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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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117 results in Reports

  • IT Measurements

  • For CIO Professionals

    Report:Inquiry Spotlight: Making Sense Of Scorecards, Dashboards, And Metrics

    Craig SymonsOctober 29, 2010

    Forrester's inquiry analysis shows that evolving IT performance measurement and metrics has been near the top of most CIOs' to-do lists as they struggle to measure and communicate the value that IT...

    • Downloads: 787

  • For eBusiness & Channel Strategy Professionals

    Report:Travel Website Functionality Benchmark 2011: Four-Star Hotel Chains

    Henry H. HarteveldtMay 13, 2011

    Forrester estimates that, in 2011, hotels will produce $27 billion in online sales from US leisure and unmanaged business travelers. Not bad, but how much better could that be? To help travel firms...

    • Downloads: 713

  • For Infrastructure & Operations Professionals

    Report:Building The Always-On, Always-Available Extended Enterprise

    Three Steps To Get You On The Path To Running 24x7x365 Services

    Rachel A. DinesFebruary 01, 2012

    The extended enterprise of internal employees to external customers, partners, and suppliers expect services to be delivered to them 24x7x365 in a seamless fashion. But running an always-on,...

    • Downloads: 346

  • For Application Development & Delivery Professionals

    Report:Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook

    Kate LeggettAugust 21, 2012

    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: 561
    • Rating:

  • For CIO Professionals

    Report:Build A Financial Plan That Supports BT Strategy

    Budgets: The BT Strategic Planning Playbook

    Craig SymonsJune 15, 2012

    Understanding the difference between the costs to run the business and the costs to grow or change the business is crucial to effective technology investment budgeting. In addition, the way these...

    • Downloads: 692
    • Rating:

  • For Enterprise Architecture Professionals

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

    Metrics: The EA Practice Playbook

    Alex Cullen, Tim DeGennaroMay 15, 2012

    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: 589
    • Rating:

  • For Infrastructure & Operations Professionals

    Report:Develop Your Business Technology Resiliency Balanced Scorecard

    Performance Management: The Business Technology Resiliency Playbook

    Rachel A. DinesApril 30, 2012

    This report outlines Forrester's solution for developing effective objectives and metrics for business technology resiliency (BTR) programs. The current state of BTR metrics is unsatisfactory —...

    • Downloads: 424
    • Rating:

  • For Marketing Leadership Professionals

    Report:The State Of Consumers And Technology: Benchmark 2011, US

    North American Consumer Technographics®

    Gina SverdlovNovember 02, 2011

    This report is a graphical analysis of Forrester's North American Technographics® Online Benchmark Survey, Q3 2011 (US, Canada). It provides a generational overview of US consumers'...

    • Downloads: 1707

  • For Enterprise Architecture Professionals

    Report:Use A Metrics Framework To Drive BPM Excellence

    Performance Management: The Business Process Management Playbook

    Craig Le ClairSeptember 21, 2012

    Advancing technology for business process management (BPM) and analytics is allowing broader and deeper treatment of performance metrics. As a result, defining and using performance metrics is an...

    • Downloads: 454
    • Rating:

  • For Security & Risk Professionals

    Report:Develop Mobile Operations And Security Balanced Scorecards

    Performance Management: The Mobile Security And Operations Playbook

    Christian Kane, Michele PelinoMay 11, 2012

    This report outlines the performance management of Forrester's solution for infrastructure and operations (I&O) executives working on mobile security and operations. This report is designed to help...

    • Downloads: 434

  • For CIO Professionals

    Report:Understand The True Cost Of Cloud Services

    Budgeting And Planning: The Cloud Computing Playbook

    Dave Bartoletti, Andrew ReichmanJune 20, 2012

    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: 1562
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Mass Merchants

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Mass Merchants

    Patti Freeman EvansDecember 19, 2011

    In the large-format mass merchant sector, Wal-Mart and Target have successfully implemented market-leading online retail functionality and connected consumer touchpoints to enhance their customer...

    • Downloads: 486
    • Rating:

  • For Application Development & Delivery Professionals

    Report:Establish Ongoing Processes To Assess Your Business Intelligence Maturity

    Assessment: The Business Intelligence Playbook

    Boris EvelsonJanuary 04, 2013

    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: 260

  • For Marketing Leadership Professionals

    Report:Online Video Best Practice

    Benchmarking Web Sites Using Forrester's Online Video Product Scorecard

    Nick ThomasAugust 05, 2010

    Over the past year, our video strategy series has presented the business case goals and best practices for adding video to your Web site. In this report, we demonstrate how our online video product...

    • Downloads: 1260
    • Rating:

  • For Infrastructure & Operations Professionals

    Report:Avoid Tactical, Narrow Service Management And Automation Strategies

    Strategic Plan: The Service Management And Automation Playbook

    Jean-Pierre GarbaniJanuary 18, 2012

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders to develop their service management and automation (SMA) strategic plan. This is important as the...

    • Downloads: 815
    • Rating:

  • For Application Development & Delivery Professionals

    Report:Introducing ADAM: Forrester's Application Development Assessment Methodology

    Use This Holistic And Actionable Approach To Drive Real Improvement

    Dave West, Mary GerushAugust 26, 2011

    Modern problems require modern solutions. As firms wrestle with transforming application development and delivery to embody business technology (BT), leaders require clear measurements to justify,...

    • Downloads: 792
    • Comments: 3
    • Rating:

  • For CIO Professionals

    Report:Benchmarking Asia Pacific CIOs' Attitudes Toward Cloud Computing

    Tim SheedyMarch 15, 2011

    In mid-2010, Forrester surveyed 598 CIOs and other senior IT managers across Australia, China, Hong Kong, India, Japan, and New Zealand on their current cloud implementations and their plans for and...

    • Downloads: 620

  • For eBusiness & Channel Strategy Professionals

    Report:Benchmarking Australian Banks' Sales Sites, 2010

    Australian Banks Excel In Supporting The Online Application

    Vanessa Niemeyer, Ph.D.October 18, 2010

    Forrester evaluated the public Web sites of the big four Australian retail banks — Australia and New Zealand Banking, Commonwealth Bank of Australia, National Australia Bank, and Westpac...

    • Downloads: 315

  • For CIO Professionals

    Report:Perspectives On Asia's BT Journey

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

    Clement TeoOctober 18, 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: 99

  • For Application Development & Delivery Professionals

    Report:Seven Pragmatic Practices To Improve Software Quality

    Incremental Changes Can Have A Big Impact On Quality

    Mike Gualtieri, Margo VisitacionAugust 11, 2010

    All software has bugs. Application development teams do the best they can to avoid and fix them. But developing quality software is hard. Why? Virtually all application development teams are squeezed...

    • Downloads: 1213

  • For Application Development & Delivery Professionals

    Report:BI On BI: How To Manage The Performance Of BI Initiatives

    Performance Management: The Business Intelligence Playbook

    Boris EvelsonMay 02, 2013

    Business intelligence (BI) is often defined as processes and technologies to manage business performance, with the ultimate goal of making more informed decisions based on real data, not hunches. But...

    • Downloads: 153
    • Rating:

  • For Enterprise Architecture Professionals

    Report:The State Of EA 2013: Information And Business Architecture Take Hold; New Hardships Arise

    Landscape: The EA Practice Playbook

    Tim DeGennaroFebruary 08, 2013

    Since 2009, Forrester's global state of enterprise architecture (EA) online survey has tracked the trends, priorities, and challenges of the EA practice. In our latest survey, the scale of EA value...

    • Downloads: 488
    • Rating:

  • For Infrastructure & Operations Professionals

    Report:Q&A: Impact Of IBM's POWER7 And PowerVM On Workload Optimized Systems Design

    PowerVM Is A Critical Advantage For IBM's Power Systems

    Brad DayAugust 27, 2010

    IBM's POWER7 system — arguably the most dramatic server design development since the first POWER4 dual-core microprocessor architecture — makes advanced virtualization stacks a core...

    • Downloads: 202

  • For Enterprise Architecture Professionals

    Report:Embrace Five Disruptive Trends That Will Reshape BPM Excellence

    Future Look: The Business Process Management Playbook

    Clay Richardson, Craig Le ClairAugust 29, 2012

    Enterprise architects leading business process management (BPM) excellence initiatives live at the crossroads of business strategy and process execution, providing BPM insights to technologists and...

    • Downloads: 679
    • Rating:

  • For Infrastructure & Operations Professionals

    Report:Develop Your Workforce Computing Balanced Scorecard

    Performance Management: The Workforce Enablement Playbook

    Christian Kane, Benjamin GrayJanuary 31, 2013

    This report outlines Forrester's solution for developing effective metrics to measure the performance of your workforce computing initiatives. Identifying and implementing a comprehensive, relevant...

    • Downloads: 122
 
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