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.

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36 results in Reports

  • Bill Doyle
  • Financial Services
  • eCommerce
  • Consumer Technographics
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Investing

    Mobile is the hot channel these days. A number of investment firms have developed mobile apps, and many offer dedicated mobile Web sites. Consumer adoption is ticking up: Today, 11% of investors are...

    • Downloads: 989
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile And Social Technologies Come Late To Wealth Management

    Younger Generations Are Just The First Wave Of Mobile and Social Adopters

    To date, traditional investment and life insurance firms have been insulated from the disruptive forces of mobile and social technologies because their best clients are older. In countries around the...

    • Downloads: 1014
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2009: How Customers Rate US Banks, Investment Firms, And Insurers

    US consumers rate their financial services firms lower than ever in our most recent customer advocacy survey. Investment firms as a group rank lowest as former high-fliers Edward Jones and Vanguard...

    • Downloads: 813
  • For eBusiness & Channel Strategy Professionals

    Report:Investment Firms Can't Ignore Social Technologies

    No major US investment firm has used social technologies like discussion boards to build an open investor community. But social media adoption is galloping forward, especially among online traders...

    • Downloads: 742
  • For eBusiness & Channel Strategy Professionals

    Report:The Web Dominates US Auto Insurance Research

    How Auto Insurers Can Take Advantage Of Consumers' Online Research Habits

    In 2007, nearly 15 million Americans researched auto insurance on the Internet. These US online auto insurance researchers are an attractive group for insurers: They are relatively wealthy,...

    • Downloads: 683
  • For eBusiness & Channel Strategy Professionals

    Report:Which Media Sites Do Financial Consumers Visit?

    Our Data Reveals An Interest In News, Sports And Social Computing

    Reaching consumers means having a presence on the Web sites they visit. Where do banking and brokerage consumers spend their time online? Among media sites, the Weather Channel and local newspapers...

    • Downloads: 558
  • For eBusiness & Channel Strategy Professionals

    Report:How Clients Want To Interact With Financial Advisors

    Younger Consumers Prefer Online Chat, Websites, And Email

    Now more than ever, clients are using new channels to communicate with their financial advisors. Younger clients show a strong preference for communicating with advisors through digital channels like...

    • Downloads: 719
  • For eBusiness & Channel Strategy Professionals

    Report:Getting The Online Auto Insurance Word Out

    Auto Insurance Purchasers Frequently Do Not Know About Online Applications

    The number of US online consumers applying for auto insurance over the Internet has more than tripled in the past five years. With such staggering growth, auto insurance eBusiness managers must...

    • Downloads: 596
  • For eBusiness & Channel Strategy Professionals

    Report:The ROI Of Mobile Investing And Mobile Trading

    Making The Business Case For Mobile Efforts At Wealth Management Firms

    Mobile has become a high priority for eBusiness teams at wealth management and investment firms. In the US, the proportion of online adults who use the mobile channel to manage their investments rose...

    • Downloads: 700
  • For eBusiness & Channel Strategy Professionals

    Report:Full-Service Wealth Management Firms Neglect The Net At Their Peril

    Affluent US investors are managing their money online — but usually not at their full-service firms' sites. Why? Every direct brokerage's Web site is stronger than every full-service firm's...

    • Downloads: 659
  • For eBusiness & Channel Strategy Professionals

    Report:Fidelity Becomes An Online Financial Content Publisher

    Personal Finance News And Commentary Dominate Redesigned Home Page

    Fidelity Investments is launching a new home page more akin to Yahoo! Finance or SmartMoney.com than to any other financial services firm's home page. Fidelity.com will feature hundreds of news...

    • Downloads: 475
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy Q2 2012: How US Consumers Rate Their Financial Services Firms

    Customers Rate Their Banks, Insurers, Investment Firms, And Credit Card Issuers

    When customers feel that a financial services firm acts in their best interest, they are willing to invest more, borrow more, and buy more products from that firm. We call this corporate trait...

    • Downloads: 521
  • For eBusiness & Channel Strategy Professionals

    Report:How US Consumers Research And Buy Investment Products

    Purchasers Have Often Researched Through A Different Channel

    Over the past year, 7% of US online adults have purchased an investment product. While the online channel is the most popular channel for researching, the in-person channel is the most popular for...

    • Downloads: 552
  • For eBusiness & Channel Strategy Professionals

    Report:The Social Technographics® Of US Online Bankers

    As consumer adoption of social media rises and alters the relationship between companies and consumers, eBusiness professionals at banks must understand how their online customers use and interact...

    • Downloads: 436
  • For eBusiness & Channel Strategy Professionals

    Report:How To Create A Site That Appeals To Affluent Investors

    Use Importance And Quality Ratings To Prioritize Improvements To Your Site

    Four out of five US online affluent investors visit their investment firms' websites at least a few times a year. What secure-site features do they value most? Account inquiry features —...

    • Downloads: 567
  • For eBusiness & Channel Strategy Professionals

    Report:US Millionaires Use Multiple Channels To Interact With Their Financial Advisors

    Satisfaction Rises With Range Of Channels Used — Not Just Contact Frequency

    Four in five US millionaires have financial advisors, and they use a variety of channels to communicate with them: three or more, on average, in the past year. Phone and in-person are the most widely...

    • Downloads: 544
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2013: How US Consumers Rate Their Financial Services Firms

    Customers Rate Their Banks, Credit Card Issuers, Insurers, And Investment Firms

    For 10 years Forrester has shown that customer advocacy — the perception on the part of customers that their firm does what's best for them, not just the firm's own bottom line — is the...

    • Downloads: 484
  • For eBusiness & Channel Strategy Professionals

    Report:How US Consumers Research Retirement

    Many Sources Are Used, But Financial Advisors Are Considered Most Helpful

    Less than half of US online adults have done retirement research. Consumers who are worried about having enough money to retire are less likely to have done research; investors and older consumers...

    • Downloads: 477
  • For eBusiness & Channel Strategy Professionals

    Report:How US Online Investors Rate Their Firms On Retirement Planning

    Edward Jones, Independent Advisors, And Vanguard Rank Highest

    More than half of all US investors are worried that they won't have enough money to retire comfortably. When we ask clients to rate investment firms' ability to prepare them for retirement, Edward...

    • Downloads: 510
  • For eBusiness & Channel Strategy Professionals

    Report:ING Direct Infiltrates The Brokerage Market With ShareBuilder

    ING Direct brought disruptive innovation to banking — and succeeded wildly. With its acquisition of ShareBuilder at the end of last year, ING Direct added a complementary investment business to...

    • Downloads: 401
  • For eBusiness & Channel Strategy Professionals

    Report:Collaborative Advice

    Using Digital Touchpoints To Enhance Advisor-Client Relationships

    In the past, financial advisors and agents typically didn't involve clients in the advice generation process. They worked their magic behind the scenes and then presented clients with the final...

    • Downloads: 485
  • For eBusiness & Channel Strategy Professionals

    Report:US Investors Adopt eStatements

    But A Majority Of Investors Still Receive Paper Statements

    The adoption of eStatements for financial products in the US continues to grow. More than half of US online consumers with a brokerage account receive an eStatement. But even among investors who have...

    • Downloads: 404
  • For eBusiness & Channel Strategy Professionals

    Report:What Morgan Stanley Smith Barney Must Do Now

    The Combined Firm Needs Better Electronic Channels For Advisors And Clients And Needs To Abandon The "House Brand" Financial Supermarket Model

    To succeed with today's investors, Morgan Stanley Smith Barney will need more than an advisor army; it must do a better job for clients. Today's clients — and their advisors — need better...

    • Downloads: 382
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Trading Forecast: 2006 To 2011

    By 2011, Forrester expects 12 million US households to be trading online — a 48% increase over today. The bull market is driving current gains. But other factors will also fuel the growth of...

    • Downloads: 272
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2009: How Customers Rate Canadian Banks

    Scores Drop Overall, But RBC Rises And Credit Unions Lead

    Customer advocacy — the extent to which a firm's customers believe it does what's best for them rather than its own bottom line — is a key predictor of customer retention and growth....

    • Downloads: 309