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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99 results in Reports

  • Multichannel Customer Experience
  • Past 6 months
  • 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...

    • For Marketing Leadership Professionals

      Report:The State Of Mobile Technology For Marketers, 2014

      Adoption of smartphones is skyrocketing around the globe. Sophistication of consumers' use of those smartphones is likewise climbing — without consumers even noticing it. Mobile is simply part...

      • Downloads: 1125
    • For Security & Risk Professionals

      Report:Mitigate Risks In The Customer's Journey

      How To Create And Execute A Customer-Focused Risk Framework

      Risk professionals cannot help businesses succeed without a clear strategy to win, serve, and retain customers. With countless delivery channels and untapped target customers, companies find...

      • Downloads: 115
    • For eBusiness & Channel Strategy Professionals

      Report:How US Online Consumers Research And Buy Mortgages

      Homebuyers And Refinancers Have Complex Purchase Journeys

      The mortgage purchase journey is complex, with customers using a mix of digital and human touchpoints to research and then buy mortgages. The journey differs depending on whether the customer is...

      • Downloads: 94
    • For Application Development & Delivery 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: 1049
    • For eBusiness & Channel Strategy Professionals

      Report:Leveraging Location Data In Retail Requires Contextual Privacy

      Missteps Can Generate Bad Publicity And Alienate Customers

      Retail marketers long for the kinds of in-store analytics and in-aisle targeting that eBusiness teams have leveraged for over a decade with web analytics and online measurement technologies. New...

      • Downloads: 150
    • 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: 254
    • For eBusiness & Channel Strategy Professionals

      Report:2014 US Bank Digital Sales Benchmark

      Bank Of America Tops Our Review Of US Banks' Sales Functionality

      We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest retail banks in the US. This benchmark covers 36 criteria across four categories...

      • Downloads: 218
    • For CIO Professionals

      Report:Brief: CIO Checklist — Which Services Should You Manage As Continuous Business Services?

      CIOs Must Accelerate Their BT Agenda By Enabling CBSes With Tech Management Best Practices

      CIOs increasingly are called upon to help define and deliver solutions that span the complexity of the customer life cycle, providing continuous improvement across all customer-journey moments to...

      • Downloads: 80
    • For Customer Experience Professionals

      Report:The Seven Steps Of Highly Effective Journey Mapping

      Rethink The Journey Mapping Process To Drive Change

      Journey maps are wildly popular. But the production of a map won't change anything unless it is part of a well-defined process that takes into consideration a purpose, goals, and customer experience...

      • Downloads: 759
    • For Marketing Leadership Professionals

      Report:The New Mobile Mind Shift Index: Global

      Global Consumer Technographics®

      Forrester recently introduced its revised Mobile Mind Shift Index (MMSI), a tool that enables marketing leaders to assess their customers' mobile intensity, expectations, and behaviors and then...

      • Downloads: 43
    • For CIO Professionals

      Report:Brief: Customer Journey Mapping Is Becoming Key To Digital Transformation

      Use This New Process To Understand Problems And Drive Alignment

      As businesses seek success in the age of the customer, they need to rework and transform their business processes to align with the rising expectations of their empowered clients. In this context,...

      • Downloads: 224
    • 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: 75
    • For CMO Professionals

      Report:Enrich The Customer Life Cycle With Customer Journey Maps

      Processes: The Customer Life-Cycle Marketing Playbook

      Customer experience is rapidly increasing in importance across all phases of the customer life cycle — including early phases that have traditionally been the exclusive purview of marketing. As...

      • Downloads: 554
    • For eBusiness & Channel Strategy Professionals

      Report:The Mobile Banking Metrics That Matter

      Performance Management: The Mobile Banking Strategy Playbook

      To achieve key business goals — such as boosting mobile banking use, improving mobile experiences, and increasing sales — eBusiness and channel strategy executives at banks need to put...

      • Downloads: 957
    • 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: 1756
    • 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: 60
    • 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: 170
    • For Customer Experience Professionals

      Report:Getting Help With Customer Journey Maps

      Processes: The Customer Experience Ecosystem Playbook

      Companies use journey maps for both tactical and strategic purposes. But they struggle to get the best results when they don't have the right insights, skills, and tools. Consultancies, agencies,...

      • Downloads: 277
    • 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: 234
    • For eBusiness & Channel Strategy Professionals

      Report:Customer Advocacy 2014: How US Consumers Rate Their Financial Institutions

      Customers Rate Their Banks, Credit Card Providers, Insurers, And Investment Firms

      The traditional competitive barriers in retail financial services are crumbling. Digital touchpoints render branch distribution strength impotent. Digital technologies are cheaper and easier to...

      • Downloads: 233
    • 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: 1115
    • For eBusiness & Channel Strategy Professionals

      Report:Create Mobile Moments With Messaging

      A Guide To Using Mobile Messaging To Engage Customers

      Mobile moments are the new competitive battleground. Mobile messaging creates mobile moments, or the ability to serve your customers proactively in their moment of need. Mobile messaging improves...

      • Downloads: 288
    • 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: 147
    • 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: 1071