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.

Refine your results

Date Range

Role

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

Analyst

217 results in Reports

  • Measurement
  • For Analyst Relations Professionals

    Report:Industry Analyst Relations And Influence

    Influence: The Industry Analyst Relations Playbook

    Most valuable AR programs rely, sometimes exclusively, on analysts enhancing the commercial fortunes of the vendors by influencing marketplace players like buyers, partners, journalists, and...

    • Downloads: 402
  • For Sourcing & Vendor Management Professionals

    Report:Better Sourcing Can Improve Your Software ROI

    Many sourcing and vendor management (SVM) professionals see the problems with their firm's current approach to dealing with the major software providers, but lack the authority to transform it. This...

    • Downloads: 165
  • For Customer Experience Professionals

    Report:The State Of Customer Experience Management In Australia, 2014

    The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

    • Downloads: 141
  • For Enterprise Architecture Professionals

    Report:Increased Satisfaction With ECM Driven By Data And Engagement With Business Stakeholders

    Continuous Improvement: The Content Management Playbook

    After years of tepid satisfaction rates, enterprise architect (EA) professionals are, at last, seeing improved results for enterprise content management (ECM) deployments. Successful deployments...

    • Downloads: 449
  • For Infrastructure & Operations Professionals

    Report:Strategic Benchmarks 2014: Data Center Strategy

    Today, infrastructure and operations (I&O) professionals have the freedom to select from an ever-expanding buffet of data center tools, technologies, and sourcing options. I&O leaders must...

    • Downloads: 437
  • For Enterprise Architecture Professionals

    Report:Uncover Critical Process Gaps To Accelerate Business Change

    Assessment Framework: The Business Process Management Playbook

    The age of the customer raises the bar for business process management (BPM) excellence. Establishing a high-impact program requires that teams build a portfolio of new capabilities that blend...

    • Downloads: 1458
  • For Security & Risk Professionals

    Report:Measuring Security Awareness To Enhance The Human Firewall

    How To Measure The Effectiveness Of Your Security Awareness Program

    The importance of the human aspect of information security has long been recognized, and CISOs have reacted by peddling the security message to all who will listen, and many who won't; yet still we...

    • Downloads: 350
  • For Application Development & Delivery Professionals

    Report:Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer service...

    • Downloads: 1224
  • For Infrastructure & Operations Professionals

    Report:Build Your Business Case For All-Flash Storage Arrays

    Start With Performance-Sensitive Applications, But Emphasize The Operational Cost Benefits

    Consider your most critical technology-powered assets. For retailers, this is your eCommerce site. For financial service firms, this is your trading platform. If you run these assets on hard-drive...

    • Downloads: 276
  • For CIO Professionals

    Report:Benchmark Your Enterprise Cloud Adoption

    Benchmarks: The Cloud Computing Playbook

    Most enterprise organizations have adopted cloud computing in some form; the key question is where your organization falls. Are you ahead of your competitors or lagging behind the average enterprise?...

    • Downloads: 462
  • For Enterprise Architecture Professionals

    Report:Identify Essential Methods For Your Business Architecture Program

    Business architecture (BA) is the practice through which an organization adds analytical rigor to the planning and decision-making surrounding change. Whether changes are driven by competitive...

    • Downloads: 980
  • For eBusiness & Channel Strategy Professionals

    Report:2014 Australian Mobile Banking Functionality Benchmark

    Australian Banks Offer Strong Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the four largest retail banks in Australia on 37 criteria. Australia's banks have laid...

    • Downloads: 232
  • For Enterprise Architecture Professionals

    Report:Forrester's Data Governance Toolkit

    This toolkit provides a methodology to renew your data governance and adapt to data economy drivers. It also addresses the upcoming issues that IT trends like cloud, big data, and predictive...

    • Downloads: 106
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Mobile Banking Functionality Benchmark

    Chase And U.S. Bank Top Our Review Of US Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the five largest retail banks in the US across more than 35 criteria. The banks have...

    • Downloads: 544
  • For Application Development & Delivery Professionals

    Report:Benchmark Against Best Practices To Optimize CRM Performance

    Benchmarks: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how do...

    • Downloads: 414
  • For Analyst Relations Professionals

    Report:Forge Valuable AR Programs With FIAR

    Strategic Plan: The Industry Analyst Relations Playbook

    Analyst relations (AR) managers need to know how to prove the value of their AR programs. Unfortunately, many struggle because they didn't build plans to deliver business value, and they now rely on...

    • Downloads: 1110
  • For B2C Marketing Professionals

    Report:The State Of Consumers And Technology: Benchmark 2013, China

    China Consumer Technographics®

    This report provides an overview of metropolitan Chinese online consumers' behaviors and technology attitudes. In general, they are enthusiastic mobile owners and social participants. China is a...

    • Downloads: 42
  • For CIO Professionals

    Report:Brief: Technology Management's Checklist For Improving Customer Experience

    Five Critical Actions CIOs Should Take

    The advent of mobile and digital mechanisms for engaging customers has highlighted the increasingly crucial relationship between technology management and customer experience. However, the specifics...

    • Downloads: 219
  • For Security & Risk Professionals

    Report:Seven Habits Of Highly Effective Incident Response Teams

    Given the continued metastasizing of the threat landscape, it comes as no surprise that enterprises should possess mature incident response capabilities that are built on staff, augmented by...

    • Downloads: 633
  • For Enterprise Architecture Professionals

    Report:Assessing The Fitness Of Your Architecture

    Forrester's Architecture Assessment Framework Measures Five Dimensions Of Fitness

    Firms are investing more in enterprise architecture to drive business performance. In our discussions with enterprise architecture (EA) practitioners, however, we've found that they commonly perceive...

    • Downloads: 467
  • For Security & Risk Professionals

    Report:Benchmarking Your Enterprise Mobile Device Operations Initiatives And Plans

    This report provides insight into corporate mobility adoption trends based on results from Forrester's Forrsights surveys of IT mobility decision-makers and end user workers in North American and...

    • Downloads: 599
  • For Infrastructure & Operations Professionals

    Report:Can You Meet The I&O Transformation Challenge?

    Benchmarks: The I&O Transformation Playbook For 2015

    We are at the beginning of a new era in digital technologies, very much like what IT went through in the mid-'90s. New technologies abound: Some will dominate the future market, and some will not. At...

    • Downloads: 83
  • For Application Development & Delivery Professionals

    Report:Refocus The Digital Experience Technology Investment Discussion

    Business Case: The Digital Experience Delivery Playbook

    As the age of the customer progresses, the skyrocketing demand for technology for digital experience delivery adds a new twist to justification discussions for tech spending. This means...

    • Downloads: 623
  • For Application Development & Delivery Professionals

    Report:Forrester's Business Application Benchmark Self-Assessment Tool

    Application development and delivery professionals should benchmark their application portfolios and governance processes to help their stakeholders understand how investing in applications...

    • Downloads: 37
  • For Enterprise Architecture Professionals

    Report:Benchmarking Your Records Management Program

    Forrester Research And ARMA International Records Management Online Survey, Q3 2012

    Decision-makers report big spending plans for their records management (RM) programs over the next year. Strong RM programs continue to target traditional compliance and information access...

    • Downloads: 377