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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209 results in Reports

  • Measurement
  • 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: 597
  • 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: 341
  • For Security & Risk Professionals

    Report:The Forrester Information Security Metrics 3R Dashboard

    The Information Security Metrics 3R Dashboard should be used as a template to present information security metrics organized across three dimensions: Readiness, Response, and Recovery. Forrester...

    • Downloads: 76
  • For Application Development & Delivery Professionals

    Report:Agility At Enterprise Scale

    How To Apply Agile Methodology To ERP

    Unlike custom apps, packaged apps don't require extensive requirements gathering. In fact, application development and delivery (AD&D) teams only usually gather "requirements" in the conference room...

    • Downloads: 250
  • 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: 132
  • For Sourcing & Vendor Management Professionals

    Report:Assess Your Outsourcing Maturity To Improve Your Outsourcing Relationships

    Today, many companies see outsourcing as a strategic function and seek help from IT services providers to build and operate their IT environment. Yet the result of the outsourcing trend is the...

    • Downloads: 367
  • For Application Development & Delivery Professionals

    Report:BI Effort And Price Estimation Model

    Initial business intelligence deployment efforts are often difficult to predict and may dwarf the investment you made in BI platform software. The effort and costs associated with professional...

    • Downloads: 79
  • 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: 529
  • For Security & Risk Professionals

    Report:Understand The State Of Data Security And Privacy: 2013 To 2014

    Throughout the year, Forrester analysts engage in hundreds of discussions with vendors and end users about data security and privacy. Analysis of B2B survey data from Forrester's Forrsights Security...

    • Downloads: 1663
  • For Enterprise Architecture Professionals

    Report:Align Application Rationalization Metrics To Your Objectives And Drivers

    Enterprises start application rationalization initiatives, but after the low-hanging fruit of little used business applications, they find it a struggle to progress. There are many root causes...

    • Downloads: 348
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: Australian Apparel Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Apparel Retailers

    In Australia, apparel retailers face incredibly challenging conditions, not helped by the emphasis that global online retailers from other countries are placing on this market. To test whether online...

    • Downloads: 224
  • 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: 393
  • For Application Development & Delivery Professionals

    Report:Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    In the age of the customer, customer service must be a cornerstone of a company's customer experience strategy. Application development and delivery (AD&D) pros supporting customer service operations...

    • Downloads: 484
  • For Security & Risk Professionals

    Report:Create A Security Strategy That Builds Real Business Value

    Strategic Plan: The S&R Practice Playbook

    Creating and maintaining a security strategy are fundamental tasks for CISOs; the strategy is a declaration of intent and a foundation for change. Unfortunately, many strategies fail to create...

    • Downloads: 227
  • For Infrastructure & Operations Professionals

    Report:Calculate The ROI Of Data Center Investments

    Forrester's Total Economic Impact (TEI) analysis has been used to calculate the ROI of data center facilities. The TEI methodology is used to measure the effectiveness of an IT (or other) investment...

    • Downloads: 58
  • For Customer Experience Professionals

    Report:How Journey Maps Improve CX Measurement Efforts

    Follow A Four-Step Process To Develop Better CX Metrics

    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: 264
  • For Application Development & Delivery Professionals

    Report:Establish Ongoing Processes To Assess Your Business Intelligence Maturity

    Assessment: The Business Intelligence Playbook

    Forrester's business intelligence (BI) maturity self-assessment model helps application development and delivery (AD&D) professionals working on BI projects to quickly assess the maturity of their...

    • Downloads: 693
  • For Analyst Relations Professionals

    Report:Professional Industry Analyst Relations Measurement

    Performance Management: The Industry Analyst Relations Playbook

    Professional measurement is an integral part of fully professional industry analyst relations (AR); it is not optional. But AR managers get confused about who the measurements are for, as well as...

    • Downloads: 480
  • 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: 385
  • For Security & Risk Professionals

    Report:The Forrester Mobile Security Maturity Model

    The Forrester Mobile Security Maturity Model distills the recommended functions and components of a comprehensive program into a single framework. With a three-tiered hierarchy, it also offers a...

    • Downloads: 49
  • For Enterprise Architecture Professionals

    Report:Create KPIs That Show The Effectiveness Of Your Information Strategy

    Continuous Improvement: The Information Strategy And Architecture Playbook

    How effective is your information strategy? You can't answer that question without a comprehensive assessment process and key performance indicator (KPI) reporting mechanism that specifically targets...

    • Downloads: 780
  • For Marketing Leadership 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: 291
  • 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: 2908
  • For Application Development & Delivery Professionals

    Report:BI On BI: How To Manage The Performance Of BI Initiatives

    Performance Management: The Business Intelligence Playbook

    Business intelligence (BI) is often defined as processes and technologies to manage business performance, with the ultimate goal of making more informed decisions based on real data, not hunches. But...

    • Downloads: 663
  • For Application Development & Delivery Professionals

    Report:From Strategy To Execution: Assessing PMO Capabilities In The Age Of The Customer

    Part 1 Of Forrester's Look At Strategic Project Management Offices

    The age of the customer demands that firms completely reassess their project management office (PMO) planning and delivery practices. The traditional focus of PMOs conflicts with the need for speed...

    • Downloads: 577