Forrester Research : Analyst

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Bill Doyle

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

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Blog: eBusiness & Channel Strategy Blog

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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8 results in Reports

Bill Doyle
Tech Sector Economics

For eBusiness & Channel Strategy Professionals
Report:How The Financial Crisis Will Affect Bank Customer Loyalty
Big US Banks Need To Demonstrate Customer Advocacy Now More Than Ever
Bill DoyleNovember 25, 2008
Customer advocacy scores are down this year as the financial crisis takes its toll. Low customer advocacy scores are bad news for any firm that wants to deepen relationships with existing customers....
- Downloads: 785
For eBusiness & Channel Strategy Professionals
Report:Customer Advocacy 2010: How Customers Rate US Banks, Investment Firms, And Insurers
Bill DoyleJanuary 29, 2010
Consumer trust in financial institutions is returning. One year after the financial crisis brought the US economy to its knees, customers are more likely to say their financial institutions do what's...
- Downloads: 860
For eBusiness & Channel Strategy Professionals
Report:Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers
Bill DoyleMarch 08, 2011
Two years after a near collapse of the financial system, consumer trust in many US financial institutions has returned. But some firms rank much higher than others in our customer advocacy ratings....
- Downloads: 816
For CMO Professionals
Report:How Financial Services Firms Win Loyal Customers
Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers
Bill DoyleJune 09, 2011
Marketing leaders at top-ranked financial services firms have found the secret to loyal customers. Forrester calls it customer advocacy: customers' perception that a firm does what's best for them,...
- Downloads: 714
For eBusiness & Channel Strategy Professionals
Report:Ten Ways Financial eBusiness Executives Can Weather The Recession
How To Evolve Your eBusiness Strategy To Deal With The Financial Crisis
Bill Doyle, Brad StrothkampNovember 10, 2008
The sharp worsening of the financial crisis in the past two months and the recession in most Western markets mean that eBusiness executives need to rethink their priorities — and fast. As the...
- Downloads: 478
For CMO Professionals
Report:How Financial Services Firms Earn Customer Loyalty
Bill DoyleMay 17, 2010
Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a...
- Downloads: 591
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:Canadian Online Trading Forecast: 2007 To 2012
Bill Doyle, Eric DolanApril 19, 2007
By 2012, Forrester expects 1.54 million Canadian households to be buying and selling investments online — a 73% increase over today. What will drive adoption? Market performance will have the...
- Downloads: 136

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Bill Doyle

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Research Coverage:

Refine your results

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For eBusiness & Channel Strategy Professionals

Report:How The Financial Crisis Will Affect Bank Customer Loyalty

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2010: How Customers Rate US Banks, Investment Firms, And Insurers

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers

For CMO Professionals

Report:How Financial Services Firms Win Loyal Customers

For eBusiness & Channel Strategy Professionals

Report:Ten Ways Financial eBusiness Executives Can Weather The Recession

For CMO Professionals

Report:How Financial Services Firms Earn Customer Loyalty

For eBusiness & Channel Strategy Professionals

Report:US Online Trading Forecast: 2006 To 2011

For eBusiness & Channel Strategy Professionals

Report:Canadian Online Trading Forecast: 2007 To 2012

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