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Benjamin Ensor

Vice President, Research Director serving eBusiness & Channel Strategy PROFESSIONALS

Benjamin serves eBusiness & Channel Strategy Professionals. His research focuses on how consumers perceive, adopt, and use new technologies and what that means for business executives at consumer companies, encompassing topics like customer segmentation, business models, and managing multiple distribution channels.

His research explores how emerging technologies like the Internet and mobile phones affect consumers' behavior, what motivates their use of different channels for different tasks, and how new channels and technologies are changing consumers' media consumption and their relationships with consumer firms like retailers and financial services companies. In particular, he specializes in understanding the effect of the Internet and other new technologies on business models in retail financial services, including payments, banking, lending, investments, and insurance.

During his 13 years at Forrester, Benjamin has worked in the company's Consumer Technographics®, financial services, and eBusiness channel & product management professional teams. He is based in Forrester's London office.

Previous Work Experience

Before he joined Forrester, Benjamin was an analyst at Fletcher Research, the UK Internet research company that Forrester acquired. There, he researched the nascent online retail, online financial services, and online advertising markets. Before joining Fletcher Research, Benjamin worked as a financial journalist in London for four years.


Education

Benjamin has a degree in modern history from Trinity College, Oxford.

Research Coverage:

Consumer Mobile Activities, Consumer Mobile Adoption, Cross Channel Strategies, Customer Advocacy, Customer Experience Management, Email Customer Service, In-Store Technologies, Mobile Channel for Consumers, Mobile Web, Multichannel Customer Experience, Phone Self-Service, Social CRM

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11 results in Everything

  • Customer Experience Management
  • Julie A. Ask
  • Past 18 months

  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Maturity Equates To Mobile Competency

    Assessment: The Mobile eBusiness Playbook

    Julie A. AskNovember 02, 2012

    eBusiness professionals began in earnest to develop mobile services with the launch of the Apple App Store in 2008. They now have four-plus years of experience under their belts. Initially they...

    • Downloads: 307
    • Comments: 1
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Building A Pervasive Corporate Mobile Competency

    Organization: The Mobile eBusiness Playbook

    Julie A. AskJanuary 25, 2013

    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: 270

  • For eBusiness & Channel Strategy Professionals

    Report:Executing End-To-End Mobile Services

    Best Practices: The Mobile eBusiness Playbook

    Julie A. Ask, Patti Freeman EvansMay 10, 2012

    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: 851
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Charts & Figures:The Sophistication Of Mobile Services Will Evolve

    Julie A. Ask

  • For eBusiness & Channel Strategy Professionals

    Report:A Systematic Approach To Mobile Strategy

    Strategic Plan: The Mobile eBusiness Playbook

    Julie A. Ask, Charles S. GolvinMay 10, 2012

    Mobile is hot, but too many executives take a backward approach to developing a mobile initiative and begin with technology decisions such as "We need an iPhone application" or "Let's do something...

    • Downloads: 4177

  • For eBusiness & Channel Strategy Professionals

    Report:Strategic Staffing For Mobile eBusiness

    Patti Freeman Evans, Carrie Johnson, Peter Wannemacher, Julie A. Ask, Jonathan BrowneMay 09, 2012

    As mobile adoption increases, eBusiness and channel strategy professionals are challenged to determine how these devices integrate with their existing sales and service channels. It is imperative...

    • Downloads: 354
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Mandate For eBusiness Professionals

    Business Case: The Mobile eBusiness Playbook

    Julie A. AskMay 01, 2012

    Mobile offers eBusiness professionals the opportunity to engage with consumers at every step of their purchasing journeys, from upper-funnel demand generation through replenishment or repeat...

    • Downloads: 891
    • Comments: 1
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:The Future Of Mobile eBusiness Is Context

    Vision: The Mobile eBusiness Playbook

    Julie A. AskMay 01, 2012

    Consumers will adopt and use convenient services and products. In mobile, this translates to services that offer immediacy and simplicity through a highly contextual experience. The ability to...

    • Downloads: 1617

  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Technology Adoption

    A Benchmarking Guide For eBusiness Professionals

    Julie A. AskOctober 03, 2012

    Mobile technology for both hardware and software is experiencing a frenetic pace of change. What table stakes or "being in the game" means is constantly moving. eBusiness professionals have procured...

    • Downloads: 1025
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Technologies That Drive Sales

    Tools And Technology: The Mobile eBusiness Playbook

    Julie A. Ask, Jeffrey S. HammondAugust 10, 2012

    New phone features and capabilities are cropping up seemingly by the day. At the same time, this fast-paced change is dramatically affecting how eBusiness professionals interact with their teams and...

    • Downloads: 1323
    • Rating:

  • For CIO Professionals

    Report:CIO: The Future Of Mobile Is Context

    Building A Foundation To Enable Next-Generation Mobile Services

    Ted Schadler, Julie A. AskDecember 20, 2011

    CIOs that Forrester interviewed understand the potential of context and are building the foundational infrastructure needed to support the use of context across consumer touchpoints — not just...

    • Downloads: 763
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Why eBusiness Pros Need A Five-Year Plan

    Mobile Services And Technology Development Approaches Must Consider Future Needs

    Julie A. AskOctober 15, 2012

    Press and vendors hype the Web, evolving technologies such as HTML5, middleware platforms, and tactics like responsive design as the answer to mobile fragmentation and the associated costs of...

    • Downloads: 345
    • Comments: 2
    • Rating:
 
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