Benjamin Ensor

Vice President, Research Director

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Benjamin Ensor

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Predictions 2019: Financial Services Firms Shift Their Focus To Operational Efficiency

Benjamin Ensor November 7, 2018

In the decade since the global financial crisis, much of the financial services industry has made a strong recovery. While many governments are still nursing large debts, most banks, investment management firms, and insurance companies have long since returned to good health. Growing economies, rising interest rates, and increased trading activity have delivered strong earnings […]

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Finovate 2016: Automation And Personalization Take Centre Stage

Benjamin Ensor February 10, 2016

Finovate came to London again this week and I was lucky enough to attend. Here are my thoughts from the two days: This year’s big theme was robo-advice. Every Finovate seems to have an unofficial, accidental theme with a large group of start-ups clustered around the same disruption, like PFM, mobile payments, small business banking […]

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Finovate Europe 2015: Execution Is Harder Than Idea Generation

Benjamin Ensor February 13, 2015

I spent Tuesday and Wednesday of this week at Finovate Europe. As always, it is a great way to spend two days thinking about digital financial innovation and how firms can deliver better experiences for their customers. Here are a few of my impressions from the two days: Biometrics is becoming mainstream.We barely raise an […]

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We're Hiring: Analyst Serving eBusiness & Channel Strategy Professionals, Amsterdam Or London

Benjamin Ensor February 10, 2015

We are looking for a new analyst or senior analyst to join our eBusiness and channel strategy team, based in either London or Amsterdam. We're looking for someone with an analytical mind, good communication skills, a clear perspective on the future of digital financial services, and experience of the complexities of retail financial services and […]

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Which Firm Poses The Biggest Disruptive Threat To Retail Financial Services?

Benjamin Ensor July 31, 2014

Over the past few months, we've been researching a series of reports about the disruptive potential of various clusters of new entrants into financial services, from social lending and crowdfunding to digital investment managers and digital banks. But many eBusiness executives are more concerned about the potential impact of technology giants like Amazon, Apple or […]

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Mobile Banking Innovation In Europe

Benjamin Ensor June 23, 2014

This is a guest post from Aurélie L’Hostis, a researcher serving eBusiness & Channel Strategy professionals. In a world that’s constantly on the move, more and more Europeans appreciate that the phone in their pocket can do more than just cruise the Internet, check the weather forecast, and shoot disgruntled birds into space. For mobile banking now […]

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Finovate Europe 2014: Digital Financial Innovation

Benjamin Ensor February 12, 2014

I’ve spent the past two days at Finovate Europe in London, which must be one of the more thought-provoking ways anyone in digital financial services can spend two days. Here’s my perspective on the lessons from the event for digital financial services executives: More people are focusing on the small business opportunity. There were far […]

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It's Time Digital Banking Teams Took Games Seriously

Benjamin Ensor October 4, 2013

This is a guest post from Rachel Roizen, a researcher serving eBusiness & Channel Strategy professionals. Gamification, which Forrester defines as the insertion of game dynamics and mechanics into non-game activities to drive a desired behavior, has rightfully been a hot topic of debate in many roles and many industries. We’ve blogged about it here, […]

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Kaching Lowers The Barriers To Mobile Payment Adoption

Benjamin Ensor April 23, 2013

Ten years ago, Forrester published some research with the slightly awkward title of ‘New Payment Systems’ Survival Guide’. One of our findings was that many successful new payment systems have some kind of ‘must-have’ transaction that encourages customers to go through the hassle of learning how to use a new system in the first place. […]

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Finovate Europe 2013: Digital Financial Innovation

Benjamin Ensor February 13, 2013

I’ve spent the past two days at Finovate Europe in London, which has rapidly established itself as the leading European retail financial technology event of the year. This year’s event was bigger than last year’s, with 64 exhibitors spread over the two days. Here are my impressions from the two days: Innovation is hard and […]

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How To Encourage Mobile Banking Use

Benjamin Ensor January 31, 2013

When we look at our Technographics data on mobile banking adoption by bank, it’s clear that some banks are doing much better than others. Why? Some banks are lucky. Some banks have distinctive brands or propositions that have earned them a customer base that is younger, better educated and higher income than the population as […]

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Does Your Company's Tax Policy Matter To eBusiness?

Benjamin Ensor December 3, 2012

Today is, apparently, Cyber Monday in the UK. But there's a more interesting story in the UK's eCommerce market. It's about tax. The debate is about the tax policies of a number of prominent multi-national businesses that operate in the UK, including Amazon, eBay, Google, Starbucks and Vodafone, most of which pay little or no […]

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Why Visa’s V.me Digital Wallet Matters To eBusiness

Benjamin Ensor November 23, 2012

I attended a briefing from Visa Europe yesterday, about its V.me digital wallet. Here’s what Visa said: V.me is more than a mobile digital wallet. Customers will be able to use V.me to make online payments too. It lets users check out at online stores using a one-click solution that remembers card details from multiple […]

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Innovation Lessons From BBVA

Benjamin Ensor November 10, 2012

I spent Tuesday and Wednesday at Forrester’s European Customer Experience Forum in London, which was based on the theme of Outside In, Forrester’s new book. One of the most interesting sessions I attended was ‘The Customer Centric Bank’ from Gustavo Vinacua, Innovation Center Director at BBVA’s Centro de Innovación in Madrid. Over the past decade, […]

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Why Contactless Cards Aren’t Taking Off In The UK

Benjamin Ensor October 5, 2012

The other day, Smile*, one of the banks I have an account with, sent me a new contactless card. The striking thing about this otherwise ordinary event was that the bank didn’t mention that it was a contactless card. I know it’s a contactless card because it has the contactless symbol on it. But nothing in […]

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Mobile Banking And Payment Innovation In France

Benjamin Ensor September 21, 2012

This is a guest post from Myriam Da Costa, a researcher serving eBusiness & Channel Strategy professionals. France has been quick to embrace mobile banking. Banks like BNP Paribas and Société Générale were among the pioneers of mobile banking in Europe and since 2009, all of the big French banks have launched iPhone mobile banking […]

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Digital Banking Innovation In Turkey

Benjamin Ensor September 18, 2012

In our research on eBusiness and channel strategy, we often come across clusters of innovation where innovation by one company in a sector causes its competitors not only to match it, but to try to leapfrog it — resulting in a rapid cycles of innovation. Among the examples of these clusters are insurance companies in […]

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The Business Case For Personal Financial Management

Benjamin Ensor September 6, 2012

Back in November 2006, a startup called Wesabe first showed the potential of online money management. Packaged personal financial management (PFM) software for PCs like Intuit's Quicken had existed for years, but Wesabe, Mint.com and a handful of other startups showed the value of using customer data, and community, to help people understand their finances […]

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One Fifth Of European Mobile Users Use Mobile Banking

Benjamin Ensor July 18, 2012

The longer we spend researching mobile banking, the more convinced I become that mobile banking is the most important innovation, or cluster of innovations, in retail banking in years, arguably in a century. Here’s why I think mobile banking is a much bigger deal than cash machines (ATMs), credit cards or home-based online banking: In […]

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We're Hiring: Analyst Serving eBusiness & Channel Strategy, Amsterdam Or London

Benjamin Ensor May 21, 2012

We're looking for a new analyst or senior analyst to join our eBusiness and channel strategy team, based in either Amsterdam or London. We're looking for someone with an analytical mind, good communication skills (listening, not just talking!), strong views on the impact of digital technologies on eBusiness and channel strategy, and experience of the […]

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