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.

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10 results in Reports

  • Customer Experience
  • Technology Product Strategies
  • For Customer Experience Professionals

    Report:Innovation In Hospital Customer Experience

    How Leading Hospital Systems Drive Change Inside And Outside Their Walls

    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: 861
  • For Customer Experience Professionals

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

    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: 565
  • 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

    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: 272
  • For Customer Experience Professionals

    Report:Voice Of The Customer Vendor Go-To-Market Strategies, 2014

    Exercise Due Diligence When Selecting VoC Vendors

    When companies select vendors to support their voice of the customer (VoC) programs, they must look not only at vendor capabilities but also at other factors that drive success in the vendor...

    • Downloads: 292
  • For Customer Experience Professionals

    Report:Business Model And Brand Fuel Customer Experience Innovation

    How To Dodge Innovation Copycats

    Executives strive for customer experience innovation and make significant investments to get it. And yet, too many innovation initiatives are vulnerable to copycats. The remedy is to connect...

    • Downloads: 406
  • For Customer Experience Professionals

    Report:Brief: Design In The Age Of The Customer

    Why Design Skills Matter Now More Than Ever

    Once viewed as an afterthought, design is now top of mind for companies ranging from Internet giants Facebook and Google to startups Airbnb and Box. As Agile and Lean methods replace requirements...

    • Downloads: 362
  • 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

    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: 657
  • For Customer Experience Professionals

    Report:How B2B Firms Improve Customer And Partner Experience

    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: 1080
  • For Customer Experience Professionals

    Report:Brief: How Software Development Insourcing Can Speed Customer Experience Efforts

    Forward-Looking Firms Differentiate By Owning Technology Associated With Vital Customer Processes

    Companies as diverse as Delta Air Lines and Tesla Motors have recently announced plans to develop core business applications internally instead of buying packaged applications. Why? They believe that...

    • Downloads: 81
  • For Customer Experience Professionals

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

    Inject Customer Experience Insights Into Pricing Decisions

    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: 322