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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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17 results in Reports

  • Julie A. Ask
  • Past 18 months

  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Mandate For eBusiness Professionals

    Business Case: The Mobile eBusiness Playbook

    Julie A. AskMay 01, 2012

    Mobile offers eBusiness professionals the opportunity to engage with consumers at every step of their purchasing journeys, from upper-funnel demand generation through replenishment or repeat...

    • Downloads: 888
    • Comments: 1
    • Rating:

  • Report:Augmented Reality: Emerging Tools To Explore

    eBusiness Pros Should Evaluate The Use Of Mobile Augmented Reality To Simplify Services

    Julie A. AskDecember 22, 2011

    Mobile augmented reality (AR) is on the verge of becoming a powerful tool that eBusiness professionals can use to engage consumers all the way through their purchase journey. The use of augmented...

    • Downloads: 626
    • Rating:

  • For CIO Professionals

    Report:CIO: The Future Of Mobile Is Context

    Building A Foundation To Enable Next-Generation Mobile Services

    Ted Schadler, Julie A. AskDecember 20, 2011

    CIOs that Forrester interviewed understand the potential of context and are building the foundational infrastructure needed to support the use of context across consumer touchpoints — not just...

    • Downloads: 763
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:The Future Of Mobile eBusiness Is Context

    Vision: The Mobile eBusiness Playbook

    Julie A. AskMay 01, 2012

    Consumers will adopt and use convenient services and products. In mobile, this translates to services that offer immediacy and simplicity through a highly contextual experience. The ability to...

    • Downloads: 1613

  • For eBusiness & Channel Strategy Professionals

    Report:2012 Mobile Trends For eBusiness Professionals

    Julie A. Ask, Thomas HussonMay 02, 2012

    Talk of "the year of mobile" is not only passé but also irrelevant. The disruptive forces of mobile arrived more than two years ago and will fundamentally change businesses in the decades to...

    • Downloads: 2552

  • For eBusiness & Channel Strategy Professionals

    Report:Boost Customer Relationships Through Mobile Services

    Executive Overview: The Mobile eBusiness Playbook

    Julie A. Ask, Patti Freeman EvansMay 01, 2012

    eBusiness and channel strategy professionals are faced with the challenge of an ever more connected consumer. Yet only recently have they begun to set mobile strategies in place. The mobile eBusiness...

    • Downloads: 732
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Executing End-To-End Mobile Services

    Best Practices: The Mobile eBusiness Playbook

    Julie A. Ask, Patti Freeman EvansMay 10, 2012

    Mobile technologies are tactics — not strategies in themselves. Too often mobile services conversations start with "let's build an app." Instead, decisions like these should only be undertaken...

    • Downloads: 849
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Mobile eBusiness Key Performance Measurements

    Benchmarks: The Mobile eBusiness Playbook

    Carrie Johnson, Julie A. AskMay 17, 2012

    Like mobile measurement, mobile benchmarking is still in its infancy. Hard-to-come-by benchmarks challenge eBusiness and channel strategy professionals to understand how their investment levels...

    • Downloads: 599
    • Rating:

  • For Application Development & Delivery Professionals

    Report:The Future Of Mobile Application Development

    Vision: The Mobile App Development Playbook

    Jeffrey S. Hammond, Julie A. AskJanuary 17, 2013

    With more than 1 billion smartphones worldwide, and tablets numbering in the hundreds of millions, the scope of the mobile revolution rivals that of the move from monolithic systems to client/server...

    • Downloads: 1337
    • Comments: 1
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:The Future Of Mobile Messaging

    eBusiness Professionals Must Prepare For New Messaging Paradigms

    Julie A. AskAugust 15, 2012

    Mobile messaging is somewhat dull today, but it is on the verge of becoming more interesting as it transitions from a nuts-and-bolts telecom model to an Internet model with rich feature sets....

    • Downloads: 537
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:2013 Mobile Trends For eBusiness Professionals

    Landscape: The Mobile eBusiness Playbook

    Julie A. Ask, Thomas HussonFebruary 13, 2013

    With more than 1 billion smartphones in consumers' pockets at the beginning of 2013, mobile is driving a second Internet revolution that's even more profound than the first one. Mobile creates new...

    • Downloads: 652
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Strategic Staffing For Mobile eBusiness

    Patti Freeman Evans, Carrie Johnson, Peter Wannemacher, Julie A. Ask, Jonathan BrowneMay 09, 2012

    As mobile adoption increases, eBusiness and channel strategy professionals are challenged to determine how these devices integrate with their existing sales and service channels. It is imperative...

    • Downloads: 353
    • Rating:

  • For Marketing Leadership Professionals

    Report:Text Messaging (SMS) Overview: The Workhorse Of Mobile

    Broad Reach Among Consumers Demands That Mobile Messaging Is In The Mix

    Julie A. AskMarch 07, 2012

    Ten to 15 years ago, SMS offered the only pragmatic mobile data service: it had broad reach, standardization, and carrier interoperability. Today, companies have more choices including application...

    • Downloads: 630
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Messaging Vendor Overview

    Making Smart Decisions To Support Your Business Needs

    Julie A. AskJuly 13, 2012

    This report is a mobile messaging vendor overview designed to provide a framework for narrowing the list of potential vendors that are well suited to meet the needs of your business. Rather than an...

    • Downloads: 656
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Technologies That Drive Sales

    Tools And Technology: The Mobile eBusiness Playbook

    Julie A. Ask, Jeffrey S. HammondAugust 10, 2012

    New phone features and capabilities are cropping up seemingly by the day. At the same time, this fast-paced change is dramatically affecting how eBusiness professionals interact with their teams and...

    • Downloads: 1321
    • Rating:

  • For Marketing Leadership Professionals

    Report:2012 Mobile Trends For CPS Professionals

    Thomas Husson, Julie A. AskFebruary 09, 2012

    Talk of "the year of mobile" is not only passé but also irrelevant. The disruptive forces of mobile arrived more than two years ago and will fundamentally change businesses in the decades to...

    • Downloads: 726
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Technology Adoption

    A Benchmarking Guide For eBusiness Professionals

    Julie A. AskOctober 03, 2012

    Mobile technology for both hardware and software is experiencing a frenetic pace of change. What table stakes or "being in the game" means is constantly moving. eBusiness professionals have procured...

    • Downloads: 1023
    • Rating:
 
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