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.

Bill Doyle's Research

  • For eBusiness & Channel Strategy Professionals

    Report: Weaning US Investors Off Paper Statements

    The number of investors who receive statements and other account communications on paper through the mail continues to fall. Yet most investors still receive paper. Why? Many say they need paper...

    • Downloads: 122
    • Comments: 1
  • For eBusiness & Channel Strategy Professionals

    Report: Customer Advocacy 2013: How US Consumers Rate Their Financial Services Firms

    For 10 years Forrester has shown that customer advocacy — the perception on the part of customers that their firm does what's best for them, not just the firm's own bottom line — is ...

    • Downloads: 385
  • For eBusiness & Channel Strategy Professionals

    Report: Trends 2013: Digital Wealth Management

    Digital touchpoints have become the channel of choice for most investors worldwide. Despite this massive shift in channel preferences, few wealth management firms dedicate substantial resources ...

    • Downloads: 591
  • For eBusiness & Channel Strategy Professionals

    Report: Must-Have Features For Public Sites Of Wealth Management Firms

    The Web is now the most popular channel for US consumers researching investment products: More buyers of products like individual retirement accounts (IRAs), mutual funds, and exchange-traded fu...

    • Downloads: 274
  • For eBusiness & Channel Strategy Professionals

    Report: Customer Advocacy Q2 2012: How US Consumers Rate Their Financial Services Firms

    When customers feel that a financial services firm acts in their best interest, they are willing to invest more, borrow more, and buy more products from that firm. We call this corporate trait "...

    • Downloads: 507
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report: Topic Overview: Customer Advocacy

    Forrester's research shows that a key driver of deeper customer relationships is a trait we call "customer advocacy" — the perception on the part of customers that a firm does what's best ...

    • Downloads: 1637
  • For eBusiness & Channel Strategy Professionals

    Report: Customer Advocacy 2008: How US Consumers Rate Their Banks, Brokerages, And Insurers

    Consumers who rate their financial services providers high on customer advocacy are more likely to consider those firms for additional financial products. USAA customers give their firm the high...

    • Downloads: 944
  • For eBusiness & Channel Strategy Professionals

    Report: Case Study: Charles Schwab Storms Back By Focusing On Customer Loyalty

    After stumbling badly in the early 2000s, Charles Schwab bounced back, thanks to a strategy built around customer advocacy and loyalty. The strategy of driving organic growth by doing what's rig...

    • Downloads: 957
  • For eBusiness & Channel Strategy Professionals

    Report: Lessons In How To Retain Financial Services Customers

    In times of crisis, smart financial services firms focus on the customers they already have. Smart channel strategy executives do their part by delivering superior customer experiences. At Forre...

    • Downloads: 1031
  • For eBusiness & Channel Strategy Professionals

    Report: The Top Five Trends In Digital Wealth Management For 2012

    Rocketing adoption — by financial advisors and agents as well as investors — is driving five digital trends that will change the wealth management industry. Smart eBusiness managers ...

    • Downloads: 1151
    • Comments: 1
    • Rating:
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