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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8 results in Reports

  • Benjamin Ensor
  • Online Financial Products & Services
  • Omnichannel Customer Experience
  • 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: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: 1322
  • 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: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: 710
  • 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: 523
  • 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: 485
  • 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: 358
  • 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