Forrester Research : Analyst

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Bill Doyle

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

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Blog: eBusiness & Channel Strategy Blog

Bill serves eBusiness & Channel Strategy Professionals. He specializes in the attitudes and behaviors of mass-affluent and affluent investors; online investing; brokerages, mutual funds, and insurers; financial advisors; financial firms' websites; and customer loyalty. He has helped brokerages, asset managers, and insurers design their websites and understand their market opportunities. His recent reports include "Segmenting Today's Investors."

During his 12 years at Forrester, Bill has led the company's coverage of the financial services industry. He has led research on other industries as well, including media and online advertising. Bill is the author of several Forrester Big Idea documents, including "Customer Advocacy: The Secret To Loyal Financial Services Customers."

Previous Work Experience

Before joining Forrester, Bill spent 14 years designing, building, and running online services for business and consumer users. As a producer-in-chief for the AT&T Business Network, Bill led the design and implementation of one of AT&T's first web-based products. He also led the development and launch of Ziff-Davis Interactive's services for Prodigy.

Before Ziff-Davis, Bill was a vice president and creative director of new product development at Citibank, where he led the development of the user interface and applications for the first full-screen consumer telephone. He also managed relationship marketing for Citibank's PC banking service. Prior to Citibank, Bill helped build and then run Huttonline, the first-ever online service from a full-service brokerage. He was also a researcher and writer at Newsweek.

Bill has been widely quoted in publications including BusinessWeek, The New York Times, USA Today, and The Wall Street Journal. He is a much sought-after speaker and moderator at conferences. As host of Forrester's Financial Services Forum for 10 years, Bill has conducted on-stage interviews with the chairmen and CEOs of dozens of major firms, including American Express, Bank of America, Capital One, Charles Schwab, Citi, Edward Jones, and Vanguard.

Education

Bill is a graduate of Harvard University.

Research Coverage:

Co-Creation, Cross Channel Strategies, Customer Advocacy, Customer Experience Management, Email Customer Service, In-Store Technologies, Innovation, Marketing & Strategy, Mobile Web, Multichannel Customer Experience, Phone Self-Service, Social CRM

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Bill Doyle

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Research Coverage:

Refine your results

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For Marketing Leadership Professionals

Report:2013 Planning Brief: Listen To Customers, Engage With Influencers

For Application Development & Delivery Professionals

Report:The Future Of BI In Asia Pacific

For Customer Insights Professionals

Playbook:The Social Intelligence Playbook

For Security & Risk Professionals

Charts & Figures:The Social Media Context

For CMO Professionals

Tool:The 21st Century Brand Building Self-Assessment

For Security & Risk Professionals

Report:Manage The Risks Of Social Media

For Marketing Leadership Professionals

Report:Social Marketing Spending In 2011

For CMO Professionals

Report:Chart A New Course For Your Brand

For Marketing Leadership Professionals

Report:Build A Push And Pull Social Marketing Process

For CMO Professionals

Report:Evaluate Your Brand Building Capabilities

For CMO Professionals

Report:Driving B2B Demand With Social Media

For CMO Professionals

Report:Measure And Manage Brand Health

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