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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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48 results in Reports

  • Forrsights For Business Technology
  • Financial Services

  • For Application Development & Delivery Professionals

    Report:Global Banking Platform Deals 2009: Regions And Functionality

    A Cold Breeze And Only One Hot Region Characterize The 2009 Market

    Jost HoppermannAugust 19, 2010

    Forrester surveyed 17 vendors of globally deployed banking platforms on their 2009 deals. The regional analysis shows that Asia Pacific has been the single highly active region. Most of the remaining...

    • Downloads: 476

  • For Security & Risk Professionals

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

    Business Impact: The Data Security And Privacy Playbook

    Heidi SheyJuly 13, 2012

    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: 398
    • Rating:

  • For Marketing Leadership Professionals

    Report:Investing In Tech Marketing, 2011

    Introducing The Forrester Marketing Flywheel For Assessing Budget Allocations

    Peter BurrisFebruary 01, 2011

    The tech industry is returning to expansion mode, and tech marketers must gear up to drive profitable revenue growth for their companies. However, unlike previous generations of tech industry growth,...

    • Downloads: 852

  • For Security & Risk Professionals

    Report:Q&A: Cyberinsurance Fundamentals For Security And Risk Professionals

    Andrew RoseJuly 11, 2012

    Since cyberinsurance first emerged in the late '90s, the number of available policies, the scope of those policies, and the number of insurers offering them have all significantly increased. Due to...

    • Downloads: 54

  • For Security & Risk Professionals

    Report:Five Steps To Build An Effective Threat Intelligence Capability

    Tools And Technology: The Security Architecture And Operations Playbook

    Rick HollandJanuary 15, 2013

    Against today's mutating threat landscape and sophisticated cybercriminals, security and risk (S&R) professionals are outgunned and outmatched. The traditional strategy of waiting for an alert and...

    • Downloads: 490
    • Comments: 2
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Tech Opportunities In The North American Insurance Industry

    Emerging Technologies Spur New Insurer Thinking And New Vendor Applications

    Ellen CarneyDecember 12, 2011

    North American insurers are reorienting from business as usual, where actuaries and underwriter drive product creation and sales, to a "business-as-unusual" model in which insurers sell a customer...

    • Downloads: 808

  • For CIO Professionals

    Report:Business Process Initiatives Focus On Customer Experience And Cost Reduction

    Alexander Peters, Ph.D., Derek MiersSeptember 22, 2011

    These data charts are based on the Q2 2011 Global Forrester/IQPC Business Process Maturity Online Survey.

    • Downloads: 36

  • For Application Development & Delivery Professionals

    Report:Get To Know Your 2010 Business Analysts

    Mary GerushJanuary 31, 2011

    In Q3 2010, Forrester Research and the International Institute of Business Analysis (IIBA) partnered to survey 1,461 business analysts (BAs), systems analysts, software requirements engineers, and...

    • Downloads: 26

  • For Enterprise Architecture Professionals

    Report:Trends In Aligning Capabilities, Skills, And Tools For BPM COE Programs

    Clay RichardsonJanuary 27, 2012

    These data charts present the results of Forrester's 2011 BPM Center Of Excellence Online Survey.

    • Downloads: 42

  • For CIO Professionals

    Report:Process-Driven Transformation Will Depend On Stronger Business-IT Partnerships

    How IT Will Forge Lasting Relationships With Process Owners And Process Teams

    Connie MooreSeptember 11, 2012

    Business process transformation requires an unprecedented level of collaboration among business owners, process teams, and IT, three groups not accustomed to working together. IT usually limits...

    • Downloads: 468

  • For CIO Professionals

    Report:Master 10 Trends For Your Cloud Journey

    Road Map: The Cloud Computing Playbook

    James Staten, Lauren E. NelsonMay 10, 2012

    Early in 2011, Forrester made a series of predictions about the future of cloud computing for that year. With 2012 now upon us, it's time to evaluate last year's predictions and introduce new...

    • Downloads: 2286
    • Rating:

  • For Application Development & Delivery Professionals

    Report:SOA Is Anything But Dead In Financial Services

    Findings From Our 2010 Financial Services Architecture Online Survey

    Jost HoppermannDecember 08, 2010

    During the summer of 2010, Forrester surveyed 80 IT decision-makers in financial services (FS) firms in Europe, North America, and select countries in other regions, including Australia, Japan, and...

    • Downloads: 456

  • For Application Development & Delivery Professionals

    Report:Financial Services Firms Again Seek To Renew Their Application Landscape

    Findings From Our Q3 2010 Global Financial Services Architecture Online Survey

    Jost HoppermannNovember 08, 2010

    During the summer of 2010, Forrester surveyed 80 IT decision-makers in financial services (FS) firms in Europe, North America, and, for example, Australia, Japan, and South Africa. Our findings show...

    • Downloads: 546

  • For Application Development & Delivery Professionals

    Report:Financial Services Firms' Technology Stacks Indicate A Desire For Vendor Independence

    Findings From Forrester's Q3 2010 Global Financial Services Architecture Online Survey

    Jost HoppermannMarch 10, 2011

    Forrester's Q3 2010 Global Financial Services Architecture Online Survey shows that financial services firms fall into two groups: One focuses on single vendor technology stacks, allowing for easier...

    • Downloads: 419

  • For Application Development & Delivery Professionals

    Report:Virtualization In Greater China 2010 To 2011: End User Adoption Trends

    Michael BarnesSeptember 15, 2011

    This report provides an overview of virtualization end user adoption trends in Greater China. It focuses not only on adoption trends but also on deployment patterns, demand drivers, adoption...

    • Downloads: 19

  • For CIO Professionals

    Report:Industry Contexts And Constraints Diversify Approaches To Bring-Your-Own-Technology

    Pharmaceuticals, High-Tech, Professional Services, And Education Will Lead BYOT Adoption In The Coming Years

    Connie Moore, Jamie WarnerDecember 13, 2012

    This report examines how and why bring-your-own-technology (BYOT) varies across 20 industries. BYOT will remain a thorny issue for CIOs in every industry, geographic region, and company size over the...

    • Downloads: 252

  • For CIO Professionals

    Report:Budgets And Priorities: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    Craig SymonsJanuary 15, 2013

    CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

    • Downloads: 448
    • Rating:

  • For Application Development & Delivery Professionals

    Report:Balancing Custom And Packaged Apps In Your Application Portfolio Strategy

    George LawrieAugust 08, 2011

    Conventional wisdom suggests buying before building software. However, as an increasing proportion of product and service value is digital — think of a naval vessel's operation system (Windows...

    • Downloads: 611

  • For Application Development & Delivery Professionals

    Report:Global Banking Platform Deals 2010: Functionality

    Demand Centers And Functional Heterogeneity Make Selection More Difficult

    Jost HoppermannMay 26, 2011

    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: 481

  • For CIO Professionals

    Report:Smart Process Applications Fill A Big Business Gap

    They Will Grow Twice As Fast As The Enterprise Application Market

    Andrew Bartels, Connie MooreAugust 08, 2012

    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: 641
    • Rating:

  • For CIO Professionals

    Report:SharePoint Adoption: Content And Collaboration Is Just The Start

    Driving A SharePoint-Based Information Workplace Will Challenge C&C Pros

    Rob Koplowitz, John R. RymerSeptember 30, 2011

    Microsoft SharePoint is poised for broader adoption as an Information Workplace platform. While most use it for content and collaboration (C&C) needs today, the platform's broad, integrated...

    • Downloads: 1378
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2012: North American Insurance eBusiness And Channel Strategy

    The Age Of The Customer Drives Four Insurance eBusiness Mega Trends

    Ellen CarneyMarch 15, 2012

    Four market forces are putting the squeeze on insurance eBusiness professionals in 2012. What should eBusiness and channel strategy executives be thinking about as they forge ahead this year? This...

    • Downloads: 1107
    • Rating:

  • For Application Development & Delivery Professionals

    Report:2011 Integration Survey, Part One: Solution Deployments

    ESBs Are The Most Popular Choice

    Ken VollmerJune 21, 2011

    Enterprise service buses (ESBs), comprehensive integration solutions (CISes), and integration appliances offer a range of overlapping features to meet integration challenges. Forrester recently...

    • Downloads: 595

  • For Application Development & Delivery Professionals

    Report:The State Of Application Development In Enterprises And SMBs

    Forrsights North America And Europe

    Jeffrey S. HammondApril 11, 2011

    Forrester surveyed 933 technology decision-makers and approximately 2,500 developers at North American and European enterprises and small and medium-size businesses (SMBs) to understand the state of...

    • Downloads: 1296

  • For CIO Professionals

    Report:2010 IT Budget Allocations: Planning For 2011

    Baseline Spending Allocation Figures For Comparison

    Tim DeGennaroNovember 17, 2010

    During this time of year, Forrester receives a large number of requests for information about IT budget allocations. As CIOs and their planning teams engage in creating next year's IT budget, it is...

    • Downloads: 1566
 
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