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 16 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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36 results in Reports

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

    Report:How French Banking Customers Use Different Channels, 2015

    Weave Digital And Human Touchpoints Together To Build A New Generation Of Digital Banking

    Banking channel use is changing in France as customers increasingly use digital touchpoints like online and mobile banking to manage their financial lives. Digital touchpoints are gradually replacing...

    • Downloads: 133
  • For eBusiness & Channel Strategy Professionals

    Report:Disrupting Finance: Mobile Payment Systems

    Mobile Payment Systems Are Still Struggling To Spark Adoption

    The mobile mind shift — the expectation by consumers that they can get what they want in their immediate context and moment of need — has inspired a generation of disrupters that use...

    • Downloads: 464
  • For eBusiness & Channel Strategy Professionals

    Report:Follow Best Practices To Encourage Digital Money Management Use

    Processes: The Digital Money Management Playbook

    Digital money management, often referred to as personal financial management (PFM), has not seen the adoption many digital banking executives had hoped for. This report looks at how eBusiness and...

    • Downloads: 809
  • For eBusiness & Channel Strategy Professionals

    Report:Pick The Right Digital Money Management Technologies

    Tools And Technology: The Digital Money Management Playbook

    For eBusiness executives at retail banks and wealth management firms worldwide who are either launching digital money management for the first time or want to improve an existing offering, choosing...

    • Downloads: 198
  • For eBusiness & Channel Strategy Professionals

    Report:Follow Best Practices To Encourage Mobile Banking Use

    Processes: The Mobile Banking Strategy Playbook

    The crucial question for many digital banking teams after they've launched their mobile banking sites and apps is how to encourage customer adoption and use. Forrester spoke to eBusiness executives...

    • Downloads: 1603
  • For eBusiness & Channel Strategy Professionals

    Report:Disrupting Finance: Digital Insurers

    Digital Insurance Startups Aim To Offer A Better Customer Experience

    The past few years have seen the emergence of several digital insurance startups like Kroodle, Oscar, and Metromile, which aim to use digital technologies like mobile apps and social media to make...

    • Downloads: 396
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Financial Sales

    Digital Teams Must Use Context To Be Relevant And Earn Sales

    As mobile touchpoints displace PCs, branches, advisors, and agents at the heart of customers' relationships with financial services firms, digital executives need to step up their mobile marketing...

    • Downloads: 306
  • For eBusiness & Channel Strategy Professionals

    Report:2014 European Mobile Banking Functionality Benchmark

    Garanti Tops Our Review Of European Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking offerings of 11 retail banks across Europe on more than 35 criteria. The banks have laid strong...

    • Downloads: 349
  • For eBusiness & Channel Strategy Professionals

    Report:Digital Financial Services Teams Should Embrace Game Mechanics

    Digital teams at financial services firms have been slower than digital teams in other industries to adopt game mechanics. But the success of game mechanics in sectors like airlines and education has...

    • Downloads: 519
  • 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: 1198
  • 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: 706
  • 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: 1319
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2011: How Customers Rate European Banks

    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: 303
  • 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: 514
  • 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: 385
  • 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: 999
  • 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: 484
  • 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: 374
  • 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: 1644
  • 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 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: 376
  • 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: 880
  • 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: 585
  • 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: 705
  • 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: 561