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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181 results in Reports

  • Measurement
  • For Security & Risk Professionals

    Report:Understand The State Of Data Security And Privacy: 2013 To 2014

    Benchmarks: Data Security And Privacy Playbook

    Throughout the year, Forrester analysts engage in hundreds of discussions with vendors and end users about data security and privacy. Analysis of B2B survey data from Forrester's Forrsights Security...

    • Downloads: 1583
  • 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: 130
  • For CIO Professionals

    Report:The State Of Workforce Technology Adoption: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    CIOs are responsible for the technology tools and services that make employees productive and successful at work. Too often, the CIO organization must make decisions about devices, software licenses,...

    • Downloads: 335
  • For CIO Professionals

    Report:Forrester's New Tech Management Balanced Scorecard

    Performance Management: The Business Technology Agenda Playbook

    Forrester developed its IT Balanced Scorecard for CIOs almost a decade ago, based on the original Balanced Scorecard framework proposed by Robert S. Kaplan and David P. Norton. Over the years, we...

    • Downloads: 341
  • For Infrastructure & Operations Professionals

    Report:File Storage Costs Less In The Cloud Than In-House

    We Calculate A 74% Cost Reduction, But It's Hard To Compare Apples To Apples

    There's a great deal of hype surrounding cloud delivery models of all flavors, with the assumption that it will usher in a new era of cheaper, better IT. But most I&O organizations struggle to...

    • Downloads: 1068
  • For Application Development & Delivery Professionals

    Report:From Strategy To Execution: Assessing PMO Capabilities In The Age Of The Customer

    Part 1 Of Forrester's Look At Strategic Project Management Offices

    The age of the customer demands that firms completely reassess their project management office (PMO) planning and delivery practices. The traditional focus of PMOs conflicts with the need for speed...

    • Downloads: 462
  • 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: 321
  • For CIO Professionals

    Report:CIOs Are Not Ready To Support Business Innovation

    Benchmarks: The Innovation Playbook

    While innovation is a hot topic among most of the organizations we work with, our recent survey of IT leaders indicates that a minority of firms have formalized their practices and processes. Only...

    • Downloads: 636
  • For Application Development & Delivery Professionals

    Report:Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery...

    • Downloads: 276
  • For Enterprise Architecture Professionals

    Report:BCEA Performance Metrics Address Broader Business Outcomes

    A good enterprise architecture (EA) methodology focuses on business outcomes. Forrester's EA method addresses both business outcomes and business agility, starting with how the business plans to how...

    • Downloads: 306
  • For eBusiness & Channel Strategy Professionals

    Report:2014 European Online Banking Functionality Benchmark

    mBank Offers The Most Extensive Secure Site Functionality

    Digital teams at banks should continuously evaluate their secure websites to look for improvements to online banking content and functionality. These teams want to know how their online banking...

    • Downloads: 134
  • For Application Development & Delivery Professionals

    Report:Benchmark Your BI Environment

    Benchmarks: The Business Intelligence Playbook

    Organizations increasingly realize the necessity of quantitatively measuring the performance of their enterprise software and applications. But quantitative measurements of the performance of...

    • Downloads: 403
  • For Enterprise Architecture Professionals

    Report:BPM Projects Show Good But Varied Performance

    Metrics: The Business Process Management Playbook

    A business process — at its highest level — is any activity that helps an enterprise achieves its goals. Measurement via metrics and comparison via benchmarks are critical to achieving...

    • Downloads: 512
  • 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: 114
  • For Enterprise Architecture Professionals

    Report:Forrester's BA Performance Management: Process Guide

    Many business architecture (BA) leaders have difficulty articulating BA value or defining meaningful metrics to reflect and manage BA efforts. However, BA leaders can define and measure metrics...

    • Downloads: 40
  • For CIO Professionals

    Report:Building BT Governance Capabilities — A Practitioners' Perspective

    The BT Governance Collection: Practitioners' Experiences

    As technologies and markets change rapidly, senior executives need to revisit traditional IT governance. They need to identify and deploy next-generation practices to support the CIO's transition...

    • Downloads: 296
  • For CIO Professionals

    Report:Benchmarking Technology's Effect On Employee Engagement

    Benchmark: The Workforce Experience Playbook

    We've all seen the headlines: "The Nature Of Business Is Changing!" "Employees Demand Flexibility!" "Younger Workers Want To Use Social Tools!" Business leaders study these trends in an effort to...

    • Downloads: 313
  • For CIO Professionals

    Report:Understand The True Cost Of Cloud Services

    Business Case: The Cloud Computing Playbook

    Forrsights surveys show that enterprises are turning to the cloud for speed and lower cost — but are the savings really there? The answer isn't always obvious; it might be that your internal...

    • Downloads: 2186
  • For Analyst Relations Professionals

    Report:Professional Industry Analyst Relations Measurement

    Performance Management: The Industry Analyst Relations Playbook

    Professional measurement is an integral part of fully professional AR; it is not optional. But AR managers get confused about who the measurements are for, as well as what measurements to take, how...

    • Downloads: 368
  • For Application Development & Delivery Professionals

    Report:Align AD&D And Marketing Metrics For Delivery

    Performance Management: The Digital Experience Delivery Playbook

    Marketers have access to a host of customer and business metrics to help them benchmark their success. But when it comes to measuring application development and delivery (AD&D) teams, they look at...

    • Downloads: 137
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: Australian Apparel Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Apparel Retailers

    In Australia, apparel retailers face incredibly challenging conditions, not helped by the emphasis that global online retailers from other countries are placing on this market. To test whether online...

    • Downloads: 209
  • 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: 234
  • 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: 450
  • For Sourcing & Vendor Management Professionals

    Report:Build A Framework To Measure SVM Performance

    Performance Management: The SVM Practice Playbook

    Many sourcing and vendor management (SVM) organizations know they need to identify the right metrics to prove the value of their work. Yet finding the right metrics is a challenge: Every SVM...

    • Downloads: 443
  • For Enterprise Architecture Professionals

    Report:Can You Give The Business The Data That It Needs?

    Benchmarks: The Data Management Playbook

    Business leaders tell Forrester that they don't want more data; they want trusted data and an easier path to understand what it means. To get there, enterprise architects and application developers...

    • Downloads: 455