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.

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30 results in Reports

  • Benjamin Ensor
  • Customer Experience Management
  • 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: 1638
  • 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: 1263
  • For eBusiness & Channel Strategy Professionals

    Report:UK Online Banking Forecast: 2007 To 2012

    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: 1018
  • 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: 1184
  • 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: 1146
  • For eBusiness & Channel Strategy Professionals

    Report:Topic Overview: European Retail Financial Services

    Forrester's European retail financial services research helps marketing and strategy executives understand emerging trends in consumer attitudes, business, and technology. Our research spans the...

    • Downloads: 970
  • For eBusiness & Channel Strategy Professionals

    Report:Market Overview: Personal Financial Management Solutions

    A Global Guide To Choosing White-Label Personal Financial Management

    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: 959
  • 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: 872
  • For eBusiness & Channel Strategy Professionals

    Report:The Sources Of ING Direct's Success

    How ING Direct Won 17 Million Customers While Still Making A Profit

    ING Direct first opened for business in Canada 10 years ago. In the decade since, the company has become the most successful direct bank in the world with more than 17 million customers in nine...

    • Downloads: 802
  • For eBusiness & Channel Strategy Professionals

    Report:French Online Banking Forecast: 2008 To 2013

    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: 703
  • For eBusiness & Channel Strategy Professionals

    Report:How To Win Retail Deposits In The Credit Crisis

    Fourteen Quick Things To Do To Sell More Savings Products Online

    The acute worsening of the financial crisis following the collapse of Lehman Brothers on September 15, 2008, has left many banks desperate for retail funding. As the business owners of a major...

    • Downloads: 603
  • For Customer Insights Professionals

    Report:Marketing Financial Services To Young Consumers

    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: 563
  • For eBusiness & Channel Strategy Professionals

    Report:Italian Online Banking Forecast: 2008 To 2013

    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: 578
  • 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: 649
  • For eBusiness & Channel Strategy Professionals

    Report:German Online Banking Forecast: 2007 To 2012

    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: 559
  • For eBusiness & Channel Strategy Professionals

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

    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: 480
  • 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:In The US, Few Use Financial Comparison Sites

    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: 372
  • 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:Online Banking Holdouts Still Want Security Guarantees

    European Net Users Want Security Guarantees And Incentives To Bank Online

    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: 289
  • 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

    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: 356
  • 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 French Consumers Use The Net To Research And Buy Financial Products

    The Web Still Plays A Small Role As A Distribution Channel In France

    The Internet has been slow to take off as a distribution channel for financial products in France. Although 18% of French consumers have researched a financial product online and 3% have bought a...

    • Downloads: 371
  • 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:How French Banking Customers Use Different Channels, 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: 377