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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39 results in Reports

  • Retail Credit
  • For eBusiness & Channel Strategy Professionals

    Report:French Online Retail Overview, 2012

    French Online Retail Is On The Brink Of A Multichannel Revolution

    France is the third largest online retail market in Europe; although it will continue to mature and grow at a pace outstripping overall retail growth, there are significant changes in store for...

    • Downloads: 596
    • Rating:
  • For Enterprise Architecture Professionals

    Report:Connecting Strategy To Execution

    A Profile Of Enterprise Architecture Award Winner MasterCard And Its Business-Centered EA

    In 2013, MasterCard received one of the five InfoWorld/Forrester Enterprise Architecture Awards for its innovative approach to connecting business strategy to project execution. In a period of...

    • Downloads: 316
    • Rating:
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2013

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

    • Downloads: 1268
    • Comments: 4
    • Rating:
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2014

    Benchmarks: The Customer Experience Maturity Playbook

    How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 1260
    • Comments: 2
    • Rating:
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2014

    Business Case: The Customer Experience Maturity Playbook

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that...

    • Downloads: 410
  • For eBusiness & Channel Strategy Professionals

    Report:2013 US Credit Card Online Sales Rankings

    American Express Takes The Lead With Extensive Functionality

    Credit cards are the top selling financial product in the US, and the majority of credit card applicants apply online. To help eBusiness teams benchmark their credit card sales websites and plan...

    • Downloads: 274
  • For CIO Professionals

    Report:Smart Process Applications Fill A Big Business Gap

    They Will Grow Twice As Fast As The Enterprise Application Market

    Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....

    • Downloads: 845
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Case Study: Santander Consumer USA Wins With A Smart Mobile CRM Implementation Strategy

    What happens when your sales reps blindly make decisions without having the right customer contact information and transaction data at their fingertips to guide them? Santander Consumer USA, a...

    • Downloads: 340
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Alternative Payments Forecast, 2011 To 2016 (US)

    ForecastView Spreadsheet

    Consumer payments by value and and volume for different alternative payment methods, including e-wallet payments, prepaid/stored-value cards, and deferred billing, as well as credit and debit card...

    • Downloads: 8
  • For Security & Risk Professionals

    Report:Big Data In Fraud Management: Variety Leads To Value And Improved Customer Experience

    Forrester defines "big data" as the techniques and technologies that make handling data at extreme scale affordable. The hope is that organizations can mine the huge volume and variety of data they...

    • Downloads: 438
  • For eBusiness & Channel Strategy Professionals

    Report:2012 North American Credit Card Online Sales Rankings

    Royal Bank Of Canada Takes The Top Spot For 2012

    Credit cards are the top selling financial product in both the US and Canada. In the US, the majority of credit card applicants apply online, and in Canada, the percentage is second only to the...

    • Downloads: 402
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Multichannel Home Lending Status Boosts Results

    eBusiness Professionals Must Integrate Mobile Into Loan Processes

    As customers become more comfortable with research and applying for financial products through mobile devices, eBusiness professionals at banks will need to consider how mobile can support...

    • Downloads: 324
    • Comments: 2
    • Rating:
  • For Customer Experience Professionals

    Report:Better Customer Experience Correlates To Higher Net Promoter Scores

    Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

    Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

    • Downloads: 743
    • Rating:
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2012

    Business Case: The Experience-Driven Organization Playbook

    This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

    • Downloads: 2424
    • Comments: 2
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Global Banking Platform Deals 2010: Functionality

    Demand Centers And Functional Heterogeneity Make Selection More Difficult

    Forrester surveyed 23 vendors of globally deployed banking platforms on their 2010 deals. Core banking and channels continue as important factors in many regions. Beyond that, regional functional...

    • Downloads: 501
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2011

    Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels

    Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a...

    • Downloads: 1366
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2012

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

    • Downloads: 3028
    • Rating:
  • For Customer Experience Professionals

    Report:Want Loyalty? Improve Your Call Center Customer Experience

    Call Center Satisfaction Ties To Loyalty Across 11 Industries

    Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

    • Downloads: 929
  • For Enterprise Architecture Professionals

    Report:Case Study: Sallie Mae Drives Data Governance In A Complex Environment

    Sallie Mae is a financial services company specializing in education, offering college savings programs, tuition payment plans, and education loans. In 2006, the firm developed a marketing strategy...

    • Downloads: 413
  • For eBusiness & Channel Strategy Professionals

    Report:2012 Canadian Credit Card Secure Website Rankings

    RBC And CIBC Lead With Critical Functionality

    Despite the rapid rise of mobile and tablet banking, secure websites remain the No. 1 digital touchpoint for credit cardholders interacting with their providers. Before eBusiness professionals at...

    • Downloads: 197
  • For Enterprise Architecture Professionals

    Report:Accelerate Business Change With The Right BPM Tools And Technologies

    Tools And Technology: The Business Process Management Playbook

    Today, business process management (BPM) excellence programs can choose from a variety of technology options to deliver process improvement across the enterprise. Forrester currently segments the BPM...

    • Downloads: 693
    • Rating:
  • For Security & Risk Professionals

    Report:No More Chewy Centers: Introducing The Zero Trust Model Of Information Security

    Vision: The Security Architecture And Operations Playbook

    There's an old saying in information security: "We want our network to be like an M&M, with a hard crunchy outside and a soft chewy center." For a generation of information security professionals,...

    • Downloads: 1956
    • Rating:
  • For Security & Risk Professionals

    Report:Protect Your Competitive Advantage By Protecting Your Intellectual Property From Cybercriminals

    Business Impact: The Data Security And Privacy Playbook

    Protecting customer data such as credit card information, log-in credentials, and personally identifiable information is an important part of enterprise IT security. Such data fuels a large and...

    • Downloads: 551
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:2013 Canadian Credit Card Online Sales Rankings

    Royal Bank Of Canada Takes The Top Spot For 2013

    Credit cards are the top selling financial product in Canada, where the proportion of credit card applicants who apply online is second only to the branch. To help eBusiness teams benchmark their...

    • Downloads: 143
  • For eBusiness & Channel Strategy Professionals

    Report:2012 US Credit Card Secure Website Rankings

    Discover Financial Services Takes The Top Spot With Robust Functionality And Strong User Experience

    Despite the rapid rise of mobile and tablet banking, secure websites remain the No. 1 digital touchpoint for credit cardholders interacting with their providers. Before eBusiness professionals at...

    • Downloads: 345
    • Rating: