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 Infrastructure & Operations Professionals

    Report:Brief: I&O And CX Pros Jointly Improving Customer Experience Is A Win-Win

    Strategic Plan: The Modern Service Delivery Playbook For 2015

    We live in a world where customers use software to interact with our products and services. However, software is infinitely malleable, which leaves us to question what we should build and why....

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Technologies That Drive Sales

    Tools And Technology: The Mobile eBusiness Playbook

    New mobile features, capabilities, and devices are cropping up seemingly by the day. This fast-paced change is dramatically affecting how eBusiness professionals interact with their teams and...

    • Downloads: 1889
  • For Application Development & Delivery Professionals

    Report:Contact Centers Must Go Digital Or Die

    Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

    • Downloads: 415
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Mandate For eBusiness Professionals

    Business Case: The Mobile eBusiness Playbook

    Mobile offers eBusiness and channel strategy professionals the opportunity to engage with consumers at every step of their purchasing journey, from upper-funnel demand generation through...

    • Downloads: 1167
  • For CMO Professionals

    Report:Customer Life-Cycle Marketing Demands New Metrics

    Performance Management: The Customer Life-Cycle Marketing Playbook

    To win, serve, and retain customers, Forrester believes that modern marketers must make the transition from the traditional marketing funnel to the customer life cycle. Marketers must understand at...

    • Downloads: 1942
  • For eBusiness & Channel Strategy Professionals

    Report:Four Best Practices From National Health Insurance E-Brokers

    Online Aggregators Offer Superior Online Experiences To Health Plans, From Discovery To The Shopping Cart

    Online aggregators Expedia and Orbitz disrupted the travel industry by offering one-stop shopping convenience, but three national e-brokers, eHealth, GetInsured, and GoHealth, have been quietly doing...

    • Downloads: 124
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Platforms, Partners, And Power

    Borrow Mobile Moments To Engage Your Customers In Context Throughout Your Ecosystem And On Third-Party Platforms

    You face the following challenge: Most of your customers will not download your mobile app, but you know that mobile is the most important digital touchpoint in which to win, serve, and retain your...

    • Downloads: 86
  • For Customer Experience Professionals

    Report:Adopt The Right Governance Model For Your Journey Mapping Efforts

    Master the art of journey mapping and you have a powerful customer experience (CX) change management tool. Part of the art is following a well-defined journey mapping process, and part is adopting...

    • Downloads: 217
  • For eBusiness & Channel Strategy Professionals

    Report:The Mobile Technology Firms Use For Consumers: 2014

    Benchmarks: The Mobile eBusiness Playbook

    The adoption of smartphones and tablets is growing at an unprecedented rate. Forrester has forecast that more than half of mobile subscribers globally would own a smartphone by the end of 2014....

    • Downloads: 162
  • For Customer Experience Professionals

    Report:Case Study: How Sage Software North America Built Tools And Governance To Improve CX

    An Inside Look At Turning Business-To-Business Insights Into Actions

    Companies struggle to deliver on their customer experience (CX) goals. In 2012, Sage Software North America (Sage NA) was one of them. This report shows how Sage NA put an advanced system of tools,...

    • Downloads: 185
  • For CIO Professionals

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

    Processes: The Business Technology Agenda 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: 877
  • For Application Development & Delivery Professionals

    Report:Navigate The Future Of CRM In 2015

    Vision: The CRM Playbook

    As organizations strive to succeed in the age of the customer and cope with digital disruptions, those responsible for customer-facing processes struggle with how to define customer relationship...

    • Downloads: 497
  • For eBusiness & Channel Strategy Professionals

    Report:The Business Case For mPOS Is Associate Enablement

    Mobile Point Of Service Is Marked By Rising Interest But Misunderstood ROI

    Mobile point of service (mPOS) has seen a rapid increase in interest from eBusiness and retail leaders over the past few years; however, the return on investment (ROI) has been elusive. Deployment...

    • Downloads: 101
  • For B2C Marketing Professionals

    Report:UK's Multichannel Consumers Demand Customer Life-Cycle Marketing

    Discover The Touchpoints UK Consumers Turn To For Discovery, Exploration, Purchase, Inquiries, And Engagement

    Consumers have come to rely on a plethora of channels, devices and touchpoints to guide them through their purchase decisions. This path to purchase has broken free from the linear conception of the...

    • Downloads: 105
  • For eBusiness & Channel Strategy Professionals

    Report:Win Your Offline Mobile Moments

    Use Mobile To Break Down Channel Barriers On-Premises

    Your customer is experiencing a mobile mind shift. She expects to get anything she wants, immediately and in context. Whether she's in your store making a product decision or navigating an airport,...

    • Downloads: 180
  • For Customer Experience Professionals

    Report:CX Industry Spotlight: TV And Internet Service Providers

    A Forrester CX Index™ Deliverable: Analyzing The Financial Impact Of Customer Experience For The TV And Internet Service Industries

    Forrester's Customer Experience Index (CX Index) framework allows companies to analyze the quality of their customer experience, and it also identifies the financial impact of customer experience...

    • Downloads: 87
  • For Customer Insights Professionals

    Report:Mobile And The Travel Experience

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

    Traveling is synonymous with being mobile — and we mean that in every sense of the term. Smartphones and tablets have disrupted the travel life cycle to the point where consumers reach for...

    • Downloads: 23
  • For Customer Experience Professionals

    Report:Digital Customer Experience Trends, 2015

    Landscape: The Digital Customer Experience Playbook

    In 2014, Forrester identified the pursuit of user experience (UX) talent and a focus on mobile to drive customer experience innovation as two dominant digital customer experience (CX) trends. We saw...

    • Downloads: 750
  • 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: 1738
  • For Customer Insights Professionals

    Report:Mobile's Role In The Consumer's Path To Purchase

    A Technographics® 360 Report: Using Behavioral Tracking, Survey, And Online Community Data

    When they want a product or service, consumers embark on a path to purchase; they discover, explore, buy, use, ask, and engage using a multitude of touchpoints. The rise in the adoption of mobile...

    • Downloads: 75
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mortgage Sales

    Weave Human And Digital Touchpoints Together To Improve The Experience And Drive Conversion

    The first in our financial product sales series, this report looks at how eBusiness executives can drive mortgage sales and improve the customer experience for both homebuyers and refinancers....

    • Downloads: 172
  • For eBusiness & Channel Strategy Professionals

    Report:How US Online Consumers Research And Buy Credit Cards

    Online Capabilities Are Crucial To The Purchase Journey

    Credit cards remain the top selling financial product in the US, even though sales are significantly lower than before the financial crisis. Prospects shopping for a new credit card have clear goals...

    • Downloads: 172
  • For eBusiness & Channel Strategy Professionals

    Report:2014 Website Functionality Benchmark: US Health Insurance Plan Public Sites

    In An Age Of Increasing Complexity And Consumer Choice, Healthcare Sites Struggle With Simplicity

    In the wake of the Affordable Care Act, leading health plans have been vocal about finally making serious investments in retail-oriented, digital shop-to-enroll experiences. As we move into the tail...

    • Downloads: 197
  • For Customer Experience Professionals

    Report:The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

    • Downloads: 146
  • For B2B Marketing Professionals

    Report:Shift Focus To The Customer Life Cycle To Take L2RM To The Next Level

    Vision: The Lead-To-Revenue Playbook

    Savvy marketers are re-engineering their lead-to-revenue (L2R) process to transform marketing — from a top-notch supplier of leads for the load-bearing sales channel to the architect of...

    • Downloads: 867