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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 (6)
Charts & Figures (15)

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Consumer Technographics (3)

Topics

6 results in Reports

Benjamin Ensor
Past 18 months
Customer Experience Management

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: 963
- Rating:
For eBusiness & Channel Strategy Professionals
Report:Best Practices In Mobile Banking
Processes: The Mobile Banking Strategy Playbook
Benjamin Ensor, Myriam Da CostaJanuary 28, 2013
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: 595
For eBusiness & Channel Strategy Professionals
Report:Case Study: Digital Solutions Help Migdal's Agents To Master A Multi-Touchpoint World
Benjamin Ensor, Sabine PoltermannJanuary 05, 2012
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: 370
For eBusiness & Channel Strategy Professionals
Report:The Business Case For Personal Financial Management
Personal Financial Management Offers A Wide Range Of Benefits
Benjamin Ensor, Tiffani MontezSeptember 05, 2012
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: 413
- Comments: 2
- Rating:
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:Customer Advocacy 2011: How Customers Rate European Banks
Benjamin EnsorJanuary 18, 2012
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: 258
- Rating:

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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:Trends 2012: European Retail Banking eBusiness And Channel Strategy

For eBusiness & Channel Strategy Professionals

Report:Best Practices In Mobile Banking

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

Report:The Business Case For Personal Financial Management

For eBusiness & Channel Strategy Professionals

Report:How French Banking Customers Use Different Channels, 2011

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2011: How Customers Rate European Banks

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