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  • Julie A. Ask

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  • Report The 3D Connected Consumer In 2019

    Create A Portfolio Of Experiences That Maps To How Your Customers Connect
    June 20, 2019 | Julie A. Ask

    Three dimensions — devices, platforms, and channels — now define how connected consumers are, and brands must serve their customers wherever they are in these complex ecosystems. Digital business...

  • Report The Art Of Notifications

    Design Experiences To Engage Your Customers In Key Moments
    October 22, 2018 | Julie A. Ask

    Today's digital experiences — including mobile messages — place too much cognitive load on consumers. The effectiveness of mobile messages depends on both the use case and the content. Consumers...

  • Report Mobile Messaging Best Practices Illustrated

    Jump-Start Your Learning With This Library Of Mobile Message Examples
    October 22, 2018 | Julie A. Ask

    The most common question Forrester's clients ask about mobile messaging is, "Who does it well?" The second most popular question is, "What are my competitors doing?" Digital business leaders will...

  • Report RCS: More Myth Than Magic — For Now

    RCS Could Accelerate Convergence Of Notifications And Conversations
    October 15, 2018 | Julie A. Ask, Mike Chirokas

    Notifications simplify experiences for consumers by allowing brands to push out text, images, files, app fragments, and more based on real-time context. However, the only fully interoperable...

  • Report Moments: Maturity Framework

    Leverage The Learnings Of Pioneers To Evolve Your Mobile Messaging Tactics And Capabilities
    October 3, 2018 | Julie A. Ask

    Future experiences will be right-sized, contextual, and pushed out to consumers in their specific moments of need. Today's well-executed mobile messages most closely resemble future experiences....

  • Report Notifications: Build Your Best Practices

    A Step-By-Step Guide To Notification Excellence
    September 28, 2018 | Julie A. Ask

    Digital business professionals can learn how to master notifications in part by benchmarking competitors and other leaders. A pure "monkey see, monkey do" philosophy will fall short. Digital...

  • Report The 3D Connected Consumer

    The Combination Of Devices, Platforms, And Channels Redefines How Connected Consumers Are
    August 1, 2018 | Julie A. Ask, Gina Fleming, Adrian Chapman

    Historically, internet speed and device type have defined how connected consumers are. This representation is too simplistic today. Three dimensions — devices, platforms, and channels — now define...

  • Report Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience

    Consumers want convenience and choice — not conversational interfaces. However, fear of being left behind still impels digital business leaders to build them. And even more than half of those that...

  • Report Digital Transformation: Mobile Is The Catalyst

    Digital Transformation Best Practices: Scale Your Digital Delivery Engine To Drive Change
    June 13, 2018 | Julie A. Ask, Jeffrey S. Hammond

    Firms in the midst of digital transformation risk stalling. To overcome organizational inertia, successful firms must scale and operationalize best practices they've so far developed in pockets...

  • Report Digital Transformation: Master Startup Methods

    Digital Transformation Best Practices: What Incumbents Can Learn From Digital-Native Firms
    June 13, 2018 | Julie A. Ask

    Digital business leaders face a dilemma: What made their firms successful in the past is now holding them back. Incumbents boast an existing customer base and brand pedigree but are saddled with...

  • Report The Future Of Digital Experiences

    Vision: The Mobile eBusiness Playbook
    April 17, 2018 | Julie A. Ask, Michael Facemire

    Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....

  • Report Modernize Your Martech Stack For Moments

    Evolve Your Marketing Strategy And Technology To Serve Customers In Their Defining Moments
    April 5, 2018 | Joe Stanhope, Julie A. Ask

    The world is changing, along with consumers' expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that...

  • Report Best Practices For Mobile Experience Development And Delivery

    Development Shop Transformations Drive Mobile Experience Delivery
    December 1, 2017 | Jeffrey S. Hammond, Julie A. Ask

    Most software development shops don't have the right operational models to build and deliver great mobile and digital experiences. This document examines the best practices that applications...

  • Report The Mobile Mind Shift Maturity Framework

    Assessment: The Mobile eBusiness Playbook
    November 20, 2017 | Julie A. Ask

    Few companies have adapted to the mobile mind shift, as many lack the resources, budget, and organization to make the shift. This report helps digital business professionals understand the path to...

  • Report Predictions 2018: Mobile Evolves Into The Digital Experience Conductor

    Landscape: The Mobile eBusiness Playbook

    2018 is the year that mobile becomes core to the digital ecosystem. Devices are evolving to seamlessly work together. Tooling is following that evolution, allowing developers to build for...

  • Report Engage Customers Through Mobile

    Executive Overview: The Mobile eBusiness Playbook
    October 27, 2017 | Julie A. Ask

    Digital business professionals face both the opportunity and the challenge of an ever-more-connected consumer. Consumers expect to be able to engage with brands on their mobile devices to get...

  • Report The Forrester Wave™: Mobile Engagement Automation, Q3 2017

    Automate Hyperpersonalized Engagement In Consumers' Moments
    September 19, 2017 | Julie A. Ask, Joe Stanhope, Laura Naparstek

    In our 30-criteria evaluation of mobile engagement automation (MEA) solution providers, we identified the 11 most significant ones — Adobe, Braze, IBM, Iterable, Leanplum, Localytics, Oracle,...

  • Report Make Smart Mobile Technology Choices

    Benchmarks: The Mobile eBusiness Playbook
    September 13, 2017 | Julie A. Ask

    "What are my competitors doing?" is one of the most frequent questions that Forrester's clients ask. This report helps digital business strategy professionals benchmark both their use of mobile...

  • Report AI Will Revolutionize Digital Experiences

    AI Will Help Brands Win, Serve, And Retain Customers Across A Connected Experience Ecosystem
    September 11, 2017 | Julie A. Ask

    A host of technologies that broadly fall under the umbrella of artificial intelligence (AI) are revolutionizing how digital business professionals can design and deliver digital experiences. As AI...

  • Webinar Mobile Maturity Assessment

    August 30, 2017 | Julie A. Ask, Jeffrey S. Hammond, Danielle Jessee

    Mobile has ascended the digital engagement throne. No other customer-serving digital touchpoint is more important to industries from retail to travel to banking. With mobile’s ascendancy,...

  • Report Mobile: The First 100 Days

    Best Practices Harvested From Industry Leaders To Begin Your Customer Experience Transformation Journey
    August 9, 2017 | Julie A. Ask, Jeffrey S. Hammond

    Just because Fortune 500 companies were not born mobile does not mean they cannot evolve their delivery operations to build the next generation of mobile or digital experiences. Doing so demands a...

  • Report Born Mobile

    Best Practices Learned From Mobile-First Companies
    August 9, 2017 | Julie A. Ask

    Most digital business professionals are not prepared to deliver the next generation of digital experiences that consumers expect. They lack Agile operations, including the talent, technology,...

  • Report The CX Fusion Imperative

    Deliver Experiences That Holistically Fuse The Human, Digital, Physical, And Virtual Realms
    July 19, 2017 | Allegra Burnette, Julie A. Ask

    Designed experiences are fusing human, digital, physical, and virtual elements more and more — interconnecting people, places, and objects with data; letting customers move across channels; and...