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.

Refine your results

Date Range

Methodology

Topics

Industry

Region

13 results in Reports

  • Benjamin Ensor
  • Financial Services
  • Multichannel Customer Experience
  • 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

    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: 1640
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2012: European Retail Banking eBusiness And Channel Strategy

    Put Digital Touchpoints At The Heart Of Your Multichannel Strategy

    In this research, we explore what the state of the economy, new regulations, competition, and changing customer behavior mean for the priorities of eBusiness and channel strategy executives at...

    • Downloads: 1264
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Banking

    Processes: The Mobile Banking Strategy Playbook

    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: 1186
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Insurance, 2013

    Digital Teams Are Starting To Serve Customers Through Mobile Devices

    Insurance companies are rolling out a widening range of mobile insurance functionality for both consumers and agents. While there's substantial consumer interest in mobile insurance, actual use is...

    • Downloads: 1149
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Rabobank Reduces The Supply-Side Barriers To Mobile Banking

    Rabobank has been a pioneer of mobile financial services and has a clear vision of the future of the channel. The Dutch bank was one of the first to launch transactional mobile banking services back...

    • Downloads: 873
  • For eBusiness & Channel Strategy Professionals

    Report:The Business Case For Personal Financial Management

    Personal Financial Management Offers A Wide Range Of Benefits

    Many financial services eBusiness executives are considering investing in money management tools for their customers, but they struggle with the business case. To help eBusiness executives build the...

    • Downloads: 650
  • For eBusiness & Channel Strategy Professionals

    Report:How Dutch Banking Customers Use Different Channels, 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: 477
  • For eBusiness & Channel Strategy Professionals

    Report:Jyske Bank Transforms Its Banking Experience

    A Case Study In Experience-Based Differentiation

    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: 419
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2007: How Customers Rate European Banks

    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: 308
  • For eBusiness & Channel Strategy Professionals

    Report:How Spanish Banking Customers Use Different Channels, 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: 393
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2011: How Customers Rate European Banks

    In the midst of the recession and ongoing sovereign debt crisis, only 29% of Europeans believe their bank acts in their best interest. However, some banks rank much higher than others in our customer...

    • Downloads: 298
  • For eBusiness & Channel Strategy Professionals

    Report:The UK's Nationwide Puts Its Members First

    A Case Study In Experience-Based Differentiation

    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: 240
  • For eBusiness & Channel Strategy Professionals

    Report:2014 European Mobile Banking Functionality Benchmark

    Garanti Tops Our Review Of European Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking offerings of 11 retail banks across Europe on more than 35 criteria. The banks have laid strong...

    • Downloads: 163