Benjamin Ensor

Vice President, Research Director serving eBusiness & Channel Strategy PROFESSIONALS

Benjamin serves eBusiness & Channel Strategy Professionals. His research explores how digital affects consumers' behavior, what motivates their use of different touchpoints for different tasks, and how new consumer touchpoints are changing consumers' relationships with companies. In particular, he specializes in understanding the effect of digital technologies on business models in retail financial services, including payments, banking, lending, investments, and insurance.

During his 17 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.


Benjamin has a degree in modern history from Trinity College, Oxford.

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  • Srividya Sridharan
  • For Customer Insights Professionals

    Blog:Analytics Democratization Continues As KXEN Finds A New Home

    SAP today announced plans to acquire KXEN, a provider of predictive analytics technology. The terms of the deal are not known. This is an interesting development for both companies and highlights the...

    • For Application Development & Delivery Professionals

      Report:Build An Agile Customer Data Support Organization

      In a customer-centric world, designing, architecting, building, and deploying processes and applications based solely on business requirements no longer works. Leading organizations need to take an...

      • Downloads: 375
    • For Customer Insights Professionals

      Report:Predictions 2015: Invest In Customer Insights To Activate Contextual Marketing

      CI Pros Will Close The Gaps Between Data, Insights, And Action This Year

      Customer insights (CI) professionals are in a unique position to help their firms make the journey toward customer obsession. Why? Because they enable their firms to close the gap between the...

      • Downloads: 544
    • For Customer Insights Professionals

      Report:Turn Data Into Insights With Customer Analytics

      Executive Overview: The Customer Analytics Playbook

      The sheer scale and diversity of customer data provides rich new sources of insight, allowing firms to engage in novel ways and enable digital disruption of entire industries. Today, customer...

      • Downloads: 1694
    • For Customer Insights Professionals

      Report:How To Innovate With Customer Analytics

      Establish A Phased Approach To Analytics Innovation With Ideation And Implementation

      Analytics innovation is neither fast nor easy. That's why some companies are buying their way to innovation to quickly ramp their analytics chops — an option not realistic for most marketers....

      • Downloads: 515
    • For Customer Insights Professionals

      Report:Deciphering A Fragmented Customer Analytics Ecosystem

      Tools And Technology: The Customer Analytics Playbook

      With the increased focus on insights-driven marketing, few firms have the budgets, technology capabilities, or analytical skills to advance their analytics agendas internally, and they frequently...

      • Downloads: 3395
    • For Customer Insights Professionals

      Report:Brief: Don't Give Up On Customer Segmentation

      Performance Management: The Customer Analytics Playbook

      In the era of big data and hyper-personalization, is customer segmentation antiquated or more powerful than ever? That depends on your approach, but many customer insights (CI) pros continue to make...

      • Downloads: 324
    • For Customer Insights Professionals

      Blog:Participate In Our TechRadar™ Research On Customer Analysis Methods

      Customer insights professionals have many customer analytics methods (sub's reqd) to choose from today to perform behavioral customer analysis, and new techniques emerge as the...

      • For B2C Marketing Professionals

        Report:TechRadar™: Marketing And Advertising Technology, Q1 2016

        The Top Technologies Marketers Need For Their BT Agenda

        Marketing technologies have changed dramatically in the last decade, with new solutions built to support the growing channels and touchpoints consumers are using to connect with brands across all...

        • Downloads: 383
      • For Customer Insights Professionals

        Report:Predictions 2016: Personal At Last For CI Professionals

        How CI Pros Will Crack The Contextual Code To Reach And Engage Individuals

        Marketers will face a hypercompetitive 2016 with one more year of digital experience under their belts, easier access to contextual insights, and improved technology. These factors will stimulate...

        • Downloads: 162
      • For Customer Insights Professionals

        Report:TIAA-CREF Embarks On Analytics Governance

        The digital analytics team at financial services organization TIAA-CREF wanted to deliver strategic, forward-thinking insights to internal decision-makers. To enhance its influence on the business,...

        • Downloads: 199
      • For Customer Insights Professionals

        Report:How Analytics Drives Customer Life-Cycle Management

        Vision: The Customer Analytics Playbook

        With the growing importance of customer insights in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business...

        • Downloads: 3369
      • For Application Development & Delivery Professionals

        Report:Instant Insight: The Truth About Advanced Analytics

        "Advanced Analytics" Is Not Just "Better Analytics"

        This report answers common questions that business technology professionals ask about the what, why, and how of advanced analytics. Don't make the mistake of thinking that "advanced analytics" is...

        • Downloads: 603
      • For Customer Insights Professionals

        Charts & Figures:Model Your Analytics Innovation Process Based On This Sample Blueprint

      • For Customer Insights Professionals

        Blog:What Is Your Customer Analytics Persona?

        Buy analytics software, hire marketing scientists, and engage analytics consultants. Now wait for the magic of customer analytics to happen. Right? Wrong. Building a successful customer analytics...

        • For Customer Insights Professionals

          Charts & Figures:Project Prioritization Model Assigns Scores To Each Analytics Project

        • For Customer Insights Professionals

          Blog:Win, Serve And Retain Customers With 15 Customer Analytics Methods

          Customer analytics takes center stage in the age of the customer for firms trying to understand and predict customer behavior. From descriptive to predictive methods, customer insights (CI)...

          • For Customer Insights Professionals

            Report:Seven Advanced Analytics Must-Knows

            Use Advanced Analytics To Power Customer Engagement

            Don't make the mistake of thinking that "advanced analytics" is just "better analytics." It is a fundamentally different data-driven approach firms use to find new knowledge and insights about...

            • Downloads: 724
          • For Customer Insights Professionals

            Charts & Figures:Establish A Two-Phased Approach To Analytics Innovation

          • For Customer Insights Professionals

            Charts & Figures:A Balanced Scorecard Measures The Performance Of Analytics Capability

          • For Customer Insights Professionals

            Blog:Announcing the 2013 Customer Analytics & Measurement Survey

            Last year, we published The State of Customer Analytics 2012 (subscription required)  based on the results of our annual customer analytics adoption survey where we uncovered key trends of how...

            • For Customer Insights Professionals

              Report:Quick Take: IBM-Twitter Partnership Narrows The Data To Insights Gap

              And In Turn Lures Business To The Cloud

              What happens in Vegas, stays in Vegas — unless you tweet about it. On October 29, IBM and Twitter announced a partnership to help enterprises get customer insights from the social giant's...

              • Downloads: 114
            • For Customer Insights Professionals

              Blog:Participate In Our Forrester/DMA Customer Loyalty Benchmark Research

              This is a guest post by Samantha Ngo, Researcher on the Customer Insights team.   Wonder how your loyalty strategies compare to others in the industry? As a refresh to our 2012 benchmarks, we...

              • For Customer Insights Professionals

                Blog:The Customer Insights Research Team Is Hiring!

                Gone are the days when we have to “sell” the idea of using customer and marketing data to drive better business decisions. The sheer scale and diversity of customer data will provide rich...

                • For Customer Insights Professionals

                  Report:TechRadar™: Customer Analytics Methods, Q2 2016

                  Road Map: The Customer Analytics Playbook

                  Forrester has identified 15 key customer analytics methods that customer insights (CI) professionals must master. CI professionals are faced with tough decisions about which combination of methods...

                  • Downloads: 1303