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.


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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105 results in Reports

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

    Report:Build An Adaptive, Efficient Process To Elevate Leads To Revenue

    Processes: The Lead-To-Revenue Playbook

    A well-designed and documented lead-to-revenue management (L2RM) process enables scalability, roots out excess cost, improves marketing execution, and provides the basis for continuous incremental...

    • Downloads: 616
  • For Customer Insights Professionals

    Report:Unlock Customer Context With Marketing Technology

    Executive Overview: The Enterprise Marketing Technology Playbook

    Once relegated to the province of direct mail teams and analysts, customer data and marketing technology are now essential to every marketing function, from strategy to creative development to...

    • Downloads: 730
  • For Customer Experience Professionals

    Report:Brief: Why Good Customer Experience Isn't Good Enough

    Business Case: The Customer Experience Ecosystem Playbook

    Forty percent of the brands in Forrester's 2014 Customer Experience Index (CX Index) earned scores in the good category. But for many, those scores are actually anything but good because those brands...

    • Downloads: 348
  • For Customer Experience Professionals

    Report:Seven Steps To Successful Customer Experience Measurement Programs

    Performance Management: The Customer Experience Maturity Playbook

    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: 1620
  • For Customer Experience Professionals

    Report:Case Study: Disciplined Simplification Elevates The Brand In Virgin America's Site Redesign

    Virgin America undertook a major website redesign with the goal of streamlining the process of booking plane tickets through mobile devices and transforming it into an appealing experience. To do...

    • Downloads: 118
  • 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: 1802
  • For Application Development & Delivery Professionals

    Report:Brief: Take Social Customer Service Beyond Your Own Walled Garden

    The modern consumer uses social media to communicate with family, friends, as well as companies. In response, companies have increased their investment in social media as a customer support channel....

    • Downloads: 72
  • For eBusiness & Channel Strategy Professionals

    Report:Lessons In Leading A Digital Business Transformation

    Insights From The Front Lines At 3M, Bank Of America, And Walgreens

    The forces of digital disruption have reached critical mass, threatening every incumbent firm in every industry. Attendees at our Forum For eBusiness & Channel Strategy Professionals heard from...

    • For Customer Experience Professionals

      Report:Best Practices For Chinese Mobile User Experience

      Mobile represents an enormous opportunity to transform customer experiences in China — but only for those able to cope with proliferating platforms and devices, challenging human factors, and...

      • Downloads: 77
    • For CMO Professionals

      Report:Evolve Your Marketing Strategy To Outpace Consumers' Behavior

      Landscape: The Customer Life-Cycle Marketing Playbook

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

      • Downloads: 988
    • For Customer Experience Professionals

      Report:Digital Customer Experience Trends, 2015

      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: 319
    • For CMO Professionals

      Report:From Priming The Pipeline To Engaging Buyers: The B2B CMO's New Role In Sales Enablement

      Advances in automation increase visibility and accountability surrounding lead-to-revenue processes. Despite this, tensions between marketing and sales persist concerning the quality of support that...

      • Downloads: 128
    • For CMO Professionals

      Report:CMOs: Own Mobile To Own Your Customers

      How To Organize For Mobile Success

      Mobile moments are the next battleground where you must win, serve, and retain your customers. As the ultimate owners of the brand and customer experiences, chief marketing officers (CMOs) must...

      • Downloads: 165
    • For eBusiness & Channel Strategy Professionals

      Report:The Mobile Insurance Metrics That Matter

      Performance Management: The Mobile Insurance Strategy Playbook

      Mobile is now serious business for digital insurance teams, and it's rare to find an insurer that doesn't offer at least one mobile service to help customers research, buy, and service their...

      • Downloads: 776
    • For Customer Experience Professionals

      Report:Start Innovating With Future-State Journey Mapping

      Strategic Plan: The Customer Experience Ecosystem Playbook

      Rising customer experience (CX) scores have been a boon for customers who are now less likely to struggle through poor experiences, but for companies, it means that they must take more aggressive...

      • Downloads: 352
    • 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: 446
    • For Marketing Leadership Professionals

      Report:Maximize Media ROI With A Customer-Centric Approach

      Road Map: The Digital Media Buying Playbook

      Moving to a higher level of digital media buying maturity requires that digital marketing teams improve the way they plan and deliver around four key pillars: organization, planning and execution,...

      • Downloads: 586
    • For eBusiness & Channel Strategy Professionals

      Report:The Six Key Elements Of Proactive Chat

      Evolve Proactive Chat To Proactive Engagement

      Online consumers demand effortless engagement, which often means live help for pre- or post-purchase questions. eBusiness leaders increasingly deploy proactive chat to deliver effortless engagement...

      • Downloads: 263
    • For eBusiness & Channel Strategy Professionals

      Report:Channel Management: Core To Your Customer Service Strategy

      Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

      • Downloads: 195
    • For Application Development & Delivery Professionals

      Report:Web, Hybrid, And Native Mobile Apps All Have Their Place

      Strategic Plan: The Mobile App Development Playbook

      In the past few years, we've handled hundreds of client inquiries regarding which technology approach best suits mobile app development needs. The most common question: "Should we go with a native...

      • Downloads: 2625
    • For Customer Experience Professionals

      Report:What Makes A Great Government Experience

      Lessons Learned From Our New Customer Experience Index

      Federal agencies are failing the administration's mandate to offer customer experiences (CX) that match the best of the private sector. What's worse, their poor CX performance hurts our whole...

      • Downloads: 185
    • For Application Development & Delivery Professionals

      Report:Brief: CPG's Digital Future

      How CPG Brands Will Adapt To Digital Disruption

      Consumer packaged goods (CPG) brands face intense threats from an accelerating rate of new product introduction and the erosion of brand loyalty. They also face grueling competition in a race to...

      • Downloads: 155
    • For Customer Experience Professionals

      Report:Brief: What's Different About Mobile Customer Experience In China?

      Chinese mobile users have different expectations and different mobile moments than their Western peers. When designing a mobile website or app for them, customer experience (CX) professionals need to...

      • Downloads: 63
    • For Marketing Leadership Professionals

      Report:Predictions 2015: Most Brands Will Underinvest In Mobile

      Brands Embracing The Mobile Mind Shift Will Pull Ahead Of Those Treating Mobile As Just Another Channel

      In 2015, marketing leaders who have embraced the mobile mind shift will accelerate spending to create an insurmountable gap between themselves — the industry leaders — and the laggards...

      • Downloads: 442
    • For Customer Insights Professionals

      Report:Advance Campaign Automation With Personalization And Real-Time Context

      Benchmarks: The Enterprise Marketing Technology Playbook

      For the recent Forrester Wave™ evaluation of cross-channel campaign management (CCCM), we surveyed 96 customers about their vendors. We found that CCCM users are generally satisfied with the...

      • Downloads: 1087