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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63 results in Reports

  • Omnichannel 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: 68
  • For Customer Experience Professionals

    Report:What Do Excellent Emotional Customer Experiences Look Like?

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

    Human emotions are complex, and creating experiences that appeal to those emotions can seem like an esoteric, abstract task. However, the leaders in Forrester's Customer Experience Index so...

    • Downloads: 252
  • 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: 135
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2015: North American Digital Insurance

    eBusiness Executives Must Drive Digital Business Transformation

    Disrupt or be disrupted. That's the challenge facing American and Canadian insurers in 2015. Customer experience expectations, their willingness to consider a growing array of new options to buy...

    • Downloads: 514
  • 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: 174
  • For eBusiness & Channel Strategy Professionals

    Report:The Case For Channel-Shifting Offline Customers Online

    Business Case: The B2B eCommerce Playbook For 2015

    Business-to-business (B2B) companies know they can generate revenue and save money by migrating their offline customers online. The question is, how much and under what circumstances? Forrester...

    • Downloads: 932
  • For eBusiness & Channel Strategy Professionals

    Report:2015 Australian Mobile Banking Functionality Benchmark

    Westpac Tops Our Review Of Australian Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of the four largest retail banks in Australia on more than 40 criteria. The Aussie banks have...

    • Downloads: 116
  • 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: 192
  • 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: 874
  • For Enterprise Architecture Professionals

    Report:Architecting Digital Business Transformation

    Australia Post's Customer Experience-Driven Enterprise Architecture Guides Pervasive Transformation

    Digital technology is transforming markets. Companies engaging in markets undergoing transformation are finding that their traditional products — and their product-centric mindset — no...

    • Downloads: 358
  • For CMO Professionals

    Report:Evaluate Marketing's Customer Life-Cycle Maturity

    Assessment: The Customer Life-Cycle Marketing Playbook

    The world your customers live in is complex — a maze of media, devices, conversations, and interactions. Making a connection between your customers and your brand means finding new ways to...

    • Downloads: 865
  • For Customer Insights Professionals

    Report:One Task, Many Devices

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

    We live in a screen-saturated world. From mobile phones and tablets at our fingertips to laptops and desktops at the heart of our offices and homes, we live our lives by moving from one device to...

    • Downloads: 34
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2015: European Digital Insurance

    eBusiness Executives Must Drive Digital Business Transformation

    After a number of lean years, European insurers are eager to return to growth in 2015. But with economic growth in Europe still subdued, this aim can only be achieved by winning new customer segments...

    • Downloads: 320
  • For Application Development & Delivery Professionals

    Report:Brief: Adapt — Don't Scrap — Your Workforce Optimization Tools To Support Social Customer Service

    Application development and delivery (AD&D) professionals supporting contact centers, in a race to develop applications in the age of the customer, view social customer service warily. On the one...

    • Downloads: 24
  • 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: 111
  • For eBusiness & Channel Strategy Professionals

    Report:Your Customers Will Not Download Your App

    Develop A Strategy To Borrow Mobile Moments And Engage Your Customers Effectively — Where They Already Are

    Few eBusiness professionals will see the majority of their customers download their app, nor will they own enough mobile moments to win, serve, and retain their customers effectively. Most apps...

    • Downloads: 304
  • For CIO Professionals

    Report:Digital Predator Or Digital Prey?

    Six BT Transformation Strategies To Energize Your Digital Business

    By 2020 every business will become a digital predator or digital prey — which will your company evolve into? The answer to this question lies in how well you, as the CIO, and the executives in...

    • Downloads: 212
  • For Customer Insights Professionals

    Report:Win, Serve, And Retain Today's Health Insurance Consumers

    North American Consumer Technographics® Report

    The US health insurance industry is in the midst of a tectonic shift. Patient empowerment and federal legislation are steering healthcare payers into a new era in which digital alternatives are...

    • Downloads: 16
  • For Customer Experience Professionals

    Report:Augment Customer Journey Work With Expectation Mapping

    Localizing Customer Experiences, Part 2

    Emotion is the most important dimension of a great customer experience (CX). As standards rise, CX professionals face the challenge of accurately accounting for this key emotional component, and the...

    • Downloads: 215
  • 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: 173
  • 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: 87
  • For Application Development & Delivery Professionals

    Report:What Do You Need From Your Digital Experience Services Partner?

    Firms Must Look To Services Partners That Support Omnichannel Digital Customer Experience Delivery

    A decade ago, companies engaged in a "battle for eyeballs." They spent money driving undifferentiated traffic to their websites under the belief that more was better. But today, companies need to do...

    • Downloads: 170
  • For CIO Professionals

    Report:The B2B Mobile Mind Shift Changes The Way Businesses Collaborate

    Developing B2B Mobile Moments Will Require Business Process Transformation

    Embracing mobility offers the opportunity for business innovation beyond the business-to-consumer (B2C) relationship. Increasingly, mobile engagement frames business-to-business (B2B) relationships...

    • Downloads: 142
  • For Application Development & Delivery Professionals

    Report:Five Essential Digital Experience Governance Practices

    Processes: The Digital Experience Delivery Playbook

    Governance is the dreaded "G word" for many organizations. It paints a picture of archaic rules, ineffective bureaucracy, and outdated processes that stifle innovation. But given the multichannel,...

    • Downloads: 924
  • 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: 232