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.

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 MBA from the University of Michigan.

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69 results in Reports

  • Omnichannel Customer Experience
  • Past 6 months
  • For eBusiness & Channel Strategy Professionals

    Report:The Future Of Mobile: From App Silos To Open Ecosystems

    Mobile Becomes The Experience Choreographer

    There isn't a single "thing" that will replace or disrupt mobile — not wearables, the Internet of Things, nor M2M. The future of mobile is more granular parts (or micro moments) that are...

    • Downloads: 401
  • For eBusiness & Channel Strategy Professionals

    Report:Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook

    eBusiness professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the...

    • Downloads: 2396
  • 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: 1275
  • 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: 84
  • For B2C Marketing Professionals

    Report:Master Your Mobile Loyalty Moments

    Continuous Improvement: The Customer Loyalty Playbook

    Today, consumers rely on their mobile phones and tablets as information, entertainment, shopping, and life companions. They expect they can get what they want in their immediate context and moments...

    • Downloads: 1056
  • For Application Development & Delivery Professionals

    Report:Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

    • Downloads: 656
  • For Customer Experience Professionals

    Report:How To Assess The Quality Of Your Customer Journey Maps

    Customer journey maps are a highly effective tool for understanding customers' needs and improving a firm's customer experience (CX). Despite this, many companies struggle to get value out of their...

    • Downloads: 576
  • For Customer Experience Professionals

    Report:The Best Of Bits And Mortar Experiences

    How Digital Elevates Customer Experience

    Today's customers live in a world where physical touchpoints, face-to-face interactions, and digital interfaces blend promiscuously. But many companies struggle to bring these elements together in...

    • Downloads: 155
  • 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: 109
  • For eBusiness & Channel Strategy Professionals

    Report:2016 US Mobile Banking Functionality Benchmark

    Bank Of America Takes The Lead, While All US Banks Have Improved Functionality

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of the five largest retail banks in the US. While all of the US banks meet customers' needs by...

    • Downloads: 129
  • For eBusiness & Channel Strategy Professionals

    Report:Five Pitfalls To Avoid When Executing A Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook

    Retail eCommerce has two decades of experience under its belt, so companies in the early stages of web retail can now follow a fairly established set of best practices. This report provides guidance...

    • Downloads: 1290
  • For B2C Marketing Professionals

    Report:Brief: Choose From Four Approaches To Build Your Community

    Plan For Community Success Across The Customer Life Cycle

    The word "community" invokes a measure of confusion among B2C marketers. This brief explores the meaning of community, and provides examples of companies successfully using communities across the...

    • Downloads: 49
  • For Customer Experience Professionals

    Report:Brief: Measuring The Quality Of Omnichannel Experiences

    Customer 360 Forum: Key Lessons From Australia's Leading CX Professionals

    Organizations around the world are targeting the omnichannel customer experience (CX) as their target operating model. Omnichannel CX is displacing cross-channel CX as firms' vison for serving...

    • Downloads: 200
  • For eBusiness & Channel Strategy Professionals

    Report:Follow Best Practices To Encourage Mobile Insurance Use

    Processes: The Mobile Insurance Strategy Playbook

    The future of insurance is mobile, yet the path to that future is riddled with obstacles. One of the biggest is the low adoption rate of mobile services. This stems partly from the specificities of...

    • Downloads: 950
  • For Customer Experience Professionals

    Report:Brief: To Beat Disruption, Think Like A Disruptor

    The NewCo Conference Offers Clues To Coming CX Disruption

    To beat disruptors, it helps to know how to think like one. For a snapshot of how disruptors operate today and what it's likely to mean for customer experience (CX) in the coming years, Forrester...

    • Downloads: 161
  • For B2C Marketing Professionals

    Report:Seize Control Of Your Content Strategy

    Strategic Plan: The Content Marketing Playbook

    Today's empowered and digitally connected customers engage less with traditional advertising messages. However, they are interested in useful and valuable content that can improve their lives, help...

    • Downloads: 1041
  • For CIO Professionals

    Report:The Top Technologies For Your Business Technology Agenda, 2016

    The Top Business Technologies To Win, Serve, And Retain Customers Along Every Step Of Their Journeys

    Customer-obsessed firms are customer-led and insights-driven. They move fast rather than perfectly, and they are connected to serve increasingly powerful customers. CIOs wield a critical asset: the...

    • Downloads: 195
  • For eBusiness & Channel Strategy Professionals

    Report:How German Banking Customers Use Different Channels, 2015

    Weave Digital And Human Touchpoints Together To Deliver A New Generation Of Digital Banking

    Banking channel use in Germany is changing as customers increasingly use online and mobile banking to manage their financial lives. Yet human contact remains a key element of the relationship that...

    • Downloads: 122
  • For CIO Professionals

    Report:2016 Technology Imperatives For US Healthcare Payers

    Insurer CIOs Must Remove The Barriers To Customer Obsession

    The age of the customer won't wait for healthcare payers. As employer customer numbers drop and individual consumer memberships grow, insurers must learn to articulate their value to these customers...

    • Downloads: 809
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Financial Sales

    Digital Teams Must Use Context To Be Relevant And Earn Sales

    As mobile touchpoints displace PCs, branches, advisors, and agents at the heart of customers' relationships with financial services firms, digital executives need to step up their mobile marketing...

    • Downloads: 520
  • For B2C Marketing 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 digital marketing teams to improve their planning and delivery around four key pillars: organization, planning and execution,...

    • Downloads: 848
  • For Customer Experience Professionals

    Report:The Top 10 Voice Of The Customer (VoC) Program Questions Answered

    The Value Of VoC Programs, VoC Program Best Practices, And Ways That VoC Programs Drive CX Management Maturity

    The VoC helps improve customer experience (CX) and drive significant business value. To help organizations get the most out of their VoC programs, Forrester answered the most common questions that we...

    • Downloads: 1056
  • 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...

    • Downloads: 328
  • For Application Development & Delivery Professionals

    Report:Mobile Feast Or Beggar's Banquet?

    Landscape: The Mobile App Development Playbook

    The variety of mobile operating systems, devices, form factors, and middleware technologies make an implementation that simply extends existing websites impossible, as do the time-to-market and user...

    • Downloads: 1129
  • For eBusiness & Channel Strategy Professionals

    Report:Omnichannel Mastery: Optimize In-Store Pickup

    Continuous Improvement: The Omnichannel Commerce Playbook

    Omnichannel fulfillment capabilities — that is, the ability to offer the customer cross-channel visibility and ordering options — have become the standard for leading traditional retailers. Most...

    • Downloads: 520