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  • Drive revenue with customer experience
  • Julie A. Ask

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  • Report Consumers Are Connected; Companies Are Catching Up

    Mature Firms Adopt A Portfolio Of Technologies To Serve Their Customers
    June 28, 2019 | Julie A. Ask

    Forrester's Q2 2019 Global Emerging Technology Executive Online Survey assessed the digital portfolio initiatives of 134 firms. Most of the firms in this sample have undergone the greatest...

  • 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 Forrester Infographic: Customer Service Chatbots Fail Consumers Today

    January 30, 2019 | Ian Jacobs, Julie A. Ask, Andrew Hogan

    Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are...

  • 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...