Bill DoyleVice President, Principal Analyst
B2B Marketing, Brand Tactics, Brokerages, Business-To-Business eCommerce, Business-To-Consumer eCommerce, Channel Design Strategies, Consumers By Affluence, Customer Advocacy, Customer Experience, Financial Advisors, Financial Services, Financial Services Customer Experience, Financial Services Customer Relationship Management, Financial Services Customer Retention, Investments, Marketing & Advertising, Online Financial Products & Services, Relationship Marketing, Social Computing & Web 2.0, Wealth Management, Web Site Design, eBusiness/eCommerce, eBusiness/eCommerce Adoption, eBusiness/eCommerce Best Practices, eBusiness/eCommerce Strategy, eCommerce Trends, eStatements
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' Web sites; and customer loyalty. He has helped brokerages, asset managers, and insurers design their Web sites 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."
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.
Bill is a graduate of Harvard University.
US Investors Continue To Adopt eStatements August 21, 2009 BookmarkPDF
Customer Advocacy 2009: How Customers Rate Canadian Banks June 30, 2009 BookmarkPDF
US Millionaires Use Multiple Channels To Interact With Their Financial Advisors June 12, 2009 BookmarkPDF
Customer Advocacy 2009: How Customers Rate US Banks, Investment Firms, And Insurers May 26, 2009 BookmarkPDF
How US Consumers Research Retirement April 28, 2009 BookmarkPDF
Advising Mass-Affluent Investors Profitably March 2010 Receive an alert when this document is published: email RSS
Full-Service Brokerages Neglect The Net At Their Peril November 2009 Receive an alert when this document is published: email RSS
Segmenting US Financial Consumers, 2009 December 2009 Receive an alert when this document is published: email RSS
Case Study: How Vanguard And USAA Deliver Great Service Without Branches February 2010 Receive an alert when this document is published: email RSS
Customer Advocacy 2010 December 2009 Receive an alert when this document is published: email RSS
