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Bill Doyle

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

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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  • Pascal Matzke

  • For CIO Professionals

    Report:European IT Outsourcing — A Review Of A Market In Transition

    Pascal Matzke, Charles GreenJanuary 12, 2012

    The European outsourcing market has continued to see a high level of activity over the past 24 months, with Forrester tracking 340 deals in 2010 and 220 deals in the first half of 2011. However, as...

    • Downloads: 87

  • For CIO Professionals

    Report:Forrsights: European Companies Start To Embrace New Systems Of Engagement

    Our Software Decision-Maker Survey Shows A Shift In Emphasis From Systems Of Records To Systems Of Engagement

    Pascal MatzkeAugust 22, 2012

    During November 2011 and December 2011, Forrester surveyed 676 software decision-makers across Germany, France, and the UK to determine their spending priorities around software. With new systems of...

    • Downloads: 175
    • Rating:

  • For CIO Professionals

    Report:The Evolution Of Cloud Computing Markets

    Stefan Ried, Holger Kisker, Pascal MatzkeJuly 06, 2010

    Looking past the current industry hype surrounding all things cloud, Forrester believes that cloud computing is a sustainable, long-term IT paradigm, and the successor to previous mainframe,...

    • Downloads: 4606

  • For CIO Professionals

    Charts & Figures:Systems Of Engagement Rise In Importance Across Europe

    Our Software Decision-Maker Survey Shows A Shift In Emphasis From Systems Of Records To Systems Of Engagement

    Pascal MatzkeAugust 17, 2012

  • For CIO Professionals

    Report:The Coming Upheaval In Tech Services

    Four Economic And Technology Factors Will Combine To Recast The Business

    John C. McCarthy, Pascal MatzkeJuly 29, 2010

    The tech services market is about to undergo a massive transformation that will call traditional provider business models into question. Four factors will combine to dramatically change the dynamics,...

    • Downloads: 1907

  • For Vendor Strategy Professionals

    Blog:Remembering Julie Giera

    Pascal MatzkeFebruary 23, 2011

    Yesterday we received the very sad news that our great friend and wonderful colleague Julie Giera passed away earlier this week. Although we were well aware of the fact that Julie had been battling...

    • For CIO Professionals

      Report:New Dynamics Shape IT Services Spending

      Changes Will Accelerate Over The Next 24 Months

      Pascal Matzke, John C. McCarthyFebruary 25, 2013

      The IT services industry is in the middle of a fundamental transformation of who it sells to, what services it sells, and how it delivers those services. Upstart vendors specializing in new...

      • Downloads: 362
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    • For CIO Professionals

      Report:Embedded Security For An IP-Enabled World

      Pascal Matzke, Heidi SheyAugust 11, 2011

      We live in a world where an increasing number devices and objects — from medical implantable devices to cars — come with sensors to communicate with each other and transmit information to...

      • Downloads: 350

    • For CIO Professionals

      Report:EMEA IT Outsourcing Deals: 2009 Review

      Despite A Rocky 2009, Outsourcers Are Poised For Growth In 2010

      Pascal MatzkeJune 07, 2010

      In 2009, we recorded 409 outsourcing deals in Europe, the Middle East, and Asia (EMEA). This represents a 20% increase on the number recorded in 2008. However, at the same time, we find that total...

      • Downloads: 577

    • For CIO Professionals

      Report:Understanding The Embedded Security Market Ecosystem

      Identifying Dominant Players And Mapping Challenges To Opportunities

      Pascal Matzke, Heidi SheyOctober 26, 2011

      As the number of smart, sensor-rich IP-enabled devices grows, so does the demand and scramble to secure these connected devices. But no one tech or security vendor can do it alone. The variety of...

      • Downloads: 344
     
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