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.

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53 results in Reports

  • Bill Doyle
  • Customer Experience Management
  • For eBusiness & Channel Strategy Professionals

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

    Customers Rate Their Banks, Credit Card Issuers, Insurers, And Investment 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 the...

    • Downloads: 380
  • 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 to...

    • Downloads: 582
  • For eBusiness & Channel Strategy Professionals

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

    Best Practices From The Public Websites Of Leading US Investment 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 funds...

    • Downloads: 269
  • For eBusiness & Channel Strategy Professionals

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

    Customers Rate Their Banks, Insurers, Investment Firms, And Credit Card Issuers

    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: 504
    • Rating:
  • For eBusiness & Channel Strategy Professionals

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

    Best Practices From The Secure Websites Of Leading US Investment Firms

    Forrester's research shows that web access on a personal computer remains, overwhelmingly, the touchpoint of choice for US investors who want to see their accounts or make a trade. In fact, getting...

    • Downloads: 369
  • For eBusiness & Channel Strategy Professionals

    Report:2013 Mobile Wealth Management Functionality Benchmark

    E-Trade And Fidelity Lead The Pack

    With investor expectations rising and substantial business at stake, digital wealth management teams know they need to improve their portfolios of mobile sites and apps. Forrester evaluated the...

    • Downloads: 595
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers

    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: 694
  • For eBusiness & Channel Strategy Professionals

    Report:Which Digital Touchpoints Should You Focus On Now?

    Use The Splinternet Engagement Index To Jumpstart Your Agile Commerce Strategy

    This report, originally written for market insights professionals, includes content relevant to eBusiness and channel strategy professionals. Here's why: The golden age of the Web is over. The...

    • Downloads: 626
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Vanguard Uses Social Media To Learn From Its Clients

    Adoption of social media among investors is relatively high, but many investment firms have been slow to embrace the medium. The Vanguard Group has had success by using social media to engage with...

    • Downloads: 612
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Ameriprise Uses LinkedIn To Help Consumers Find Advisors

    Social media will have an outsized impact on relationship-based businesses like investment firms, life insurers, and private banks. Some of these wealth management firms are piloting programs that...

    • Downloads: 520
  • For eBusiness & Channel Strategy Professionals

    Report:How To Create A Site That Appeals To Affluent Investors

    Use Importance And Quality Ratings To Prioritize Improvements To Your Site

    Four out of five US online affluent investors visit their investment firms' websites at least a few times a year. What secure-site features do they value most? Account inquiry features —...

    • Downloads: 554
    • Comments: 1
    • Rating:
  • For eBusiness & Channel Strategy Professionals

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

    Mobile, Social, Video, Advice, And Usability Will Change Retail Investing

    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 will...

    • Downloads: 1150
    • Comments: 1
    • Rating:
  • For CMO Professionals

    Report:How Financial Services Firms Win Loyal Customers

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

    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: 804
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile And Social Technologies Come Late To Wealth Management

    Younger Generations Are Just The First Wave Of Mobile and Social Adopters

    To date, traditional investment and life insurance firms have been insulated from the disruptive forces of mobile and social technologies because their best clients are older. In countries around the...

    • Downloads: 1004
  • For eBusiness & Channel Strategy Professionals

    Report:How Clients Want To Interact With Financial Advisors

    Younger Consumers Prefer Online Chat, Websites, And Email

    Now more than ever, clients are using new channels to communicate with their financial advisors. Younger clients show a strong preference for communicating with advisors through digital channels like...

    • Downloads: 710
    • Rating:
  • For eBusiness & Channel Strategy Professionals

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

    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: 848
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Investing

    Mobile is the hot channel these days. A number of investment firms have developed mobile apps, and many offer dedicated mobile Web sites. Consumer adoption is ticking up: Today, 11% of investors are...

    • Downloads: 983
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2010: How Canadian Customers Rate Their Banks

    Forrester's research shows that a key driver of customer retention and deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm does what's best...

    • Downloads: 285
  • For CMO Professionals

    Report:How Financial Services Firms Earn Customer Loyalty

    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: 639
  • For CMO Professionals

    Report:Big US Banks Need More Customer Loyalty

    Forrester's research shows that a key driver of loyalty for consumers is customer advocacy — the perception on the part of customers that a firm does what's best for them, not just what's best...

    • Downloads: 398
    • Comments: 1
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Big US Banks Now Have Just One Way To Grow

    Blocked From Becoming "Too Big To Fail," Big Banks Need To Earn More Customer Loyalty

    The biggest US banks aren't going to be allowed to grow further through acquisitions of other banks. Therefore, they're going to have to master organic growth — holding onto the customers they...

    • Downloads: 515
  • 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

    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: 306
  • For eBusiness & Channel Strategy Professionals

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

    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: 882
  • For eBusiness & Channel Strategy Professionals

    Report:Investment Firms Can't Ignore Social Technologies

    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: 740
  • For eBusiness & Channel Strategy Professionals

    Report:Financial Advisors Lift Customer Advocacy Scores

    Advised Investors Rate Their Investment Firms Higher On Customer Advocacy

    Investors who use advisors are more likely than other investors to rate their investment firms high on customer advocacy. When the advisor is at their primary investment firm, US investors are even...

    • Downloads: 264