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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217 results in Reports

  • Measurement
  • For Customer Insights Professionals

    Report:Evaluate Your Marketing Performance Measurement Maturity

    Assessment: The Cross-Channel Attribution Playbook

    Customer insights (CI) professionals are constantly asked to measure the impact of marketing and media campaigns on key metrics, including gross margin and customer profitability. They must measure...

    • Downloads: 748
  • For eBusiness & Channel Strategy Professionals

    Report:Make The Business Case For Mobile Insurance

    Business Case: The Mobile Insurance Strategy Playbook

    The wild west of mobile insurance is getting tamed. Not that long ago, building a mobile application was cheap, and business units were casually experimenting with mobile — and granted the...

    • Downloads: 317
  • For CMO Professionals

    Report:Customer Life-Cycle Marketing Demands New Metrics

    Performance Management: The Customer Life-Cycle Marketing Playbook

    To win, serve, and retain customers, Forrester believes that modern marketers must make the transition from the traditional marketing funnel to the customer life cycle. Marketers must understand at...

    • Downloads: 1926
  • For eBusiness & Channel Strategy Professionals

    Report:Benchmarking Your Growing B2B eBusiness

    Engaged in a never-ending battle for the most effective people, processes, and technologies, business-to-business (B2B) companies must be keenly aware at all times of where they stand versus their...

    • Downloads: 375
  • For Application Development & Delivery Professionals

    Report:Quantify The Business Value Of CRM

    Business Case: The CRM Playbook

    Customer relationship management (CRM) initiatives must not only be technically sound but must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros...

    • Downloads: 996
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Mobile Auto Insurance Functionality Benchmark

    Benchmarks: The Mobile Insurance Strategy Playbook

    Just how effective are mobile insurance apps and sites at meeting the needs of auto insurance customers? This update details the findings from Forrester's 2014 benchmark of the mobile offerings of...

    • Downloads: 311
  • For Infrastructure & Operations Professionals

    Report:Voice Of The Customer: The Good, The Bad, And The Unwieldy Of DCIM Deployments

    Customers Achieve ROI, But Configuration Is More Difficult Than Expected

    Data center infrastructure management (DCIM) is rapidly emerging as a solution to help IT infrastructure and operations (I&O) professionals improve data center operations and management. As...

    • Downloads: 195
  • For Enterprise Architecture Professionals

    Report:In Light Of ECM Maturity, Concerns Still Linger

    These data charts detail select results of Forrester’s May 2013 Global Enterprise Content Management Online Survey and the August 2013 Global SharePoint Usage Online Survey. We have compared...

    • Downloads: 109
  • For Sourcing & Vendor Management Professionals

    Report:Good Software Deals Improve BT Project ROI, Not Merely Reduce Cost

    This report describes the metrics that form part of Forrester's solution for sourcing and vendor management executives who are moving to strategic software sourcing. Too many sourcing executives lead...

    • Downloads: 366
  • For B2B Marketing Professionals

    Report:"Owner" And "Sponsor" B2B Community Success Metrics

    The Right Way For Tech Marketers To Measure Effectiveness

    As a B2B social marketer in charge of either owner or sponsor strategy communities, meaning communities that you operate — and fund — on your domain, you need to be able to set...

    • Downloads: 294
  • For CIO Professionals

    Report:Develop Broad Tech Management Capabilities To Accelerate Your BT Agenda

    Assessment: The Business Technology Agenda Playbook

    The age of the customer is redefining how technology is used, which is transforming how tech is managed — and how the CIO's organization is structured and operates, especially relative to...

    • Downloads: 271
  • For B2B Marketing Professionals

    Report:Metrics That Matter In L2RM Assessment Tool: Measurement And Performance

    This assessment tool enables you to score various lead-to-revenue management performance and marketing metrics.

    • Downloads: 33
  • For Customer Experience Professionals

    Report:How Journey Maps Improve CX Measurement Efforts

    Performance Management: The Digital Customer Experience Improvement Playbook

    Even some well-established customer experience (CX) measurement programs aren't able to measure the health of end-to-end experiences that cross touchpoints as customers pursue a goal. Customer...

    • Downloads: 358
  • For Application Development & Delivery Professionals

    Report:Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition to...

    • Downloads: 1933
  • For Enterprise Architecture Professionals

    Report:An Effective Performance Management System Improves Your Business Architecture Discipline

    Performance Management: The Business Architecture Playbook

    This report is designed to help business architecture (BA) leaders construct a performance management framework (PMF) that improves the perception and performance of BA teams. Many organizations are...

    • Downloads: 441
  • For Enterprise Architecture Professionals

    Report:Focus EA Strategy On Changing Business Expectations

    Strategic Plan: The EA Practice Playbook

    This report is designed to help enterprise architecture (EA) professionals construct a strategy to become more business-focused, strategic, and pragmatic. Many EA teams strive to be more...

    • Downloads: 995
  • For Infrastructure & Operations Professionals

    Report:Top 10 Facts Every Tech Management Leader Should Know About Private Cloud

    Cloud is an essential component of every enterprise tech management strategy, but sifting through market noise to design a robust cloud strategy isn't easy. Despite reported high private cloud...

    • Downloads: 405
  • For Enterprise Architecture Professionals

    Report:Can You Give The Business The Data That It Needs?

    Business leaders tell Forrester that they don't want more data; they want trusted data and an easier path to understand what it means. To get there, enterprise architects and application developers...

    • Downloads: 529
  • For Application Development & Delivery Professionals

    Report:Quantify The Tangible Business Value Of BI

    Business Case: The Business Intelligence Playbook

    As the demand for pervasive and comprehensive business intelligence (BI) applications increases, so does the complexity and cost of large enterprise BI implementations. Organizations must demonstrate...

    • Downloads: 2984
  • For CMO Professionals

    Report:Engage The Enterprise To Reach Brand Experience Maturity

    Benchmarks: The Brand Experience Playbook

    In 2014, Forrester surveyed senior marketers to get a pulse on their progress toward building a resonant brand experience. The results show that marketers are still in the early stages of brand...

    • Downloads: 639
  • For Analyst Relations Professionals

    Report:Target Industry Analyst Relations With Achievable Metrics

    Benchmarks: The Industry Analyst Relations Playbook

    Myriad options puzzle industry analyst relations (AR) professionals as they try to measure the value they bring to high-tech vendors and to deliver consistently against related targets. A Forrester...

    • Downloads: 548
  • For Security & Risk Professionals

    Report:Measure GRC Performance To Show Processes And Data Reliability

    Performance Management: The Governance, Risk, And Compliance Playbook

    The more complex a program the more difficult it is to mature and maintain it. This mirrors the fundamental scientific law of entropy — everything decays. Organic matter, celestial orbits, and...

    • Downloads: 120
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2012: US Online Grocers

    Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

    Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

    • Downloads: 491
  • For Enterprise Architecture Professionals

    Report:Now Possible: Benchmarking Business Architecture

    Benchmarks: The Business Architecture Playbook

    Strategic change initiatives are proliferating in organizations. To facilitate execution of these initiatives, firms are investing in business architecture (BA) to help assess and plan them —...

    • Downloads: 711
  • For CIO Professionals

    Report:Winning The Customer Experience Game

    Best Practices For CIOs

    Customer experience (CX) is too often thought of in terms of the IT help desk. But CIOs and their IT teams are increasingly being challenged with improving the customer experience for the...

    • Downloads: 624