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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12 results in Reports

Bill Doyle
Customer Experience Management
Insurance

For eBusiness & Channel Strategy Professionals
Report:Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers
Bill DoyleApril 30, 2012
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: 594
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: 715
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
Bill DoyleJune 08, 2011
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: 926
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 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: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 2009: How Customers Rate US Banks, Investment Firms, And Insurers
Bill DoyleMay 26, 2009
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: 796
- Rating:
For eBusiness & Channel Strategy Professionals
Report:The Web Dominates US Auto Insurance Research
How Auto Insurers Can Take Advantage Of Consumers' Online Research Habits
Bill DoyleSeptember 11, 2008
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: 667
For eBusiness & Channel Strategy Professionals
Report:Customer Advocacy 2008: How US Consumers Rate Their Banks, Brokerages, And Insurers
Bill DoyleJune 23, 2008
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: 930
For eBusiness & Channel Strategy Professionals
Report:Getting The Online Auto Insurance Word Out
Auto Insurance Purchasers Frequently Do Not Know About Online Applications
Peter Wannemacher, Bill DoyleFebruary 08, 2008
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: 582
For eBusiness & Channel Strategy Professionals
Report:Winning With Superior Customer Experiences
Insights From C-Level Keynotes At Forrester's Finance Forum 2007
Bill DoyleSeptember 14, 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: 313
For eBusiness & Channel Strategy Professionals
Report:Customer Advocacy 2007: How Customers Rate Banks, Brokerages, Insurers, and Credit Card Issuers
Bill DoyleJune 25, 2007
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: 499
- Rating:

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Bill Doyle

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Research Coverage:

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For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2012: 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:Mobile And Social Technologies Come Late To Wealth Management

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 Earn 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 2009: How Customers Rate US Banks, Investment Firms, And Insurers

For eBusiness & Channel Strategy Professionals

Report:The Web Dominates US Auto Insurance Research

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

Report:Getting The Online Auto Insurance Word Out

For eBusiness & Channel Strategy Professionals

Report:Winning With Superior Customer Experiences

For eBusiness & Channel Strategy Professionals

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

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