Forrester Research : Analyst

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Benjamin Ensor

Vice President, Research Director serving eBusiness & Channel Strategy PROFESSIONALS

Blog: eBusiness & Channel Strategy Blog

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

Reports (7)
Charts & Figures (6)

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7 results in Reports

Benjamin Ensor
Customer Experience Management
Branch Banking

For eBusiness & Channel Strategy Professionals
Report:How French Banking Customers Use Different Channels, 2011
Benjamin EnsorDecember 09, 2011
Banking channel use is changing in France as customers slowly turn away from traditional channels like branches and the telephone to use digital channels like Internet and mobile banking. Digital...
- Downloads: 337
- Rating:
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:How Dutch Banking Customers Use Different Channels, 2011
Benjamin EnsorSeptember 13, 2011
The Netherlands continues to be the leader in online banking adoption in Europe. With just 9% of Dutch consumers using branches and 85% using online banking each month, the Web has become the heart...
- Downloads: 439
For eBusiness & Channel Strategy Professionals
Report:Trends 2009: European Retail Banking eBusiness And Channel Strategy
The Financial Crisis And The Recession Have Changed Priorities For Executives
Benjamin EnsorMay 12, 2009
Under the impact of the financial crisis and the recession, eBusiness and channel strategy executives at European retail banks will focus on retaining customers and increasing efficiency in 2009. In...
- Downloads: 1602
For eBusiness & Channel Strategy Professionals
Report:Customer Advocacy 2007: How Customers Rate European Banks
Benjamin EnsorNovember 02, 2007
Customers who see their main bank as a customer advocate that does what's best for them, and not just what's best for its profits, are more likely to consider it for future financial purchases. On...
- Downloads: 299
For eBusiness & Channel Strategy Professionals
Report:The UK's Nationwide Puts Its Members First
A Case Study In Experience-Based Differentiation
Benjamin EnsorAugust 15, 2007
In the late 1990s, the UK's Nationwide Building Society faced a challenge — many members were pushing the institution toward demutualization. Nationwide rebuffed this move by improving its...
- Downloads: 228
For eBusiness & Channel Strategy Professionals
Report:Jyske Bank Transforms Its Banking Experience
A Case Study In Experience-Based Differentiation
Benjamin Ensor, Tim van TongerenAugust 08, 2007
Denmark's Jyske Bank radically changed the experience that it delivers to customers. As part of its Jyske Difference program, the bank refitted all its branches with a new open layout, developed new...
- Downloads: 398

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Benjamin Ensor

Vice President, Research Director serving eBusiness & Channel Strategy PROFESSIONALS

Research Coverage:

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For eBusiness & Channel Strategy Professionals

Report:How French Banking Customers Use Different Channels, 2011

For eBusiness & Channel Strategy Professionals

Report:How Spanish Banking Customers Use Different Channels, 2011

For eBusiness & Channel Strategy Professionals

Report:How Dutch Banking Customers Use Different Channels, 2011

For eBusiness & Channel Strategy Professionals

Report:Trends 2009: European Retail Banking eBusiness And Channel Strategy

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2007: How Customers Rate European Banks

For eBusiness & Channel Strategy Professionals

Report:The UK's Nationwide Puts Its Members First

For eBusiness & Channel Strategy Professionals

Report:Jyske Bank Transforms Its Banking Experience

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