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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185 results in Reports

  • Measurement
  • For Enterprise Architecture Professionals

    Report:EA Isn't Meeting The Demand For New Technology

    Benchmarks: The Emerging Technology Playbook

    Your business is relentlessly pursuing opportunities to win, serve, and retain customers, and demanding new technology to do it. Meanwhile, enterprise architecture (EA) professionals are struggling...

    • Downloads: 279
  • For eBusiness & Channel Strategy Professionals

    Report:Online Customer Service Functionality Benchmark: US Airlines

    The Best And Worst Of Online Customer Service Among The Top Four US Airlines

    Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

    • Downloads: 583
  • For Infrastructure & Operations Professionals

    Report:Avoid Tactical, Narrow Communications And Collaboration Infrastructure Strategies

    Strategic Plan: Communications And Collaboration Infrastructure Playbook

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders developing a communications and collaboration infrastructure (CCI) strategic plan. Developing such a plan...

    • Downloads: 360
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Mobile Banking Functionality Benchmark

    Chase And U.S. Bank Top Our Review Of US Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the five largest retail banks in the US across more than 35 criteria. The banks have...

    • Downloads: 342
  • For Sourcing & Vendor Management Professionals

    Report:Getting The Most Out Of Your Midsized Offshore Supplier

    A Survey Of Select Client References Reveals Key Governance Imperatives To Optimize Your Engagements With Smaller Providers

    Forrester's earlier report, "The Changing Value Proposition For Midsized Outsourcers" establishes how midsized outsourcing vendors may become increasingly relevant in a marketplace where clients...

    • Downloads: 131
  • For Application Development & Delivery Professionals

    Report:Refocus The Digital Experience Technology Investment Discussion

    Business Case: The Digital Experience Delivery Playbook

    As the age of the customer progresses, the skyrocketing demand for technology for digital experience delivery adds a new twist to justification discussions for tech spending. This means...

    • Downloads: 489
  • For Application Development & Delivery Professionals

    Report:Optimize Your BI Strategy To Generate Maximum Business Value

    Strategic Plan: The Business Intelligence Playbook

    Making the right information available to the right person at the right time is more important than ever in today's fast-changing competitive environment. Business intelligence (BI) is necessary to...

    • Downloads: 458
  • For Enterprise Architecture Professionals

    Report:Brief: Digital Business Requires Different Organizational Ways Of Working

    EA Professionals Must Leverage Networks To Help Their Business In Digital Transformation

    We're in the era of digital business, where technology-empowered customers and business relationships require new operating models. Because customers are in charge, businesses must become more agile....

    • Downloads: 121
  • For Application Development & Delivery Professionals

    Report:Forrester's Business Application Benchmark Self-Assessment Tool

    Application development and delivery professionals should benchmark their application portfolios and governance processes to help their stakeholders understand how investing in applications...

    • Downloads: 21
  • For Enterprise Architecture Professionals

    Report:Laying The Foundation For Continuous Improvement

    Benchmarks: The Strategic Planning And Portfolio Playbook

    To succeed in an increasingly digital word, companies feel pressure to shift their vision to customer-focused strategies and are struggling with the transition. While leaders recognize the need to...

    • Downloads: 144
  • For Sourcing & Vendor Management Professionals

    Report:Best Practices For Continuous Improvement In Outsourcing

    Continuous Improvement: The Services Sourcing Playbook

    Many outsourcing relationships don't evolve much because they are lacking continuous improvement (CI), one of the important elements in outsourcing contracts. IT organizations want to keep their...

    • Downloads: 326
  • For CIO Professionals

    Report:Winning The Customer Experience Game

    Best Practices For CIOs

    Customer experience (CX) is too often thought of in terms of the IT help desk. But CIOs and their IT teams are increasingly being challenged with improving the customer experience for the...

    • Downloads: 553
  • For CIO Professionals

    Report:Measuring Your Workforce Experience: Use Customer Experience Insight As Your Guide

    Performance Management: The Workforce Experience Playbook

    Finding and retaining the best talent is hard. Identifying the engaged workers who will deliver the kinds of results and customer outcomes you need is even harder. Knowing what the future will bring...

    • Downloads: 289
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Luxury Department Stores

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Luxury Department Stores

    Forrester applied its Website Functionality Benchmark evaluation methodology to the top four US luxury department stores: Barneys New York, Neiman Marcus, Nordstrom, and Saks Fifth Avenue. These...

    • Downloads: 584
  • For Marketing Leadership Professionals

    Report:Benchmarking Social Marketing Efforts In China

    Marketing leadership professionals work hard to win hypersocial Chinese consumers, but most don't know whether their social marketing efforts in China are keeping pace with those of their peers at...

    • Downloads: 161
  • For Infrastructure & Operations Professionals

    Report:Strategic Benchmarks 2014: Data Center Strategy

    Today, infrastructure and operations (I&O) professionals have the freedom to select from an ever-expanding buffet of data center tools, technologies, and sourcing options. I&O leaders must...

    • Downloads: 260
  • For Infrastructure & Operations Professionals

    Report:Develop A Strategy To Transform Your IT Infrastructure And Operations Practice

    Strategic Plan: The I&O Practice Playbook

    The writing is on the wall: As-a-service technology, tech-savvy workers, and increased business complexity are widening the gap between business demand and traditional IT supply. This era is making...

    • Downloads: 545
  • For CIO Professionals

    Report:The Future Of Business Technology Governance

    The BT Governance Collection: Principles And Strategies

    "Good" technology governance is business technology (BT) governance — a conscious effort by senior executives to establish strategies, structures, processes, and measurements for the management...

    • Downloads: 911
  • For Enterprise Architecture Professionals

    Report:Align Application Rationalization Metrics To Your Objectives And Drivers

    Enterprises start application rationalization initiatives, but after the low-hanging fruit of little used business applications, they find it a struggle to progress. There are many root causes...

    • Downloads: 299
  • For Application Development & Delivery Professionals

    Report:Drive Business Agility And Value By Increasing Your API And SOA Maturity

    Forrester's Eight Central Elements Of Service-Based Maturity Provide A Foundation For Achieving Business Agility Via APIs And SOA

    Effective strategies for service-oriented architecture (SOA) and application programming interfaces (APIs) require maturity on multiple fronts. Application development teams and solution architects...

    • Downloads: 529
  • For Enterprise Architecture Professionals

    Report:User Needs Drive A Solid ECM Business Case

    Business Case: The Content Management Playbook

    Creating the right business case for your enterprise content management (ECM) implementation requires aligning user needs with technology capabilities. Technology-driven projects have failed due to a...

    • Downloads: 310
  • For Enterprise Architecture Professionals

    Report:An Effective Performance Management System Improves Your Business Architecture Discipline

    Performance Management: The Business Architecture Playbook

    This report is designed to help business architecture (BA) leaders construct a performance management framework (PMF) that improves the perception and performance of BA teams. Many organizations are...

    • Downloads: 311
  • For Infrastructure & Operations Professionals

    Report:Voice Of The Customer: The Good, The Bad, And The Unwieldy Of DCIM Deployments

    Customers Achieve ROI, But Configuration Is More Difficult Than Expected

    Data center infrastructure management (DCIM) is rapidly emerging as a solution to help IT infrastructure and operations (I&O) professionals improve data center operations and management. As...

    • Downloads: 182
  • For Enterprise Architecture Professionals

    Report:Strategic Performance Management Drives Value Attainment

    Performance Management: The Strategic Planning And Portfolio Playbook

    The success of a business technology strategy requires using feedback about execution to adjust strategy, targets, and the execution process itself. Performance feedback addresses three questions:...

    • Downloads: 236
  • For eBusiness & Channel Strategy Professionals

    Report:Benchmarking Your Growing B2B eBusiness

    Engaged in a never-ending battle for the most effective people, processes, and technologies, business-to-business (B2B) companies must be keenly aware at all times of where they stand versus their...

    • Downloads: 333