Digital experiences are the new normal for customers across Asia Pacific (AP), empowered by widespread — and in some cases now universal — access to mobile technology. They're no longer...

    • Downloads: 122
  • For Customer Experience Professionals

    Report:Can Customer Experience Management Technology Help You Govern CX?

    Tools And Technology: The Customer Experience Ecosystem Playbook

    Customer experience (CX) professionals are bombarded with technology that will supposedly let them manage their customers' experience. But do these solutions actually help CX pros with the difficult...

    • Downloads: 171
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2015: Drive Cross-Sell And Loyalty By Focusing On Advocacy

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent

    For 12 years, Forrester has shown that customer advocacy — the perception on the part of customers that a firm does what's best for them, not just what's best for the firm's own bottom line — is the...

    • For Customer Experience Professionals

      Report:Q&A: The Top 10 Things To Know About Social Media In Voice Of The Customer Programs

      Few CX professionals integrate social media into their voice of the customer (VoC) programs. It's time for them to stop ignoring this valuable source of feedback. This report answers the top...

      • Downloads: 187
    • For B2B Marketing Professionals

      Report:Establish Your B2B Advocate Marketing Goals Before Choosing Tech Suppliers

      Specialized Offerings Help Scale And Unify Engagement Programs

      Specialist technology and service providers offer advocate marketing solutions aimed at encouraging your customers and employees to endorse your business brand and share experiences. While they help...

      • Downloads: 77
    • For B2C Marketing Professionals

      Report:The French Shopper Journey: Use The Customer Life Cycle To Anticipate What Customers Will Do Next

      The Customer Life Cycle Helps B2C Marketers Prioritize Channels And Touchpoints At Each Phase Of Your Customers' Path To Purchase

      B2C marketers must plan beyond the marketing funnel to support consumers across their entire life cycle. This report takes a closer look at French consumers' path to purchase, highlighting their use...

      • Downloads: 27
    • For Application Development & Delivery Professionals

      Report:Define The Right Metrics For Tracking CRM Success

      Performance Management: The CRM Playbook For 2015

      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: 2161
    • For Customer Experience Professionals

      Report:Brief: Great Digital CX Takes More Than Pixels And Code

      Lessons Learned From Speakers At Forrester's CXSF 2015 Forum

      At Forrester's CXSF 2015 Forum, CX leaders shared best practices for delivering winning customer experiences in a digital world. Speakers emphasized four key themes that have enabled their success:...

      • Downloads: 107
    • For eBusiness & Channel Strategy Professionals

      Report:Embed Innovation To Sustain Mobile Banking Excellence

      Continuous Improvement: The Mobile Banking Strategy Playbook

      Successful digital banking teams recognize that their jobs aren't done just because mobile banking apps and sites are live. Customer and business expectations set by the mobile mind shift are...

      • Downloads: 1163
    • For Customer Experience Professionals

      Report:Seven Steps To Successful Customer Experience Measurement Programs

      How To Define The Right CX Metrics And Use Them To Improve CX

      Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This report...

      • Downloads: 2181
    • For Application Development & Delivery Professionals

      Report:Brief: To Effectively Engage Customers, Target Them On The Right Device

      Work With Your CX Peers To Understand And Enable The Digital Customer Journey In Australia

      You need to make it easy for customers to interact and transact with your business. To achieve this goal, many companies seek to use a similar look and feel for all of their digital properties. But...

      • Downloads: 55
    • For Customer Experience Professionals

      Report:A Step-By-Step Guide To Mapping Your Customer Experience Ecosystem

      Customer experience (CX) initiatives often falter because companies don't know what the actual CX is and the complex dynamics behind it. To find the underlying causes of problems and plan for...

      • Downloads: 331
    • For eBusiness & Channel Strategy Professionals

      Report:Follow Best Practices To Encourage Mobile Banking Use

      Processes: The Mobile Banking Strategy Playbook

      This report looks at how digital banking teams can drive mobile banking use by understanding their customers' needs, following a customer-centric design and development process, using marketing and...

      • Downloads: 1885
    • For CMO Professionals

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

      Vision: The Customer Life-Cycle Marketing Playbook

      Forrester's customer life cycle provides a better model for modern marketing, as it places the customer at the center of the effort and forces marketing to plan messages and actions that it bases on...

      • Downloads: 1894
    • For eBusiness & Channel Strategy Professionals

      Report:2015 US Mobile Auto Insurance Functionality Benchmark

      Benchmarks: The Mobile Insurance Strategy Playbook

      Just how effective are mobile insurance apps and sites at meeting the needs of auto insurance customers? This report details the findings from Forrester's 2015 benchmark of the mobile offerings of...

      • Downloads: 196
    • For Customer Experience Professionals

      Report:Mapping The Customer Journey

      Four Approaches To Customer Journey Mapping: When And How To Use Them

      Companies have woken up to the reality that customer experience (CX) is critical to their business. To help improve experiences that they offer, CX pros have been quick to adopt customer journey...

      • Downloads: 3881
    • For eBusiness & Channel Strategy Professionals

      Report:2015 European Retail Segmentation: Mobile Shoppers Double In Just Two Years

      Mobile Optimization Is A Must For European Retailers

      Forrester's global retail segmentation helps eBusiness professionals understand the nuances of shopper behavior across different markets. It enables eBusiness executives to identify critical...

      • Downloads: 111
    • For eBusiness & Channel Strategy Professionals

      Report:Mobile Is Not A Channel

      Vision: The Mobile eBusiness Playbook

      eBusiness professionals who treat mobile as just a channel will fail. Mobile is not a new technology in 2015, but the majority of eBusiness professionals still treat it as one. Rather than leveraging...

      • Downloads: 588
    • For eBusiness & Channel Strategy Professionals

      Report:Who Does Mobile Commerce Well In The World's Largest eCommerce Market?

      Lessons From The Top Six eCommerce Retailers In China

      Mobile shopping has gained considerable momentum in China, but many retailers are still not ready to deliver good shopping experiences. Many retailers intend to upgrade their mobile commerce sites...

      • Downloads: 111
    • For eBusiness & Channel Strategy Professionals

      Report:Write A Digital Business Strategic Plan That People Actually Read

      Strategic Plan: The Digital Business Transformation Playbook

      Ready to craft your digital business transformation strategy? A hundred-page Word document to land on your CEO's desk, right? Think again. The digital business landscape is in constant flux, and in...

      • Downloads: 950
    • For Customer Experience Professionals

      Report:The Customer Emotions Driving CX Success

      A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data

      Appealing to emotion is key to building superior customer experiences; however, emotion also poses new challenges in customer understanding. We used Forrester's Technographics 360 approach, combining...

      • Downloads: 43
    • For B2C Marketing Professionals

      Report:Media Buying's Evolution Challenges Marketers

      Continuous Improvement: The Digital Media Buying Playbook

      In 2014, Forrester teamed with the Association of National Advertisers (ANA) to survey more than 150 senior marketers to better understand how marketers in charge of important media budgets are...

      • Downloads: 561