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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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46 results in Everything

  • Glenn O'Donnell

  • For Application Development & Delivery Professionals

    Report:Augment DevOps With NoOps

    DevOps Is Good, But Cloud Computing Will Usher In NoOps

    Mike Gualtieri, Glenn O'DonnellApril 26, 2011

    Development + operations = DevOps. DevOps denotes better communication and collaboration between application development professionals and infrastructure and operations (I&O) professionals. DevOps...

    • Downloads: 561

  • For Infrastructure & Operations Professionals

    Blog:A Letter To Meg Whitman From The Market

    Glenn O'DonnellNovember 03, 2011

    Dear Meg, Now that you’ve settled into your latest position as the head of Hewlett-Packard, we wish to make a request of you. That request is, “Please take HP back to the greatness it...

    • For Infrastructure & Operations Professionals

      Report:Market Overview: IT Process Automation, Q3 2011

      Embrace IT Process Automation Technology As Your Foundation To Industrial IT

      Jean-Pierre Garbani, Glenn O'DonnellJuly 22, 2011

      The tasks of the IT infrastructure and operations (I&O) professional have become increasingly complex and susceptible to human error. This is a direct consequence of the sheer volume and diversity of...

      • Downloads: 964

    • Charts & Figures results for

    • For Infrastructure & Operations Professionals

      Charts & Figures:Pursue SMA As A Rewarding Career Path

      Glenn O'DonnellMarch 15, 2013

    • For Infrastructure & Operations Professionals

      Report:Prepare For The Industrial Revolution Of I&O

      Glenn O'DonnellFebruary 07, 2011

      Post-recession economics, combined with ever-expanding technology complexity, are quickly rendering established IT systems and operations obsolete and impractical. Follow the lessons of other...

      • Downloads: 691

    • For Infrastructure & Operations Professionals

      Report:Enhance Service Visibility To Reduce MTTR

      Exploding Complexity Mandates The Consolidation Of Tools, People, And Knowledge

      Glenn O'DonnellJune 30, 2011

      IT inexorably moves to more sophisticated models of dynamic services and cloud computing. Unfortunately, the most common operational functions remain less than dynamic and continue to focus on...

      • Downloads: 351
      • Comments: 1
      • Rating:

    • For Infrastructure & Operations Professionals

      Blog:Use Boeing As A Metaphor For Service Excellence

      Glenn O'DonnellFebruary 07, 2013

      Given the recent news about Boeing's 787 Dreamliner, my title may surprise you. Please read on. As I write this, I am in seat 1A of United flight 1607 from Philly to Houston. playing on the...

      • For Infrastructure & Operations Professionals

        Client Inquiry:Application Dependency Mapping Tools

        Glenn O'DonnellJanuary 19, 2012

        Is there a software solution that can perform system application decomposition or reverse engineering? The tool optionally would be able to document all enterprise applications as part of this effort.

        • For Infrastructure & Operations Professionals

          Client Inquiry:Does Forrester Have Any Market Share Data For Microsoft's System Center System Management Products?

          Glenn O'DonnellNovember 23, 2011

          Does Forrester have any market share data for Microsoft's System Center system management products?

          • For Infrastructure & Operations Professionals

            Blog:Please Join Our Landmark ITSM Study

            Glenn O'DonnellApril 12, 2011

            Shortly before the IT Service Management Forum's annual Fusion conference in 2009, Forrester and the US chapter of IT Service Management Forum (itSMF) put the finishing touches on a partnership...

            • For Infrastructure & Operations Professionals

              Blog:New Study Yields Eye-Opening IT Service Management Benefits

              Glenn O'DonnellSeptember 26, 2011

              In April and May of this year, Forrester and the IT Service Management Forum’s US chapter (itSMF-USA) conducted a joint study to assess the state of ITSM. We collected data from 491 qualified...

              • For Infrastructure & Operations Professionals

                Blog:Cisco Buys A Credible Automation Entry Point With NewScale

                Glenn O'DonnellMarch 29, 2011

                Cisco announced today its intent to acquire NewScale, a small, but well-respected automation software vendor. The financial terms were not disclosed, but it is a small deal in terms of money spent....

                • For Infrastructure & Operations Professionals

                  Report:Optimize IT Infrastructure Around Key Workloads

                  Landscape: The IT Infrastructure Playbook

                  Richard Fichera, Andre Kindness, Dave Bartoletti, Glenn O'DonnellSeptember 07, 2012

                  The inside-out approach of engineers focused on technology for its own sake must stop: Your business cares about outcomes and holistic services, not server, storage, and network technologies. For too...

                  • Downloads: 494
                  • Rating:

                • For Infrastructure & Operations Professionals

                  Blog:Suddenly, Dell Is A Software Company!

                  Glenn O'DonnellFebruary 16, 2012

                  The Dell brand is one of the most recognizable in technology. It was born a hardware company in 1984 and deservedly rocketed to fame, but it has always been about the hardware. In 2009, its big Perot...

                  • For Infrastructure & Operations Professionals

                    Blog:Security and Operations Have More In Common Than You Think

                    Glenn O'DonnellOctober 19, 2011

                    There is growing evidence of a harmonic convergence of Infrastructure and Operations (I&O) with Security and it is hardly an accident. We often view them as separate worlds, but it’s obvious...

                    • For Infrastructure & Operations Professionals

                      Report:Turn Big Data Inward With IT Analytics

                      The Future Of Service Monitoring And Management

                      Glenn O'Donnell, Jean-Pierre GarbaniDecember 05, 2012

                      Your business is complex. Big data promises to manage this complexity to make better decisions. But the technology services that run your business are also complex. Many are too complex to manage...

                      • Downloads: 748
                      • Rating:

                    • For Infrastructure & Operations Professionals

                      Client Inquiry:Clarifying The ITIL Definition Of "Value Composition"

                      Glenn O'DonnellJuly 11, 2011

                      According to ITIL (Service Strategy Section 2.2.2), from the customer's perspective, value consists of two primary elements: utility, or fitness for purpose; and warranty, or fitness for use. Utility...

                      • For Infrastructure & Operations Professionals

                        Report:Develop Your Road Map For Service Management And Automation Processes

                        Road Map: The Service Management And Automation Playbook

                        Eveline Oehrlich, Jean-Pierre Garbani, Glenn O'Donnell, Stephen Mann, John RakowskiFebruary 07, 2012

                        This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's...

                        • Downloads: 1401
                        • Rating:

                      • For Infrastructure & Operations Professionals

                        Report:Evolve Your Operations Center For True Service Management

                        John Rakowski, Glenn O'DonnellMarch 01, 2013

                        The operational hub of any well-run and complex organization is a strong operations center. In IT infrastructure and operations (I&O), this function is often fragmented into pockets that tend to be...

                        • Downloads: 173

                      • For Infrastructure & Operations Professionals

                        Report:Workload And Process Automation Must Converge

                        The Next Stage In I&O Industrialization Requires Building An Integrated Automation Management Layer

                        Glenn O'Donnell, Jean-Pierre GarbaniJune 06, 2011

                        Until now, workload automation and run book automation — followed by solutions aimed at automating specific I&O processes — appeared as separate avenues. Today, workload automation uses...

                        • Downloads: 527
                        • Comments: 1
                        • Rating:

                      • For Infrastructure & Operations Professionals

                        Blog:Glenn’s Analyst Relations Champ For 2012 Is …

                        Glenn O'DonnellDecember 20, 2012

                          I will postpone the name of my 2012 winner for a bit. I first want to thank the great AR professionals with whom I have the pleasure of working! For those outside the technology vendor world,...

                        • For Infrastructure & Operations Professionals

                          Report:Become Customer-Centric, Service-Focused, And Automated

                          Future Look: The Service Management And Automation Playbook

                          Glenn O'DonnellFebruary 06, 2012

                          This report outlines the future look of Forrester's solution for IT infrastructure and operations (I&O) leaders planning the future of their service management and automation (SMA) program. This is...

                          • Downloads: 1087
                          • Rating:

                        • For Infrastructure & Operations Professionals

                          Blog:Dell Is On A Quest For Software

                          Glenn O'DonnellJuly 06, 2012

                            One of the many hilarious scenes in Monty Python and the Holy Grail is the "Bridge of Death" sequence. This week's news that Dell plans to acquire Quest Software makes one think of a...

                          • For Infrastructure & Operations Professionals

                            Blog:IBM Escalates The DevOps War With UrbanCode Acquisition

                            Glenn O'DonnellApril 24, 2013

                            On Monday, April 22, IBM announced it acquired UrbanCode, a small but exciting vendor based in Cleveland, OH that is focused on improving various aspects of the application...

                            • For Infrastructure & Operations Professionals

                              Blog:Who Are Your Anchor Vendors?

                              Glenn O'DonnellMarch 01, 2011

                              Every day we read about technology vendors making acquisitions and merging with their competitors. Some recent examples: Verizon acquired Terremark for $1.4B to take a leadership role in...

                              • For Infrastructure & Operations Professionals

                                Report:Improving The Ops In DevOps

                                Six Steps IT Ops Can Take To Build A Tighter Relationship With Development Groups

                                Stephen Mann, Glenn O'DonnellJuly 21, 2011

                                As IT organizations struggle to deal with the changing IT and business landscapes, the concept of DevOps (development + operations = DevOps) has been singled out by many as the way in which...

                                • Downloads: 708
                                • Rating:
                               
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