Benjamin Ensor

Vice President, Research Director

Forrester Bio

Benjamin Ensor

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What Can Bank eBusiness Executives Do About The Euro Crisis?

Benjamin Ensor May 19, 2012
These are worrying times for people across Europe as the euro lurches towards another crisis, with leaders talking openly about the possibility of Greece leaving the euro and reports of customers starting to withdraw deposits from banks in Greece and Bankia in Spain. It's easy to feel powerless in the face of such powerful forces, […]
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Our View On What Matters In European Retail Banking eBusiness & Channel Strategy

Benjamin Ensor April 26, 2012
The past five years have been awful for most European retail banks. The financial crisis, and the resulting recessions in most of Europe's economies, nearly destroyed some banks and crushed the profitability of many of the remainder. Worse than that, it was a problem that was partly or largely of (some) banks' own making. Banks […]
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Learning From Digital Innovation At Commonwealth Bank Of Australia

Benjamin Ensor February 29, 2012
There are a number of firms that we watch closely at Forrester because they stand out for sustained innovation. Behind the technology giants like Google and Apple, there are a number of established firms that are using technology to adapt rapidly and successfully to changing customer behaviour and needs. One of them is Commonwealth Bank […]
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Barclays Bank Raises Its Game In Digital Financial Innovation

Benjamin Ensor February 17, 2012
At our Marketing & Strategy Forum last November, Sean Gilchrist, head of digital banking at Barclays Bank, talked passionately about the importance of customer experience to the work being done by his team at Barclays. It's good to see some of the results of that focus on customers in two innovations introduced by Barclays in […]
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Finovate Europe 2012: Innovation In Digital Financial Services

Benjamin Ensor February 7, 2012
A number of people asked me to repeat my blog post from last year with my impressions from Finovate, so I thought I would. For those of you who aren’t familiar with Finovate, it’s a fast-paced format with seven-minute live demos and pitches from 35 financial technology vendors. It’s produced by Online Financial Innovations, the […]
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Will 2012 Be The Year Financial eBusiness Teams Fully Embrace Video?

Benjamin Ensor January 27, 2012
I love video as a communication media. The combination of sound and moving pictures so much more engaging and more memorable than text. We wrote in our research last year about how we're starting to see video being used more and more by eBusiness teams as an efficient and effective way to educate customers about […]
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The Co-Operative Bank Comes First In Forrester’s 2011 European Bank Customer Advocacy Rankings

Benjamin Ensor January 19, 2012
For the second year in succession, the UK's Co-operative Bank has come top in our European Bank Customer Advocacy Rankings, just ahead of Poland's ING Bank Śląski, with Germany's Sparda-Banken in third place. Customer advocacy is the perception among customers that a firm does what’s right for them, not just what’s best for its own […]
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The Battle For The Digital Wallet

Benjamin Ensor November 25, 2011
Over the past couple of years I have been intrigued by the concept of a 'digital wallet' that will combine mobile payments with a variety of other benefits for customers. The more people I talk to, the more convinced I am that mobile digital wallets will mark a big shift in retail payments. A mobile […]
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Mobile Banking: Just Another Channel Or Fundamental Strategic Shift?

Benjamin Ensor November 18, 2011
In the past week I’ve have the privilege of talking to (or listening to) executives responsible for mobile banking at some of Europe’s biggest banks, including Bankinter, Barclays Bank, La Caixa, Lloyds TSB, Nordea and RBS, at Forrester’s Marketing & Strategy Forum and at a conference on Next Generation Mobile Banking hosted by The Banker. […]
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Is It Time You Accepted PayPal?

Benjamin Ensor September 1, 2011
We've just published some new research on online shoppers' payment preferences in Europe. Payment habits across Europe remain diverse, with shoppers in different countries using different, and sometimes entirely different, payment methods to shop online. One of the findings that struck me most during our research was the growing popularity of PayPal. That PayPal is […]
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We’re Hiring! Analyst Serving eBusiness and Channel Strategy, Amsterdam

Benjamin Ensor August 11, 2011
After six years at Forrester, Alexander Hesse has decided to leave Forrester to take on a new challenge in a different field. It's always a sad day when you lose a respected colleague and I wish Alex the very best. We're looking for a new senior analyst to join our eBusiness and channel strategy team, […]
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The Next Generation Of Digital Financial Services

Benjamin Ensor March 15, 2011
[With apologies to all those of you who had already read this, I'm re-publishing this as the Forrester gremlins ate my previous post.] For the past few years, many eBusiness and channel strategy executives in financial services have had a nagging sense that today's websites would be rendered obsolete as new technologies emerged or younger […]
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Some Observations From Finovate Europe

Benjamin Ensor February 1, 2011
For the past few years I have watched enviously as the Finovate online financial technology show has gone from strength to strength in San Francisco and New York. So I was thrilled to hear that Finovate was coming to Europe and today I was lucky enough to go along to the show in London. For […]
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The Co-operative Bank Tops Forrester’s 2010 European Bank Customer Advocacy Rankings

Benjamin Ensor November 13, 2010
A few months ago I blogged about how the UK’s Co-operative Bank had come top in our UK Bank Content & Functionality Benchmark. The bank has now done it again by coming top in our 2010 European Bank Customer Advocacy Rankings. Customer advocacy is the perception among customers that the bank does what’s right for […]
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National Australia Bank Tops Our Australian Bank Content & Functionality Benchmark

Benjamin Ensor October 22, 2010
A few months ago I wrote here about our benchmark of the sales content and functionality of UK banks' sales sites. My colleague Vanessa Niemeyer has just published a benchmark of the big four Australian banks' sales sites. Crushingly for an Englishman, the Australians beat us. The four Australian banks achieved an average score of […]
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Looking Forward To Forrester’s Marketing & Strategy Forum In London Next Month

Benjamin Ensor October 22, 2010
Many of my colleagues in the eBusiness & Channel Strategy team at Forrester have been working extremely hard for the past few weeks, preparing for next week's Consumer Forum, which is taking place at the Hilton in Chicago on October 28th and 29th. Among my colleagues who are presenting their latest research are Brian Walker, […]
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Why Don’t Banks Make More Use Of Their ATMs?

Benjamin Ensor September 9, 2010
One of the things that continues to surprise me about many banks’ multi-channel strategies is how little most banks have integrated their ATMs into those strategies. Cash machines are by far the most commonly used banking channel. According to Forrester’s Consumer Technographics data, 74% of adults in Western Europe use a cash machine at least […]
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Does The UK Need Another Online Payment System?

Benjamin Ensor August 9, 2010
I am intrigued by last week's announcement from UK payment processor VocaLink and Australian financial software vendor eWise that they are collaborating to build an online banking transfer payment system for the UK. Online banking transfer systems make it (fairly) easy for online shoppers to authorize payments through online banking by integrating the payment details […]
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How Mature Is Your Mobile Strategy?

Benjamin Ensor June 23, 2010
Among the biggest strategic questions facing eBusiness & Channel Strategy executives are how to make use of the growing potential of the mobile channel, how to integrate mobile phones into their company's multi-channel strategy, and how to meet customers' rising expectations for mobile services. We have argued that, for most companies, mobile's time has come. […]
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The Co-operative Bank Tops Our UK Bank Content & Functionality Benchmark

Benjamin Ensor June 17, 2010
One of the most common questions banking eBusiness executives ask Forrester analysts is: "What do you think of my Web site?".  That's always a tough question to answer because what I think of a Web site depends on who I am and what I'm trying to use it for. To help UK bank eBusiness executives […]
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