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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39 results in Reports

  • Julie A. Ask
  • Past 18 months
  • For eBusiness & Channel Strategy Professionals

    Report:Use Analytics To Build Mobile Advantage

    Performance Management: The Mobile eBusiness Playbook

    Consumer expectations have shifted. As a result of their perpetual mobile connections, consumers have experienced what Forrester calls a mobile mind shift: the expectation that they can get relevant...

    • Downloads: 607
  • For CIO Professionals

    Report:Re-Engineer Your Business For Mobile Moments

    Embrace The IDEA Cycle: Identify, Design, Engineer, Analyze

    The mobile mind shift is the expectation that your customer can get what she wants in her immediate context and moments of need. This shift means the battle for your customer's attention will be...

    • Downloads: 567
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2014: Mobile Trends In eBusiness

    Navigate Beyond The Hype To Drive Near-Term Results

    In 2014, there will be more than 2 billion smartphones globally. Mobile is becoming not only the new digital hub but also the bridge to the physical world. That's why mobile will affect more than...

    • Downloads: 886
  • For eBusiness & Channel Strategy Professionals

    Report:Use Mobile To Engage With In-Store Consumers In China

    Globally, mobile has changed the way consumers shop: They expect both to research and purchase goods on their mobile devices. The biggest sales opportunity in mobile is not driving digital sales, but...

    • Downloads: 132
  • For eBusiness & Channel Strategy Professionals

    Report:Executing End-To-End Mobile Services

    Best Practices: The Mobile eBusiness Playbook

    Mobile technologies are tactics — not strategies in themselves. Too often mobile services conversations start with "Let's build an app." Instead, decisions like these should only be undertaken...

    • Downloads: 1271
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Technologies That Drive Sales

    Tools And Technology: The Mobile eBusiness Playbook

    New mobile features, capabilities, and devices are cropping up seemingly by the day. This fast-paced change is dramatically affecting how eBusiness professionals interact with their teams and...

    • Downloads: 1744
  • For eBusiness & Channel Strategy Professionals

    Report:United Airlines Drives Self-Service With Mobile

    Use The IDEA Framework To Evolve Your Customer Experience

    Mobile can transform your customer experience. With the adoption of smartphones, customers expect immediate access to relevant information or services when they reach for their phones in what...

    • Downloads: 282
  • For eBusiness & Channel Strategy Professionals

    Report:Win Your Offline Mobile Moments

    Use Mobile To Break Down Channel Barriers On-Premises

    Your customer is experiencing a mobile mind shift. She expects to get anything she wants, immediately and in context. Whether she's in your store making a product decision or navigating an airport,...

    • Downloads: 52
  • For eBusiness & Channel Strategy Professionals

    Report:Enhance Customer Relationships Through Mobile

    Executive Overview: The Mobile eBusiness Playbook

    eBusiness and channel strategy professionals are faced with the challenge of an ever more connected consumer. Consumers expect to be able to engage with brands on their mobile devices. In fact, they...

    • Downloads: 1159
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Messaging Vendor Overview

    Making Smart Decisions To Support Your Business Needs

    This report is a mobile messaging vendor overview designed to provide a framework for narrowing the list of potential vendors that are well suited to meet the needs of your business. Rather than an...

    • Downloads: 1407
  • For CIO Professionals

    Report:CIOs: Organize For Mobile Success

    Build And Support IDEA Teams To Drive Mobile Moments

    Customer expectations are soaring as the mobile mind shift accelerates. In order to meet those expectations, CIOs must work closely with their business peers. Where to start? We suggest a four-part...

    • Downloads: 255
  • For CIO Professionals

    Report:Quick Take: Apple Moves Healthcare Closer To A Mainstream Embrace Of The Customer

    On June 2, 2014, at its annual developers' conference, Apple announced a new platform named HealthKit. While this is not the big move that some were expecting, it underpins a profound shift in the...

    • Downloads: 223
  • For eBusiness & Channel Strategy Professionals

    Report:Build A Pervasive Corporate Mobile Competency

    Organization: The Mobile eBusiness Playbook

    Mobile strategy has evolved since 2010. Then, a mobile strategy equated to a mobile services road map and technology platform choices. An individual or small team could both create a strategy and...

    • Downloads: 596
  • For eBusiness & Channel Strategy Professionals

    Report:Quick Take: Fire Phone Fails; Amazon Doesn't

    Insights, Not Sales, Will Define Amazon's Success

    On June 18, 2014, Amazon announced the launch of a smartphone, named the Fire Phone, with unique hardware and services designed to enhance its core businesses: retail and a digital platform....

    • Downloads: 155
  • For Marketing Leadership Professionals

    Report:Predictions 2014: Mobile Trends For Marketers

    Navigate Beyond The Hype To Drive Near-Term Results

    In 2014, there will be more than 2 billion smartphones globally. Mobile is becoming not only the new digital hub but also the bridge to the physical world. That's why mobile will affect more than...

    • Downloads: 926
  • For Marketing Leadership Professionals

    Report:Predictions 2015: Most Brands Will Underinvest In Mobile

    Brands Embracing The Mobile Mind Shift Will Pull Ahead Of Those Treating Mobile As Just Another Channel

    In 2015, marketing leaders who have embraced the mobile mind shift will accelerate spending to create an insurmountable gap between themselves — the industry leaders — and the laggards...

    • Downloads: 419
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Is Not A Channel

    Vision: The Mobile eBusiness Playbook

    eBusiness professionals who treat mobile as just a channel will fail. Mobile is not a new technology in 2014, but 62% of eBusiness professionals still treat it as one. Rather than leveraging mobile...

    • Downloads: 292
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Messaging Update: Pervasive Consumer Use Offers Unique Engagement Opportunities

    Broad Reach And Usage Among Consumers Demands That Mobile Messaging Is In The Mix

    Twenty years ago, the only form of mobile messaging was SMS, and it offered the only pragmatic mobile data service: it had broad reach, standardization, and carrier interoperability. That's a far cry...

    • Downloads: 980
  • For CIO Professionals

    Report:Quick Take: Apple's WWDC 2014 Tour De Force

    New Developer Tools And Business Features Will Strengthen Apple's Leading Position In The Age Of The Customer

    Introduced by Apple CEO Tim Cook, Apple software leader Craig Federighi motored through a dense list of new operating systems, iOS 8 and OS X Yosemite, compelling new customer features such as the...

    • Downloads: 138
  • For eBusiness & Channel Strategy Professionals

    Report:Micro Moments Are The Next Frontier For Mobile

    Build A Micro Moments Strategy And You'll Be Ready For Wearables

    The moments that characterize the mobile mind shift are getting shorter. Simple triggers — messages, sounds, even tactile sensations — spur consumers to take action, both on devices and...

    • Downloads: 342
  • For eBusiness & Channel Strategy Professionals

    Report:Apply Best Practices To Mobile Business Initiatives

    Processes: The Mobile eBusiness Playbook

    This brief, part of the mobile eBusiness playbook, highlights key processes that constitute best practices for eBusiness and channel strategy professionals whose responsibilities include the use of...

    • Downloads: 2
  • For eBusiness & Channel Strategy Professionals

    Report:mHealth Illustrates New Business Opportunities

    How To Combine New Data Sources, Cloud Resources, And Engagement Tactics To Maximize Impact In Mobile Moments

    A phenomenal amount of innovation is happening in the healthcare and wellness industries that places them at the forefront of mobile engagement. From wrist bands to smart pills, firms are using...

    • Downloads: 682
  • For eBusiness & Channel Strategy Professionals

    Report:Life360 Wins In Family Mobile Moments

    Use The IDEA Framework To Evolve Mobile Services From Apps To Platforms

    Mobile can transform product and service experiences. With the adoption of smartphones, customers expect immediate access to relevant information or services when they reach for their phones in what...

    • Downloads: 104
  • For Application Development & Delivery Professionals

    Report:Brief: How TripIt Masters Mobile Moments For Frequent Fliers

    Concur's Travel Organizing App Powerfully Combines Operational Awareness With Mobile Engagement

    Customers' mobile mind shift means they expect service in their immediate context and moment of need. The battle for customers' attention and loyalty will be waged in mobile moments — any time...

    • Downloads: 182
  • For CMO Professionals

    Report:Quick Take: Apple Puts Mobile Moments At The Center Of Its Strategy

    With Apple Pay And Apple Watch, The Mobile Style Setter Will Make Payments And Wearables Worth The CMO's Trouble

    Today, Apple announced an integrated set of applications and connected devices — Apple Pay, the Apple Watch, and two iPhone 6 models — that will change how the CMO's team engages with...

    • Downloads: 307