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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15 results in Reports

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

    Report:Digital Disruption Hits Retail Financial Services

    Disruptors Deliver Superior Customer Experiences At A Lower Cost

    Digital disruption has arrived in retail financial services. Banks, insurers, and wealth management firms are besieged by a wave of disruptors that aim to use digital tools to deliver superior...

    • Downloads: 411
  • 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: 522
  • 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: 530
  • 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: 713
  • 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: 831
  • 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: 1026
  • 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: 859
  • 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: 648
  • 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: 884
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2009: How Customers Rate US Banks, Investment Firms, And Insurers

    US consumers rate their financial services firms lower than ever in our most recent customer advocacy survey. Investment firms as a group rank lowest as former high-fliers Edward Jones and Vanguard...

    • Downloads: 813
  • For eBusiness & Channel Strategy Professionals

    Report:The Web Dominates US Auto Insurance Research

    How Auto Insurers Can Take Advantage Of Consumers' Online Research Habits

    In 2007, nearly 15 million Americans researched auto insurance on the Internet. These US online auto insurance researchers are an attractive group for insurers: They are relatively wealthy,...

    • Downloads: 683
  • 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 highest...

    • Downloads: 949
  • For eBusiness & Channel Strategy Professionals

    Report:Getting The Online Auto Insurance Word Out

    Auto Insurance Purchasers Frequently Do Not Know About Online Applications

    The number of US online consumers applying for auto insurance over the Internet has more than tripled in the past five years. With such staggering growth, auto insurance eBusiness managers must...

    • Downloads: 596
  • For eBusiness & Channel Strategy Professionals

    Report:Winning With Superior Customer Experiences

    Insights From C-Level Keynotes At Forrester's Finance Forum 2007

    The company leaders who spoke at Forrester's Finance Forum 2007 agree: To keep the customers that they have and to win new ones on today's terms, firms need to dramatically raise the bar on customer...

    • Downloads: 326
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2007: How Customers Rate Banks, Brokerages, Insurers, and Credit Card Issuers

    Customer advocacy drives real loyalty — a willingness to buy and borrow more from, and save and invest more with, a firm that a consumer already uses. When consumers rate their financial...

    • Downloads: 510