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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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29 results in Reports

  • Bill Doyle
  • Consumer Electronics & Technology

  • 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

    Bill DoyleFebruary 09, 2012

    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: 968
    • Comments: 1
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:The Social Technographics® Profile Of US Investors

    Bill DoyleJune 23, 2008

    Investors are less likely than the general online population to use social technologies such as blogs. And the more affluent an investor is, the less likely he or she is to use social media. Why?...

    • Downloads: 714

  • For eBusiness & Channel Strategy Professionals

    Report:Investment Firms Can't Ignore Social Technologies

    Bill DoyleNovember 30, 2009

    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: 730

  • For eBusiness & Channel Strategy Professionals

    Report:Benchmark 2007: Financial Services

    Early Adopters Dominate Online

    Bill DoyleNovember 14, 2007

    Among online US households, Early Adopters — high-income technology optimists — are the most active online bankers and investors. Compared with online Mainstream Consumers, online Early...

    • Downloads: 498

  • For eBusiness & Channel Strategy Professionals

    Report:Which Media Sites Do Financial Consumers Visit?

    Our Data Reveals An Interest In News, Sports — And Social Computing

    Bill DoyleFebruary 13, 2008

    Reaching consumers means having a presence on the Web sites they visit. Where do banking and brokerage consumers spend their time online? Among media sites, the Weather Channel and local newspapers...

    • Downloads: 548

  • 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:Who's Researching Life Insurance Online?

    Bill Doyle, Peter WannemacherJuly 11, 2008

    Of the 3 million Americans who have researched life insurance during the past year, more than one in three used the Internet to do so, making it the second most popular research channel after...

    • Downloads: 659

  • For eBusiness & Channel Strategy Professionals

    Report:What US Mass-Affluent Investors Want From Their Investment Firms' Web Sites

    Account And Portfolio Data Remain Most Important

    Bill Doyle, Peter WannemacherApril 09, 2009

    Mass-affluent investors represent one-third of all US households and control about the same proportion of retail investment assets. Four in five online mass-affluent investors have visited their...

    • Downloads: 646
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:What US Affluent Investors Want From Their Investment Firms' Web Sites

    Account Data Is Most Important, With Vanguard Rated Highest For Quality

    Bill Doyle, Peter WannemacherFebruary 12, 2009

    More than three-quarters of all US online affluent investors use their investment firms' Web sites, up from two-thirds in 2005. What site features do they value most? Balances and holdings are by far...

    • Downloads: 600

  • For eBusiness & Channel Strategy Professionals

    Report:Fidelity Becomes An Online Financial Content Publisher

    Personal Finance News And Commentary Dominate Redesigned Home Page

    Bill DoyleDecember 31, 2008

    Fidelity Investments is launching a new home page more akin to Yahoo! Finance or SmartMoney.com than to any other financial services firm's home page. Fidelity.com will feature hundreds of news...

    • Downloads: 466

  • For eBusiness & Channel Strategy Professionals

    Report:Full-Service Wealth Management Firms Neglect The Net At Their Peril

    Bill DoyleApril 21, 2010

    Affluent US investors are managing their money online — but usually not at their full-service firms' sites. Why? Every direct brokerage's Web site is stronger than every full-service firm's...

    • Downloads: 633

  • For eBusiness & Channel Strategy Professionals

    Report:How Clients Want To Interact With Financial Advisors

    Younger Consumers Prefer Online Chat, Websites, And Email

    Bill DoyleMay 12, 2011

    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: 651
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:The Social Technographics® Of US Online Bankers

    Bill Doyle, Peter WannemacherMarch 04, 2008

    As consumer adoption of social media rises and alters the relationship between companies and consumers, eBusiness professionals at banks must understand how their online customers use and interact...

    • Downloads: 429

  • For eBusiness & Channel Strategy Professionals

    Report:How US Consumers Research Retirement

    Many Sources Are Used, But Financial Advisors Are Considered Most Helpful

    Bill Doyle, Peter WannemacherApril 28, 2009

    Less than half of US online adults have done retirement research. Consumers who are worried about having enough money to retire are less likely to have done research; investors and older consumers...

    • Downloads: 457

  • For eBusiness & Channel Strategy Professionals

    Report:ING Direct Infiltrates The Brokerage Market With ShareBuilder

    Bill DoyleApril 14, 2008

    ING Direct brought disruptive innovation to banking — and succeeded wildly. With its acquisition of ShareBuilder at the end of last year, ING Direct added a complementary investment business to...

    • Downloads: 392

  • For eBusiness & Channel Strategy Professionals

    Report:How US Consumers Research And Buy Investment Products

    Purchasers Have Often Researched Through A Different Channel

    Bill Doyle, Molly SimpsonFebruary 28, 2011

    Over the past year, 7% of US online adults have purchased an investment product. While the online channel is the most popular channel for researching, the in-person channel is the most popular for...

    • Downloads: 503

  • For eBusiness & Channel Strategy Professionals

    Report:How US Online Investors Rate Their Firms On Retirement Planning

    Edward Jones, Independent Advisors, And Vanguard Rank Highest

    Bill Doyle, Peter WannemacherApril 03, 2009

    More than half of all US investors are worried that they won't have enough money to retire comfortably. When we ask clients to rate investment firms' ability to prepare them for retirement, Edward...

    • Downloads: 488

  • For eBusiness & Channel Strategy Professionals

    Report:Benchmark 2008: Which Generations Bank And Invest Online?

    North American Consumer Technographics

    Bill DoyleOctober 27, 2008

    Online financial services run counter to the general pattern of technology adoption, where Gen Y typically sets the pace. Instead, Seniors are the generation most likely to track their investment...

    • Downloads: 295

  • For eBusiness & Channel Strategy Professionals

    Report:How To Reach US Investor Segments

    The Media That Each Of Our Nine Investor Segments Consumes

    Bill DoyleSeptember 20, 2010

    Forrester combines two dimensions that meaningfully distinguish individual investors — investable assets and self-directedness — to create nine discrete investor segments. Among other...

    • Downloads: 453

  • For eBusiness & Channel Strategy Professionals

    Report:US Investors Adopt eStatements

    But A Majority Of Investors Still Receive Paper Statements

    Bill Doyle, Elizabeth DavisApril 01, 2008

    The adoption of eStatements for financial products in the US continues to grow. More than half of US online consumers with a brokerage account receive an eStatement. But even among investors who have...

    • Downloads: 396

  • For eBusiness & Channel Strategy Professionals

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

    Bill DoyleFebruary 22, 2012

    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: 448

  • For eBusiness & Channel Strategy Professionals

    Report:What Mass-Affluent Investors Want From Their Investment Firms' Web Sites

    Bill DoyleMarch 14, 2007

    Almost two-thirds of online mass-affluent investors have visited their primary investment firms' Web site in the past year. What content and features do they value most? Account balances and...

    • Downloads: 264

  • 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

    Bill Doyle, Peter WannemacherFebruary 16, 2010

    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: 290

  • For eBusiness & Channel Strategy Professionals

    Report:Which Investors Are Likely To Adopt eDelivery?

    Potential Adopters Are Younger, Secure Online, And Open To Ads And Advice

    Bill DoyleFebruary 09, 2011

    More and more US investors are opting to receive statements and other account communications online. But the numbers remain small: Just 22% of US investors have gone online-only for an investment...

    • Downloads: 303

  • For CMO Professionals

    Report:The Media That Investors Read, Watch, And Use

    How To Reach US Investor Segments

    Bill DoyleFebruary 08, 2011

    Marketing leaders at financial services firms that serve US investors can benefit from Forrester's investor segmentation. The variables we've chosen are simple, usable, and memorable; the results...

    • Downloads: 278
 
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