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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33 results in Reports

  • Retail Credit
  • For Security & Risk Professionals

    Report:No More Chewy Centers: The Zero Trust Model Of Information Security

    Vision: The Security Architecture And Operations Playbook

    There's an old saying in information security: "We want our network to be like an M&M, with a hard crunchy outside and a soft chewy center." For a generation of security and risk (S&R) professionals,...

    • Downloads: 2400
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Credit Card Secure Website Benchmark

    Discover Takes The Top Spot

    Digital teams at credit card issuers have worked hard on enhancements to their secure websites as the Web has become the primary way that cardholders manage their money. But these teams need to...

    • Downloads: 156
  • For CMO Professionals

    Report:Financial Service Brands Fail To Earn TRUE Consumer Trust

    Technographics® TRUE Brand Compass: Financial Services

    Forrester's research shows that consumers demand more from brands in the 21st century. Marketers across all industries now have a steeper hill to climb to earn brand preference, referral, and...

    • Downloads: 414
  • For eBusiness & Channel Strategy Professionals

    Report:How US Online Consumers Research And Buy Mortgages

    Homebuyers And Refinancers Have Complex Purchase Journeys

    The mortgage purchase journey is complex, with customers using a mix of digital and human touchpoints to research and then buy mortgages. The journey differs depending on whether the customer is...

    • Downloads: 146
  • For CIO Professionals

    Report:Smart Process Applications Fill A Big Business Gap

    They Will Grow Twice As Fast As The Enterprise Application Market

    Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....

    • Downloads: 954
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2014: How US Consumers Rate Their Financial Institutions

    Customers Rate Their Banks, Credit Card Providers, Insurers, And Investment Firms

    The traditional competitive barriers in retail financial services are crumbling. Digital touchpoints render branch distribution strength impotent. Digital technologies are cheaper and easier to...

    • Downloads: 308
  • For eBusiness & Channel Strategy Professionals

    Report:How US Online Consumers Research And Buy Credit Cards

    Online Capabilities Are Crucial To The Purchase Journey

    Credit cards remain the top selling financial product in the US, even though sales are significantly lower than before the financial crisis. Prospects shopping for a new credit card have clear goals...

    • Downloads: 146
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2013

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 2537
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2014

    Business Case: The Customer Experience Maturity Playbook

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that...

    • Downloads: 1428
  • For Customer Experience Professionals

    Report:Better Customer Experience Correlates To Higher Net Promoter Scores

    Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

    Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

    • Downloads: 856
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mortgage Sales

    Weave Human And Digital Touchpoints Together To Improve The Experience And Drive Conversion

    The first in our financial product sales series, this report looks at how eBusiness executives can drive mortgage sales and improve the customer experience for both homebuyers and refinancers....

    • Downloads: 139
  • For Application Development & Delivery Professionals

    Report:Brief: Banking Platforms Need To Become Customer Centric

    Systems Of Engagement Need To Build On Seamless Banking Processing

    Banks need to provide a consistent and enjoyable customer experience along the whole customer engagement life cycle. To ensure process and data consistency, banks must embed a banking system of...

    • Downloads: 280
  • For eBusiness & Channel Strategy Professionals

    Report:Multichannel Home Lending Status Boosts Results

    eBusiness Professionals Must Integrate Mobile Into Loan Processes

    As customers become more comfortable with research and applying for financial products through mobile devices, eBusiness professionals at banks will need to consider how mobile can support...

    • Downloads: 394
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2013

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

    • Downloads: 1399
  • For Customer Insights Professionals

    Report:Case Study: China CITIC Bank Uses Analytics To Boost Credit Card Profits

    Optimized Customer And Marketing Analytics Were The Key To Increasing Transaction Value And Profits

    Recent Forrester research has found that marketing and customer insights professionals in China have started using tools such as data mining, predictive analytics, and modeling. China CITIC Bank,...

    • Downloads: 99
  • For Security & Risk Professionals

    Report:Listen To Your Customers To Meet Financial Regulations

    The Consumer Financial Protection Bureau Is Changing The Face Of Customer Care

    Financial services firms face a new regulator in the Consumer Financial Protection Bureau (CFPB) that demands they pay more attention to customer complaints about services or products. The new...

    • Downloads: 99
  • For Security & Risk Professionals

    Report:Quick Take: Apple Positioned For Key Role In Secure Payment Processing, Fraud Prevention

    Touch ID, NFC, And iTunes Are Key Ingredients For A Payment Ecosystem Offering Superior Client-Side Fraud Management

    On Monday, June 2, 2014, at their Worldwide Developer Conference, among a number of other things, Apple announced that it has opened up its fingerprint reader, Touch ID, to third-party...

    • Downloads: 180
  • For Customer Experience Professionals

    Report:Brief: Capital One Gets It Right With Adaptive Path Acquisition

    Firms that aspire to become customer experience (CX) leaders should pay close attention to the unfolding CX case study at Capital One. Following a busy two years of innovation efforts, Capital One...

    • Downloads: 158
  • For eBusiness & Channel Strategy Professionals

    Report:2013 US Credit Card Online Sales Rankings

    American Express Takes The Lead With Extensive Functionality

    Credit cards are the top selling financial product in the US, and the majority of credit card applicants apply online. To help eBusiness teams benchmark their credit card sales websites and plan...

    • Downloads: 373
  • For Security & Risk Professionals

    Report:Simplify Cybersecurity With PCI

    Policy And Procedures US Government Spotlight: The Security Architecture And Operations Playbook

    US federal law, specifically the Federal Information Security Management Act (FISMA), requires US federal government agencies to adhere to National Institute of Standards and Technology (NIST)...

    • Downloads: 407
  • For Application Development & Delivery Professionals

    Report:How To Turn The USA EMV Retail Deadline Into Customer Advantage

    In October 2015, responsibility for credit cardholder present fraud will shift from the issuer to retailers that have failed to implement chip and pin protection. Retailers with 75% of more of their...

    • Downloads: 94
  • For Enterprise Architecture Professionals

    Report:Transform Banking Enterprise Architecture For Business Innovation

    Leading China-Based Banks Show How To Support Product, Operational, And Organizational Innovation

    The banking industry in China is transforming. Internet companies and changes to the regulatory environment are having a significant impact on this highly regulated market segment. Facing a complex...

    • Downloads: 268
  • For Security & Risk Professionals

    Report:Prioritize Tokenization To Secure The Payment Chain

    EMV Is Not A Panacea For Card Payment Vulnerabilities

    Is the credit card as US consumers know it dead? With the recent massive credit card data breaches at retailers such as Target and Home Depot, the payment industry is ripe for change. In this report,...

    • Downloads: 142
  • For Security & Risk Professionals

    Report:The Cybercriminal's Prize: Your Customer Data And Competitive Advantage

    Business Case: The Data Security And Privacy Playbook

    Protecting customer data such as credit card information, log-in credentials, and other personally identifiable information is one of the top priorities for both security and risk (S&R) leaders and...

    • Downloads: 835
  • For eBusiness & Channel Strategy Professionals

    Report:2013 Canadian Credit Card Online Sales Rankings

    Royal Bank Of Canada Takes The Top Spot For 2013

    Credit cards are the top selling financial product in Canada, where the proportion of credit card applicants who apply online is second only to the branch. To help eBusiness teams benchmark their...

    • Downloads: 197