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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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37 results in Reports

  • Benjamin Ensor
  • Consumer Technographics

  • 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: 1608

  • 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: 1516
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:UK Online Banking Forecast: 2007 To 2012

    Benjamin Ensor, Tim van TongerenNovember 1, 2007

    Online banking has grown gradually in the UK over the past decade and is now used by 31% of adults, or 15 million people. But growth has slowed in the past couple of years. That's odd because only...

    • Downloads: 1001

  • 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

    Benjamin Ensor, Auke Douwe VeenstraApril 25, 2012

    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: 986
    • Rating:

  • 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: 973

  • 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: 742

  • For eBusiness & Channel Strategy Professionals

    Report:French Online Banking Forecast: 2008 To 2013

    Benjamin EnsorFebruary 4, 2008

    Online banking has grown steadily in France over the past decade, boosted by the growth in Net use overall, and is now used by 31% of adults, or 15 million people. We expect that growth to continue...

    • Downloads: 691

  • For eBusiness & Channel Strategy Professionals

    Report:How UK Banking Customers Use Different Channels

    Benjamin EnsorOctober 9, 2009

    The steady growth of online banking in the UK over the past decade is changing the way people use other banking channels. Half of UK adults still visit a branch each month, although the number of...

    • Downloads: 796

  • For eBusiness & Channel Strategy Professionals

    Report:Market Overview: Personal Financial Management Solutions

    A Global Guide To Choosing White-Label Personal Financial Management

    Benjamin EnsorSeptember 27, 2011

    Online personal financial management (PFM) is rapidly moving up the priority lists of many eBusiness executives at banks and wealth management firms worldwide. Executives who want to offer online...

    • Downloads: 815
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Using Video To Drive Online Financial Services Sales

    How Financial Services eBusiness Executives Can Use Online Video

    Sabine Poltermann, Benjamin EnsorAugust 11, 2011

    More people than ever before watch online video. In response, an increasing number of financial services eBusiness teams are using online video to drive sales. Nevertheless, based on our study of...

    • Downloads: 797
    • Rating:

  • For Customer Insights Professionals

    Report:Marketing Financial Services To Young Consumers

    Benjamin EnsorApril 19, 2007

    The financial needs of today's young consumers are much the same as those of their parents at the same age. But their expectations and behavior are quite different. As they grow older, we expect many...

    • Downloads: 541

  • For eBusiness & Channel Strategy Professionals

    Report:How UK Consumers Use The Net To Research And Buy Financial Products

    The Internet Is A Core Distribution Channel For Most Retail Financial Products

    Benjamin Ensor, Lauriane CamusFebruary 18, 2010

    The use of the Internet to both research and buy financial products has grown enormously in the UK over the past decade. As a result, the Internet is now a core distribution channel for most retail...

    • Downloads: 657

  • For eBusiness & Channel Strategy Professionals

    Report:Italian Online Banking Forecast: 2008 To 2013

    Alexander Hesse, Benjamin EnsorFebruary 5, 2008

    With only 15% of adults regularly banking online, Italy is still Western Europe's online banking laggard. Many Italians don't use the Net regularly, and those who do are far more reluctant to use...

    • Downloads: 567

  • For eBusiness & Channel Strategy Professionals

    Report:German Online Banking Forecast: 2007 To 2012

    Tim van Tongeren, Benjamin EnsorNovember 20, 2007

    Online banking has taken off in Germany — 39% of Germans now bank online. We expect online banking to grow by about 4% each year as a result of a gradual increase in Net users' confidence in...

    • Downloads: 545

  • For eBusiness & Channel Strategy Professionals

    Report:How UK Banking Customers Use Different Channels, 2011

    Executives Need To Put Digital Touchpoints At The Heart Of Their Strategies

    Benjamin EnsorJanuary 30, 2012

    Online banking has changed the way people use other banking channels over the past decade. Even so, half of UK adults still visit a branch each month. eBusiness and channel strategy executives need...

    • Downloads: 659

  • 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: 681
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Three In Five US Online Adults Have Cut Their Spending Because Of The Economy

    Younger And Higher-Income Consumers Are More Optimistic

    Benjamin Ensor, Peter WannemacherNovember 3, 2008

    With many American financial institutions struggling, it will surprise no one to hear that Americans are showing signs of pessimism and uncertainty about the national economy. A recent Forrester...

    • Downloads: 315

  • For eBusiness & Channel Strategy Professionals

    Report:In The US, Few Use Financial Comparison Sites

    Benjamin Ensor, Peter WannemacherSeptember 5, 2008

    More than 9 million US adults have used a comparison Web site to research a financial product, and one-third of US online financial researchers say they trust product comparison sites. US online...

    • Downloads: 364

  • 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: 441

  • For eBusiness & Channel Strategy Professionals

    Report:Online Banking Holdouts Still Want Security Guarantees

    European Net Users Want Security Guarantees And Incentives To Bank Online

    Benjamin EnsorJune 21, 2007

    Some 84 million European Net users who could bank online don't do so. Only one-third of these online banking holdouts say that nothing would persuade them to adopt online banking. The remainder say...

    • Downloads: 281

  • For eBusiness & Channel Strategy Professionals

    Report:Many Online Banking Users Use Few Features

    Why European Online Banking Users Don't Use All The Available Functionality

    Benjamin EnsorSeptember 10, 2007

    While the majority of European banks now offer a wide range of online banking functionality, most of their customers don't use many of the available features. The most popular functions of online...

    • Downloads: 349

  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2007: How Customers Rate European Banks

    Benjamin EnsorNovember 2, 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: 301

  • 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: 362
    • Comments: 1

  • For eBusiness & Channel Strategy Professionals

    Report:How French Banking Customers Use Different Channels, 2011

    Benjamin EnsorDecember 9, 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: 345
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:European Online Insurance Sales Forecasts By Country, 2006 To 2011

    Benjamin EnsorSeptember 4, 2007

    European online non-life insurance sales forecasts per country (UK, France, Italy, Spain, Sweden, Germany and the Netherlands).

     
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