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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 Management, Marketing Methods, Outsourcing, Partner & Affiliate Marketing, Partner Relationship Management, Partnership Strategies, Product Portfolio Strategies, Sourcing Strategy & Execution, Systems Integration, Vendor Alliances & Partnerships

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11 results in Reports

  • Customer Experience
  • Technology Product Strategies

  • For Customer Experience Professionals

    Report:How B2B Firms Improve Customer And Partner Experience

    Paul HagenMarch 14, 2012

    Business-to-business (B2B) firms have largely ignored customer experience — and it shows. Three separate studies that Forrester Research conducted over the past year indicate that B2B customers...

    • Downloads: 867
    • Comments: 2
    • Rating:

  • For Customer Experience Professionals

    Report:Innovation In Health Insurance Customer Experience

    How Leading Health Insurers Drive Change Inside And Outside Of Their Walls

    Elizabeth BoehmApril 5, 2011

    The health insurance industry faces discontent from both its consumer and provider customers. With new regulations and an elevated national discourse on health reform, the time for change is now. But...

    • Downloads: 1005

  • For Customer Experience Professionals

    Report:Key Considerations For Designing User Experiences On The iPad

    Tailor Apps For The iPad's Unique Form Factor And User Behaviors

    Ron Rogowski, Richard GansDecember 6, 2010

    The iPad's popularity has caused customer experience professionals to take a hard look at providing relevant experiences for yet another device. Because of the iPad's unique form factor and use...

    • Downloads: 1011

  • For Customer Experience Professionals

    Report:Humdrum Hardware: Why Google And Microsoft Are Goading Their Partners To Innovate

    Google Nexus and Microsoft Surface Force OEMs To Up Their Games

    Tony CostaSeptember 14, 2012

    Google's and Microsoft's efforts to launch first-party hardware, form exclusive partnerships, and acquire partners are disrupting the status quo within their ecosystems. These changes are driven...

    • Downloads: 208

  • For Customer Experience Professionals

    Report:Giffgaff Manages Its Community To Deliver A Great Customer Experience

    Social Media Management Gives Control To Members And Builds The Brand

    Jonathan BrowneMay 19, 2011

    Giffgaff, a low-cost mobile virtual network operator, uses an online community for customer support, sales and marketing, as well as product development functions. To ensure a positive customer...

    • Downloads: 387

  • For Customer Experience Professionals

    Report:How CX Professionals Can Use VoC To Surface Pricing Issues

    Inject Customer Experience Insights Into Pricing Decisions

    Maxie Schmidt-SubramanianFebruary 21, 2013

    Pricing can make or break the customer experience (CX). However, most voice of the customer (VoC) programs don't deliver comprehensive data on customers' perception of pricing. This report will show...

    • Downloads: 183
    • Rating:

  • For Customer Experience Professionals

    Report:Innovation In Hospital Customer Experience

    How Leading Hospital Systems Drive Change Inside And Outside Their Walls

    Elizabeth BoehmFebruary 8, 2012

    Faced with regulatory reform, changing demographics, transparency initiatives, and competitive forces from within and outside of the industry, hospitals will have to innovate to provide...

    • Downloads: 654
    • Rating:

  • For Customer Experience Professionals

    Report:A Market Researcher's Introduction To The Future Of Online Customer Experience

    Reineke ReitsmaJune 30, 2010

    The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

    • Downloads: 1015

  • For Customer Experience Professionals

    Report:How To Build Online Experiences Of The Future

    Best Practices From Firms That Created Experiences With CARS Attributes

    Moira DorseyJanuary 18, 2011

    Forrester believes that four attributes will characterize the next phase of development of the web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to...

    • Downloads: 1241

  • For Customer Experience Professionals

    Report:How PayPal Uses Exploratory Research To Drive A Culture Of Customer-Focused Innovation

    Vidya L. DregoJanuary 25, 2012

    Exploratory research uncovers customer needs that have yet to be met, exposes opportunities for differentiation, provides a holistic view of a problem space, and helps firms keep pace with the...

    • Downloads: 484

  • For Customer Experience Professionals

    Report:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

    Why Customer Experience Matters More To Loyalty Than Price

    Maxie Schmidt-SubramanianMay 1, 2013

    Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...

    • Downloads: 339
    • Rating:
 
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