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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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9 results in Reports

  • Bill Doyle
  • Past 18 months

  • For eBusiness & Channel Strategy Professionals

    Report:The Top Five Trends In Digital Wealth Management For 2012

    Mobile, Social, Video, Advice, And Usability Will Change Retail Investing

    Bill DoyleFebruary 09, 2012

    Rocketing adoption — by financial advisors and agents as well as investors — is driving five digital trends that will change the wealth management industry. Smart eBusiness managers will...

    • Downloads: 968
    • Comments: 1
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Which Digital Touchpoints Should You Focus On Now?

    Use The Splinternet Engagement Index To Jumpstart Your Agile Commerce Strategy

    Bill DoyleApril 05, 2012

    This report, originally written for market insights professionals, includes content relevant to eBusiness and channel strategy professionals. Here's why: The golden age of the Web is over. The...

    • Downloads: 574
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers

    Bill DoyleApril 30, 2012

    Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a...

    • Downloads: 594

  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Vanguard Uses Social Media To Learn From Its Clients

    Bill DoyleFebruary 24, 2012

    Adoption of social media among investors is relatively high, but many investment firms have been slow to embrace the medium. The Vanguard Group has had success by using social media to engage with...

    • Downloads: 527
    • Rating:

  • 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

    Bill DoyleFebruary 15, 2012

    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: 457
    • Comments: 1
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Ameriprise Uses LinkedIn To Help Consumers Find Advisors

    Bill DoyleFebruary 22, 2012

    Social media will have an outsized impact on relationship-based businesses like investment firms, life insurers, and private banks. Some of these wealth management firms are piloting programs that...

    • Downloads: 448

  • For eBusiness & Channel Strategy Professionals

    Report:Collaborative Advice

    Using Digital Touchpoints To Enhance Advisor-Client Relationships

    Bill DoyleJuly 11, 2012

    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: 340

  • For eBusiness & Channel Strategy Professionals

    Report:2013 Mobile Wealth Management Functionality Benchmark

    E-Trade And Fidelity Lead The Pack

    Bill DoyleJanuary 16, 2013

    With investor expectations rising and substantial business at stake, digital wealth management teams know they need to improve their portfolios of mobile sites and apps. Forrester evaluated the...

    • Downloads: 305

  • For eBusiness & Channel Strategy Professionals

    Report:More US Investors Adopt eDelivery, But Most Still Get Paper

    Bill DoyleJuly 05, 2012

    Eager to reduce the costs of mailing paper statements and other client communications, investment firms have been promoting electronic delivery (eDelivery) to their customers. It's working: The...

    • Downloads: 175
 
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