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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231 results in Reports

  • Enterprise Architecture Strategy & Process
  • For Enterprise Architecture Professionals

    Report:Brief: The Wrong Way And The Right Way To Transform EA

    Inside-Out Plans Lead To Frustration And Failure

    Enterprise architecture (EA) leaders often look at their program and realize that it's not working the way they hoped. Perhaps they have been relegated to a policing role or a checklist item. Or they...

    • Downloads: 147
  • For Enterprise Architecture Professionals

    Report:Emerging Technology Innovation Needs New Tools

    Business leaders want to use technology to innovate and thus think technology selection is important. Meanwhile, our research suggests that many IT departments still rely on the same old methods to...

    • Downloads: 572
  • For Enterprise Architecture Professionals

    Report:EA Methodologies Enlarge To Address The New Business Landscape

    Digital is increasingly part of products and services offerings — provoking disruption to the old ways of doing things. Companies are facing uncertain market changes and economic conditions,...

    • Downloads: 494
  • For Enterprise Architecture Professionals

    Report:Map Your Way To Your Information Strategy's Business Outcomes

    Road Map: The Information Strategy And Architecture Playbook

    One of the most difficult aspects of an information architecture (IA) practice is engaging stakeholders to buy into your strategy and contribute to your architecture development. The architect's best...

    • Downloads: 915
  • For B2B Marketing Professionals

    Report:Buyer Role Profile: Enterprise Architect

    This report is designed to give sales enablement professionals an introduction to the enterprise architect (EA) role, as well as an overview of the general concerns facing people in this position....

    • Downloads: 253
  • For CIO Professionals

    Report:Use POST To Build A Road Map For Mobile Engagement

    How do you build a road map for something as fast-moving and disruptive as mobile apps, devices, and projects? Certainly not by letting projects unfold at random as budgets and sponsors appear. To...

    • Downloads: 664
  • For Enterprise Architecture Professionals

    Report:Think Like A Sponsor To Improve Emerging Technology Investments

    Enterprise expectations for information technology are high but firms have trouble making good investments. Emerging technology, in particular, is a risky investment; enterprise architecture (EA)...

    • Downloads: 252
  • 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: 381
  • For Enterprise Architecture Professionals

    Report:EA Isn't Meeting The Demand For New Technology

    Your business is relentlessly pursuing opportunities to win, serve, and retain customers, and demanding new technology to do it. Meanwhile, enterprise architecture (EA) professionals are struggling...

    • Downloads: 315
  • For Enterprise Architecture Professionals

    Report:Re-Architect Your Business Capabilities To Win In The Age Of The Customer

    Legacy Business Applications Put Customer Experience On Hold

    The age of the customer means new power for customers. They expect to interact easily with customer service agents, pass information electronically, and complete business transactions on the run. Too...

    • Downloads: 261
  • For Infrastructure & Operations Professionals

    Report:Hardware Is Dead; Long Live Software

    Tools And Technology: The I&O Transformation Playbook

    Hardware is dead — or, more precisely, it has left center stage. Gone are the days when we debated the merits of CISC (comprehensive instruction set computer) and RISC (reduced instruction set...

    • Downloads: 201
  • For Infrastructure & Operations Professionals

    Report:Build Your Road Map To Optimize I&O's Digital Factory For Customers

    The data center is the firm's digital factory, and today's customer expectations are pushing it harder than ever. Infrastructure and operations (I&O) pros must confront a global optimization problem...

    • Downloads: 178
  • For Application Development & Delivery Professionals

    Report:How To Implement Digital Business Design

    Move Deliberately, But Carefully, Toward Forrester's Vision For The Future Of Integration

    Application development and delivery (AD&D) professionals need a foundation for recasting their integration strategies to meet 21st-century demands for business agility. Forrester's vision for...

    • Downloads: 552
  • For Enterprise Architecture Professionals

    Report:Predictions 2015: Customer Experience And Digital Business Rise In EA's Agenda

    Predictions: The EA Practice Playbook

    Over the past few years, enterprise architecture (EA) programs have been strengthening their engagement with tech management and business leaders — still within an EA box. However, some leaders...

    • Downloads: 337
  • For Enterprise Architecture Professionals

    Report:Architecting Digital Business Transformation

    Australia Post's Customer Experience-Driven Enterprise Architecture Guides Pervasive Transformation

    Digital technology is transforming markets. Companies engaging in markets undergoing transformation are finding that their traditional products — and their product-centric mindset — no...

    • Downloads: 281
  • For Enterprise Architecture Professionals

    Report:How China's Retail Innovators Built Their Agile Architecture Foundations

    Suning, JD.com, And Yihaodian Implemented Their Own Versions Of The Agile O2O Architecture Framework

    Enterprise architecture (EA) professionals who are putting customer experience (CX) at the top of their agenda should take a deep dive into China's retail industry. While the vertical still serves...

    • Downloads: 128
  • For Enterprise Architecture Professionals

    Report:Forrester's Business Capability Portfolio Assessment: Process Guide

    Even experienced executives have difficulty in deciding on the right mix of strategic investments. Business architecture leaders can assist executives in making the right decisions through the use of...

    • Downloads: 67
  • 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: 640
  • For Application Development & Delivery Professionals

    Report:Create A Road Map To Guide Digital Experience Delivery

    Road Map: The Digital Experience Delivery Playbook

    To deliver great digital experiences, application development and delivery (AD&D) professionals must deploy the right technology for customers — and, of course, for your marketing and business...

    • Downloads: 734
  • For Enterprise Architecture Professionals

    Report:Brief: The "Systems Of X" Concept Drives Architecture Zoning

    Systems Of Engagement, The First Use Case Requiring A Different Architecture Practice, Will Be Followed By Many More

    At large enterprises, enterprise architecture (EA) leaders and their sponsors too often strive for "one EA": a single approach to the standardization, governance, and guiding principles of enterprise...

    • Downloads: 120
  • For Enterprise Architecture Professionals

    Report:Key Emerging Technologies Bring Opportunity To Chinese Businesses

    Chinese Enterprise Architects Must Lead Tech Research And Guide Usage To Realize Business Benefits

    Emerging technologies such as big data, mobility, and cloud are powering the age of the customer and creating a market where innovators disrupt traditional leaders and startups have greater...

    • Downloads: 178
  • For Infrastructure & Operations Professionals

    Report:Five Ways To Impress Marketing And Support Digital Business Transformation

    Spruce Up I&O And Partner With Marketing To Support Digital Strategy Delivery

    The age of the customer demands that your firm transform into a digital business. Your marketing colleagues are leading this shift, but Forrester finds that they are currently facing numerous...

    • Downloads: 242
  • For Enterprise Architecture Professionals

    Report:Designing Your EA Operating Model And Organization

    Organization: The EA Practice Playbook

    Enterprise architecture (EA) leaders must decide what resources they need and how to organize them when EA programs are first initiated — or more commonly, when unsuccessful programs are...

    • Downloads: 374
  • For Enterprise Architecture Professionals

    Report:Use Effective EA Deliverables To Guide Change

    This report defines an approach for creating enterprise architecture (EA) deliverables as part of a high-performance EA practice. It is designed to help you create work products that matter to...

    • Downloads: 859
  • For Enterprise Architecture Professionals

    Report:Getting Ready For High-Performance EA

    Assessment Framework: The EA Practice Playbook

    As businesses grapple with how to transform into digital businesses, and execute their business technology (BT) agenda, they need an enterprise architecture (EA) practice that is business-focused,...

    • Downloads: 1278