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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 Reports

  • Benjamin Ensor
  • Mobile Channel for Consumers

  • For eBusiness & Channel Strategy Professionals

    Report:Building A World-Class Mobile Banking Strategy

    Executive Overview: The Mobile Banking Strategy Playbook

    Peter Wannemacher, Benjamin EnsorMarch 19, 2013

    Mobile banking is the most important strategic change in retail banking in more than a decade. Yet too many banks have taken a haphazard approach to mobile strategy, rolling out apps and features...

    • Downloads: 418

  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Banking

    Processes: The Mobile Banking Strategy Playbook

    Benjamin Ensor, Myriam Da CostaJanuary 28, 2013

    The critical question for many digital banking teams after they build mobile banking is how to encourage customer adoption and use. Forrester spoke to eBusiness executives at banks about the current...

    • Downloads: 595

  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Banking 2012

    Landscape: The Mobile Banking Strategy Playbook

    Benjamin Ensor, Tiffani Montez, Peter WannemacherAugust 13, 2012

    Mobile banking continues to gather momentum across developed countries, fueled by rising smartphone use and the steadily improving supply of mobile banking from banks in North America, Europe, and...

    • Downloads: 1472
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Banking In Europe 2012

    Mobile Banking Is A Major Strategic Shift, Not Just Another Channel

    Benjamin EnsorJuly 17, 2012

    Most European banks have now launched their mobile offerings, and customers are steadily adopting mobile banking: 21% of European Net users with a mobile phone now use at least one form of mobile...

    • Downloads: 655
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Digital Solutions Help Migdal's Agents To Master A Multi-Touchpoint World

    Benjamin Ensor, Sabine PoltermannJanuary 05, 2012

    eBusiness and channel strategy professionals at insurers face a strategic dilemma — managing the in-person agent field force while migrating services online. Israeli insurance provider Migdal,...

    • Downloads: 370

  • For eBusiness & Channel Strategy Professionals

    Report:How Spanish Banking Customers Use Different Channels, 2011

    Benjamin Ensor, Sabine PoltermannOctober 31, 2011

    Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

    • Downloads: 360
    • Comments: 1

  • For eBusiness & Channel Strategy Professionals

    Report:Understanding Online Payment Preferences In Europe

    Alternative Payment Systems Provide Opportunities For European Merchants

    Benjamin Ensor, Sabine PoltermannAugust 29, 2011

    The European online payment landscape is highly fragmented, with different payment methods achieving varied adoption levels across European countries. One in two European online buyers does not own a...

    • Downloads: 960

  • For eBusiness & Channel Strategy Professionals

    Report:NFC Technology Is Revitalizing Mobile Payments

    But Mobile Contactless Payments Face Huge Adoption Hurdles

    Alexander Hesse, Benjamin EnsorApril 22, 2008

    Mobile contactless systems based on Near Field Communication (NFC) offer a much faster way to initiate payments with a mobile phone than SMS or other mobile network-based technologies, providing a...

    • Downloads: 1294

  • For eBusiness & Channel Strategy Professionals

    Report:Will The iPhone Boost Mobile Banking?

    Benjamin Ensor, Alexander HesseDecember 11, 2007

    Five months after Apple launched the iPhone in the US, the iPhone has gone on sale in Europe. Now banks are asking: "How will it affect mobile banking?" We think that the iPhone is an important...

    • Downloads: 779

  • For eBusiness & Channel Strategy Professionals

    Report:European Mobile Banking: An Inconvenient Truth

    Most Large Banks Offer Mobile Banking But Few Consumers Use It

    Benjamin EnsorOctober 25, 2007

    Although most leading European retail banks offer mobile banking services based on SMS and mobile Internet to everyone with a capable phone, only 5% of Net users use them today. Those who do tend to...

    • Downloads: 741

  • For eBusiness & Channel Strategy Professionals

    Report:The Financial Alerts That Net Users Want

    Consumer Interest In Email And SMS Alerts Continues To Outstrip Supply

    Benjamin EnsorAugust 07, 2007

    Europe's frequent Net users are interested in a wide range of financial alerts, from large payment warnings to insurance renewal reminders. Most of these Net users would like to receive alerts by...

    • Downloads: 223
 
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