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Pascal Matzke

Vice President, Research Director serving CIOs

Pascal is a member of Forrester's Business Technology Futures team, which serves CIOs and their business partners by predicting the long-term business impact of information technology. His research focus is on as-a-service business models and tech-driven business transformation, analyzing the shifting and consolidating IT services and outsourcing market, as well as underlying IT market dynamics. His research examines new constituencies of buyers and suppliers that are currently reshaping and recasting the IT services market.

In addition, Pascal regularly advises end user clients on their IT services and sourcing strategies, with a particular emphasis on outsourcing decision issues, RFP creation, and vendor selection and vendor management. His research spans the business strategies, operational processes, and portfolio elements required to achieve and sustain market leadership. For example, he co-authored Forrester's Big Idea on "Converged Service Delivery: The Missing Link In Achieving Business Flexibility." Pascal is a frequent public speaker and is regularly quoted by leading business newspapers and IT magazines, such as CIO Magazine, Computing, The Economist, the Financial Times, Handelsblatt, InformationWeek, and the International Herald Tribune.

Previous Work Experience

Pascal joined Forrester in 2005 from META Group, where he was a European lead analyst and consulting director responsible for IT services and vendor strategy issues. Previously, Pascal came from Giga Information Group, where he was a senior analyst and solution program manager covering IT services and outsourcing topics, as well as the relevant vendor evaluation methodologies. Prior to joining Giga Information Group in 1997, Pascal was involved in management consulting projects at a Munich-based consulting company, mainly in the telecommunications and IT services area.


Education

Pascal earned an M.A. in political science, economics, and modern history from the Ludwig-Maximilians-University in Munich, Germany.

Research Coverage:

Customer Relationship Management (CRM), Go-To-Market Strategies, IT Services, Mergers & Acquisitions, Outsourcing, Partner & Affiliate Marketing, Partner Relationship Management, Partnership Strategies, Product Portfolio Strategies, Sourcing Strategy & Execution, Systems Integration, Vendor Alliances & Partnerships

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  • Customer Experience
  • Past 12 months
  • Paul Hagen

  • For Customer Experience Professionals

    Report:How Chief Customer Officers Orchestrate Experiences

    Organization: The Customer Experience Ecosystem Playbook

    Paul HagenFebruary 25, 2013

    Forrester collected and analyzed data about chief customer officers (CCOs) to understand who they are, where they came from, what companies appoint them, and what they do for their firms. This year,...

    • Downloads: 366
    • Rating:

  • For Customer Experience Professionals

    Report:How Customer Experience Change Agents Transform Culture

    Building A Customer-Centric Culture

    Paul HagenMay 31, 2012

    Changing from a product-centric company to a customer-centric company requires a cultural transformation. This is no small task. That's because transformation involves changing the beliefs and...

    • Downloads: 433
    • Comments: 1

  • For Customer Experience Professionals

    Blog:Build An Adaptive Customer Experience Ecosystem

    Paul HagenJanuary 11, 2013

    The way that firms can deliver value to clients has massively changed. Firms can interact with customers in the context of using products (e.g., think Rosetta Stone and language coaches). In fact,...

    • For Customer Experience Professionals

      Charts & Figures:Goals For John Deere Financial's Champions Program

      Paul HagenJuly 10, 2012

    • For Customer Experience Professionals

      Report:Reinvent Customer Experience

      Road Map: The Customer Experience Ecosystem Playbook

      Paul HagenDecember 19, 2012

      Nearly 75% of customer experience leaders say their firms' goal is to differentiate on the basis of customer experience. Despite that aspiration, only 3% of companies succeed in delivering an...

      • Downloads: 676

    • For Customer Experience Professionals

      Blog:Use The Customer Experience Ecosystem Playbook To Drive Differentiation

      Paul HagenMarch 04, 2013

      Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to...

      • For Customer Experience Professionals

        Blog:Customer Signals For Adapting Experiences

        Paul HagenMay 03, 2013

        A chemical manufacturer with a solid customer listening program noticed an uptick in complaints about pricing. Unlike many firms, which would take the comments at face value and take action...

        • For Customer Experience Professionals

          Report:Adapt Business Process Improvement For Customer Experience

          Continuous Improvement: The Customer Experience Ecosystem Playbook

          Paul Hagen, Derek MiersJanuary 10, 2013

          Firms that seek to differentiate based on customer experience must transform the way their companies operate. Customer experience professionals have the tools required to guide this transformation,...

          • Downloads: 400
          • Rating:

        • For Customer Experience Professionals

          Report:Innovative Customer Experience Strategies

          Strategic Plan: The Experience-Driven Organization Playbook

          Paul HagenJune 06, 2012

          This report is an update to "Innovative Customer Experience Strategies" originally published on August 22, 2011. It outlines the strategic plan for customer experience professionals planning to...

          • Downloads: 2227
          • Comments: 1
          • Rating:

        • For Customer Experience Professionals

          Report:Drive Differentiation With Your Ecosystem

          Executive Overview: The Customer Experience Ecosystem Playbook

          Paul HagenFebruary 28, 2013

          To deliver great customer experiences, firms must align a complex interdependent ecosystem of employees, partners, policies, processes, and technologies. Forrester calls this the "customer experience...

          • Downloads: 358
         
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