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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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12 results in Reports

  • Bill Doyle
  • Financial Services
  • eCommerce Adoption

  • For eBusiness & Channel Strategy Professionals

    Report:Investment Firms Can't Ignore Social Technologies

    Bill DoyleNovember 30, 2009

    No major US investment firm has used social technologies like discussion boards to build an open investor community. But social media adoption is galloping forward, especially among online traders...

    • Downloads: 730

  • For eBusiness & Channel Strategy Professionals

    Report:Getting The Online Auto Insurance Word Out

    Auto Insurance Purchasers Frequently Do Not Know About Online Applications

    Peter Wannemacher, Bill DoyleFebruary 08, 2008

    The number of US online consumers applying for auto insurance over the Internet has more than tripled in the past five years. With such staggering growth, auto insurance eBusiness managers must...

    • Downloads: 582

  • For eBusiness & Channel Strategy Professionals

    Report:Full-Service Wealth Management Firms Neglect The Net At Their Peril

    Bill DoyleApril 21, 2010

    Affluent US investors are managing their money online — but usually not at their full-service firms' sites. Why? Every direct brokerage's Web site is stronger than every full-service firm's...

    • Downloads: 633

  • For eBusiness & Channel Strategy Professionals

    Report:The Social Technographics® Of US Online Bankers

    Bill Doyle, Peter WannemacherMarch 04, 2008

    As consumer adoption of social media rises and alters the relationship between companies and consumers, eBusiness professionals at banks must understand how their online customers use and interact...

    • Downloads: 429

  • For eBusiness & Channel Strategy Professionals

    Report:How US Consumers Research Retirement

    Many Sources Are Used, But Financial Advisors Are Considered Most Helpful

    Bill Doyle, Peter WannemacherApril 28, 2009

    Less than half of US online adults have done retirement research. Consumers who are worried about having enough money to retire are less likely to have done research; investors and older consumers...

    • Downloads: 458

  • For eBusiness & Channel Strategy Professionals

    Report:ING Direct Infiltrates The Brokerage Market With ShareBuilder

    Bill DoyleApril 14, 2008

    ING Direct brought disruptive innovation to banking — and succeeded wildly. With its acquisition of ShareBuilder at the end of last year, ING Direct added a complementary investment business to...

    • Downloads: 393

  • For eBusiness & Channel Strategy Professionals

    Report:How US Online Investors Rate Their Firms On Retirement Planning

    Edward Jones, Independent Advisors, And Vanguard Rank Highest

    Bill Doyle, Peter WannemacherApril 03, 2009

    More than half of all US investors are worried that they won't have enough money to retire comfortably. When we ask clients to rate investment firms' ability to prepare them for retirement, Edward...

    • Downloads: 488

  • For eBusiness & Channel Strategy Professionals

    Report:US Investors Adopt eStatements

    But A Majority Of Investors Still Receive Paper Statements

    Bill Doyle, Elizabeth DavisApril 01, 2008

    The adoption of eStatements for financial products in the US continues to grow. More than half of US online consumers with a brokerage account receive an eStatement. But even among investors who have...

    • Downloads: 396

  • For eBusiness & Channel Strategy Professionals

    Report:US Online Trading Forecast: 2006 To 2011

    Bill DoyleFebruary 01, 2007

    By 2011, Forrester expects 12 million US households to be trading online — a 48% increase over today. The bull market is driving current gains. But other factors will also fuel the growth of...

    • Downloads: 270

  • For eBusiness & Channel Strategy Professionals

    Report:How Canadians Rate Their Investment And Insurance Firms On Retirement Planning

    Top Firms Include Investors Group And RBC Wealth Management

    Bill Doyle, Peter WannemacherFebruary 16, 2010

    With nearly 5 million Canadians headed into retirement in the next 10 years — and younger Canadians beginning to plan for their own retirements — eBusiness and channel strategy...

    • Downloads: 290

  • For eBusiness & Channel Strategy Professionals

    Report:US Investors Continue To Adopt eStatements

    Bill DoyleAugust 21, 2009

    Investor adoption of eStatements continues to inch forward. What's holding back wider adoption of eStatements? Most brokerage clients say that they need a paper statement for their records.

    • Downloads: 251

  • For eBusiness & Channel Strategy Professionals

    Report:What Prospects Want From Investment Firms' Sites

    Prospective Clients Who Research Online Become Great Customers

    Bill DoyleMay 07, 2007

    Investors are increasingly likely to turn to the Web when making decisions about where to put their money. Those who use investment firms' Web sites when choosing a firm turn into more satisfied and...

    • Downloads: 175
 
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