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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179 results in Reports

  • Measurement
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2012: US Online Grocers

    Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

    Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

    • Downloads: 456
  • For Application Development & Delivery Professionals

    Report:Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook

    This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service metrics. This report...

    • Downloads: 877
  • 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: 300
  • 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: 158
  • For Sales Enablement Professionals

    Report:Evaluate Your Channel Partner Loyalty Initiative

    Benchmarks: The Channel Partner Loyalty Playbook

    In 2012, Forrester surveyed channel professionals to get a pulse on the progress vendors are making toward successfully building channel partner loyalty programs. The results show that the majority...

    • Downloads: 254
  • For Application Development & Delivery Professionals

    Report:Agility At Enterprise Scale

    How To Apply Agile Methodology To ERP

    Unlike custom apps, packaged apps don't require extensive requirements gathering. In fact, application development and delivery (AD&D) teams only usually gather "requirements" in the conference room...

    • Downloads: 213
  • For Enterprise Architecture Professionals

    Report:Forrester's BA Performance Management: Tool

    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: 36
  • For Enterprise Architecture Professionals

    Report:Measure EA's Business Goals, Engagement, And Influence

    Metrics: The EA Practice Playbook

    This report outlines the metrics for enterprise architecture (EA) impact of Forrester's solution for EA executives building a high-performance EA program. Developing and executing a metrics and...

    • Downloads: 849
  • For CIO Professionals

    Report:Measuring BT Governance Outcomes Through Balanced Scorecards

    The BT Governance Collection: Communications

    Implementing strong business technology (BT) governance is on the agenda for many organizations as they continue the seemingly endless pursuits of aligning IT and business strategy, getting more...

    • Downloads: 322
  • 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: 267
  • For CIO Professionals

    Report:Brief: Technology Management's Checklist For Improving Customer Experience

    Five Critical Actions CIOs Should Take

    The advent of mobile and digital mechanisms for engaging customers has highlighted the increasingly crucial relationship between technology management and customer experience. However, the specifics...

    • Downloads: 147
  • 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: 508
  • 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: 581
  • 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 Application Development & Delivery Professionals

    Report:Justify Agile With Shorter, Faster Development

    Business Impact: The Agile And Lean Playbook

    This report outlines the business impact of Forrester's solution for application development and delivery (AD&D) executives looking to implement Agile and Lean. It is designed to help AD&D execs...

    • Downloads: 1401
  • For Security & Risk Professionals

    Report:Seven Habits Of Highly Effective Incident Response Teams

    Given the continued metastasizing of the threat landscape, it comes as no surprise that enterprises should possess mature incident response capabilities that are built on staff, augmented by...

    • Downloads: 557
  • For Enterprise Architecture Professionals

    Report:Benchmarking Your Records Management Program

    Forrester Research And ARMA International Records Management Online Survey, Q3 2012

    Decision-makers report big spending plans for their records management (RM) programs over the next year. Strong RM programs continue to target traditional compliance and information access...

    • Downloads: 349
  • For Sourcing & Vendor Management Professionals

    Report:Align IT Services Metrics With Relationship Goals

    There are almost as many ways to measure service providers as there are service providers themselves. But more is not necessarily better when measuring service partners — as the more that you...

    • Downloads: 732
  • For Infrastructure & Operations Professionals

    Report:Brief: Strategic Benchmarks 2014: Storage

    Infrastructure and operations (I&O) executives and their engineering teams often ask Forrester for technology adoption data to understand which new innovations their peers have adopted to manage fast...

    • Downloads: 239
  • For Application Development & Delivery Professionals

    Report:Establish Ongoing Processes To Assess Your Business Intelligence Maturity

    Assessment: The Business Intelligence Playbook

    Forrester's business intelligence (BI) maturity self-assessment model helps BI professionals quickly assess the maturity of their current-state environments. It also allows BI pros to benchmark their...

    • Downloads: 572
  • 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: 226
  • For eBusiness & Channel Strategy Professionals

    Report:Benchmarking B2B eCommerce Sales And Marketing Initiatives

    Benchmarks: The B2B eCommerce Playbook

    Forrester partnered with Internet Retailer magazine to survey business-to-business (B2B) eCommerce professionals and produce first-of-their-kind sell-side B2B eCommerce benchmarks. The survey...

    • Downloads: 324
  • 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: 445
  • For Marketing Leadership Professionals

    Report:"Owner" And "Sponsor" B2B Community Success Metrics

    The Right Way For Tech Marketers To Measure Effectiveness

    As a B2B social marketer in charge of either owner or sponsor strategy communities, meaning communities that you operate — and fund — on your domain, you need to be able to set...

    • Downloads: 281
  • For CIO Professionals

    Report:Perspectives On Asia's BT Journey

    Insights From Asian CIOs At Forrester's CIO Summit APAC 2012

    CIOs in Asia face an inconvenient truth: transform or be overwhelmed by the forces of change. These forces include the consumerization of IT, "everything-as-a-service," enterprise mobility, big data,...

    • Downloads: 123