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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43 results in Reports

  • Julie A. Ask
  • Past 18 months
  • For Application Development & Delivery Professionals

    Report:Developers Are The St. Bernard For Mobile Projects

    How App Developers Will Rescue Their Business Counterparts And Continue The Pursuit Of Innovation

    Rushing to "check the box" on mobile projects has led to far too many shortcuts. Digital business leaders have picked the low-hanging fruit and the tree is nearly bare. Too many companies are making...

    • Downloads: 197
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Mind Shift Maturity Framework

    Assessment: The Mobile eBusiness Playbook

    Few companies have adapted to the mobile mind shift. Many don't have the resources, budget, and organization to make the shift. This document will help eBusiness and channel strategy professionals...

    • Downloads: 230
  • For Customer Experience Professionals

    Report:Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 1190
  • 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: 909
  • 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: 1051
  • For Customer Insights Professionals

    Report:Case Study: Win Customers With Mobile Analytics

    Lark Automates, Scales, And Evolves Coaching Through Artificial Intelligence — A Story Told Through Forrester's IDEA Framework

    Mobile may save your life — no, really! Mobile has changed consumer expectations and given enterprises the ability to engage with their customers anytime, anywhere, and in a contextually...

    • Downloads: 179
  • 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: 607
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Moments Transform Commerce And Service Experiences

    Strategic Plan: The Mobile eBusiness Playbook

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 269
  • 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: 396
  • For eBusiness & Channel Strategy Professionals

    Report:Building Mobile Services? Location Matters

    Intelligent Location Enables Smart Consumer Engagement

    Consumers are very task-oriented on their mobile phones. At most, they allot a minute or two to check a price, get a boarding pass, or pay a bill. As a result, digital business professionals must...

    • Downloads: 277
  • For B2C Marketing 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: 947
  • 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: 656
  • For Customer Insights Professionals

    Report:Case Study: Groupon Differentiates On Mobile Analytics Expertise

    Use The IDEA Framework To Optimize Revenue Through Mobile

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

    • Downloads: 162
  • 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: 147
  • 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: 752
  • For eBusiness & Channel Strategy Professionals

    Report:The Mobile Technology Firms Use For Consumers: 2014

    Benchmarks: The Mobile eBusiness Playbook

    The adoption of smartphones and tablets is growing at an unprecedented rate. Forrester has forecast that more than half of mobile subscribers globally would own a smartphone by the end of 2014....

    • Downloads: 162
  • For eBusiness & Channel Strategy Professionals

    Report:Use Analytics To Create Mobile Best Practices

    Continuous Improvement: The Mobile eBusiness Playbook

    Few digital business professionals use mobile to transform customer experiences. They too often approach the use of mobile with the question, "What should I do?" rather than, "How should I do it?"...

    • Downloads: 222
  • For eBusiness & Channel Strategy Professionals

    Report:Engage Customers Through Mobile

    Executive Overview: The Mobile Mind Shift Playbook

    eBusiness and channel strategy professionals face both the opportunity and the challenge of an ever more connected consumer. Consumers expect to be able to engage with brands on their mobile devices...

    • Downloads: 1395
  • 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: 168
  • 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: 225
  • 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: 107
  • For eBusiness & Channel Strategy Professionals

    Report:Your Customers Will Not Download Your App

    Develop A Strategy To Borrow Mobile Moments And Engage Your Customers Effectively — Where They Already Are

    Few eBusiness professionals will see the majority of their customers download their app, nor will they own enough mobile moments to win, serve, and retain their customers effectively. Most apps...

    • Downloads: 214
  • 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: 147
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Platforms, Partners, And Power

    Borrow Mobile Moments To Engage Your Customers In Context Throughout Your Ecosystem And On Third-Party Platforms

    You face the following challenge: Most of your customers will not download your mobile app, but you know that mobile is the most important digital touchpoint in which to win, serve, and retain your...

    • Downloads: 99
  • 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: 350