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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234 results in Reports

  • Enterprise Architecture Strategy & Process
  • For Infrastructure & Operations Professionals

    Report:Optimize Scalable Workload-Specific Infrastructure For Customer Experiences

    Landscape: The Infrastructure Transformation Playbook

    You face the difficult task of designing the expansive and scalable infrastructure that supports many of your new customer-facing systems of engagement and their associated analytics. Do not fall...

    • Downloads: 219
  • For Enterprise Architecture Professionals

    Report:Market Overview: Enterprise Architecture Services 2014

    Navigating A Confusing EA Service Providers Landscape

    Digital business transformation is increasing the demands on enterprise architecture programs. The need to respond to this demand, but not through permanent hiring, is leading some enterprise...

    • Downloads: 192
  • For Application Development & Delivery Professionals

    Report:Map The Way To Your CRM Business Outcomes

    Road Map: The CRM Playbook

    When application development and delivery (AD&D) professionals create a customer relationship management (CRM) road map, they need to evaluate alternative CRM tactics, identify and leverage synergies...

    • Downloads: 616
  • For Application Development & Delivery Professionals

    Report:Brief: Mobile Access To Back-End Systems

    The Uses And Limitations Of Screen-Scraping

    Mobile applications are the linchpins of business strategies to attract, retain, and delight customers. Mobile developers, in turn, need access to customer data typically resident in back-end systems...

    • Downloads: 216
  • For Enterprise Architecture Professionals

    Report:Connecting Strategy To Execution: The Living BT Investment Road Map

    Road Map: The Strategic Planning And Portfolio Playbook

    Description coming soon.

    • Downloads: 665
  • For Enterprise Architecture Professionals

    Report:Brief: Use Communities Of Practice To Synergize Information Architecture Knowledge

    A subtle but significant shift in responsibility is taking place as line-of-business workers employ self-service analytics tools. Functions, such as data integration and metadata management, that had...

    • Downloads: 106
  • For Enterprise Architecture Professionals

    Report:Information Architecture Planning Toolkit

    As business executives develop an appreciation for the potential value in their information assets, they're looking to architects to help them dramatically improve their information management and...

    • Downloads: 80
  • For Enterprise Architecture Professionals

    Report:Tune Your Organization For Emerging Technology Innovation

    The disruptive impact of IT has become the top concern of chief executive officers (CEOs), and chief information officers (CIOs) are shifting their priorities in response. Despite this, we find firms...

    • Downloads: 656
  • For CIO Professionals

    Report:The What And How Of Business Technology Decision-Making

    The BT Governance Collection: Outcomes And Processes

    Business technology (BT) governance concerns itself with decisions around investing in IT-enabled business change. As an integral part of business strategy, BT governance is exercised by senior...

    • Downloads: 569
  • For CIO Professionals

    Report:Create The Operating Model For The Information Management Organization

    Part One In A Two Part Series On Designing Your Data Organization

    In the increasingly digitized world, having superior data on where your customers go, what they do, and how they use your products is a competitive advantage. However, data management in most...

    • Downloads: 400
  • For Enterprise Architecture Professionals

    Report:Break Down Silos With An Emerging Technology Road Map

    Firms increasingly depend on technology to be innovative and disruptive. However, our data indicates that most firms are not doing a good job of getting new technology in the door and ensuring that...

    • Downloads: 766
  • For Enterprise Architecture Professionals

    Report:Develop Effective Processes And Deliverables To Drive Business Strategy

    Methods And Techniques: The Business Architecture Playbook

    Business architecture (BA) is the practice through which an organization adds analytical rigor to the planning and decision-making surrounding change. Whether customer or competitive shifts, or...

    • Downloads: 170
  • For Enterprise Architecture Professionals

    Report:Market Overview: Graph Databases

    Connected Data Helps Deliver Intelligent Information Insights

    To support the demands of the digital business, enterprise architects must consider how best to link large volumes of complex, siloed data. Linking a few data sources is often simple, but to do so...

    • Downloads: 177
  • For Enterprise Architecture Professionals

    Report:Reboot Your Information Governance Program With An Outside-In Perspective

    Processes: The Information And Strategy Architecture Playbook

    New actors — partners, clients, and citizens — become stakeholders in an information governance strategy that is designed for the age of the customer. Information governance (IG) has...

    • Downloads: 211
  • For Enterprise Architecture Professionals

    Report:Define The Shifting Responsibilities Of The Information Architect

    The role of the information architect varies in organizations from user experience experts to data integration experts to an impossibly broad collection of knowledge and skills that simply can't be...

    • Downloads: 1083
  • For Enterprise Architecture Professionals

    Report:Develop Your Enterprise Architecture Skills

    With growing recognition of the importance of enterprise architecture (EA) as an essential capability in digital business, firms are beefing up their EA groups — relaunching underperforming EA...

    • Downloads: 517
  • For Enterprise Architecture Professionals

    Report:Measure What Matters: Focus On Business Metrics To Sustain Success With ECM

    Performance Management Report: Content Management Playbook

    Too often, technology managers fall into the trap of measuring the performance of an enterprise content management (ECM) initiative by merely counting user- or system-generated activities. Enterprise...

    • Downloads: 166
  • For Application Development & Delivery Professionals

    Report:Ground Applications Strategy In Business Imperatives

    Business Strategy: The Business Applications Playbook

    This report outlines the role of business strategy in Forrester's solution for application development and delivery (AD&D) professionals working on business applications strategy. Large firms are...

    • Downloads: 556
  • For Enterprise Architecture Professionals

    Report:Case Study: Telstra's Business-Led IT Transformation Facilitates Global Operations

    Profile Of An Enterprise Architecture Award Winner

    Managing IT complexity to support business strategy is often a big challenge for enterprise architects at large companies. This effort usually becomes even more difficult to manage when a company has...

    • Downloads: 365
  • For Application Development & Delivery Professionals

    Report:API Design, Part 3: Make Transactions And Error Handling Clear In Your API Designs

    Ensure That Your Choice Of Messaging Style Does Not Interfere With The Design Clarity Of Your API

    To fully exploit the business opportunity available through application programming interfaces (APIs), your designers must consider each API's purpose and audience as they answer a wide range of...

    • Downloads: 579
  • For Enterprise Architecture Professionals

    Report:The Forrester Readiness Assessment For High-Performance EA

    • Downloads: 59
  • For Application Development & Delivery Professionals

    Report:The Engagement Platform's Aggregation Tier

    A Closer Look At The Heart Of Modern Enterprise Architecture

    The Forrester report "Mobile Needs A Four-Tier Engagement Platform" outlined the enterprise architecture required for a successful digital strategy that serves customers via web and mobile channels,...

    • Downloads: 294
  • For Application Development & Delivery Professionals

    Report:A Radical Rethink Of Data Architecture For Customer Engagement

    Effective Customer Engagement Requires Rapid Change And A New World Of Data

    A prerequisite to winning in the age of the customer is a deep and almost uncanny knowledge of customers and prospects. "Customer data" used to mean the data in customer relationship management (CRM)...

    • Downloads: 395
  • For Enterprise Architecture Professionals

    Report:Assess Your Readiness For Emerging Technology Opportunities

    The pace of business is accelerating; digitized information makes constant change and disruption an ongoing reality. Firms count on emerging technologies to give them a leg up in increasingly...

    • Downloads: 494
  • For Application Development & Delivery Professionals

    Report:Canvass Support For Your New Retail Architecture

    Forrester's Retail Reference Architecture Enables Successful Response To Digital Disruption

    Application development and delivery (AD&D) professionals have to engineer differentiating connected consumer experiences from a web of overlapping systems of engagement such as eCommerce, supply...

    • Downloads: 182