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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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9 results in Reports

  • Benjamin Ensor
  • Consumer Electronics & Technology
  • Customer Experience Management

  • 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:In The US, Few Use Financial Comparison Sites

    Benjamin Ensor, Peter WannemacherSeptember 05, 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:Italian Online Banking Forecast: 2008 To 2013

    Alexander Hesse, Benjamin EnsorFebruary 05, 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: 566

  • For eBusiness & Channel Strategy Professionals

    Report:French Online Banking Forecast: 2008 To 2013

    Benjamin EnsorFebruary 04, 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: 687

  • 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: 542

  • For eBusiness & Channel Strategy Professionals

    Report:UK Online Banking Forecast: 2007 To 2012

    Benjamin Ensor, Tim van TongerenNovember 01, 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: 998

  • 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: 348

  • 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

  • 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
 
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