Speaker Biography

Paul Hagen

Principal Analyst

Sessions Featuring This Speaker

Forrester's Infrastructure & Operations Forum 2011

11/09/2011

  • 08:45 AM - 09:30 AM

    Why Customer Experience Matters

    Companies that seek to differentiate based on customer experience do more than try to imitate the actions of well-known leaders or competitors. Instead, they set out a strategy that directs employees to obsess about the activities most important to their customers. This keynote will answer three key questions:

    • What trends are driving the focus on customer experience?
    • What is the right customer experience strategy for your business?
    • What does your firm's customer experience strategy mean to you as Infrastructure & Operations and Security & Risk Professionals – and how can you be part of driving fundamental changes to the business?

Research Focus

Paul serves Customer Experience Professionals who are leading enterprise-wide customer experience efforts. His research focuses on customer experience strategy (B2C and B2B), organizational culture, and customer experience leadership structures including the Chief Customer Officer position. Secondary areas of research include CRM, voice of the customer, and customer experience measurement.

Previous Work Experience

This is Paul’s second stint at Forrester. In between, Paul ran his own consulting organization focused on technology and business strategy, focused mostly on CRM. Paul held previous positions at Accenture, BBN Technologies, and Teach For America.

Education

Paul holds an M.Ed. from Harvard University, where his area of concentration was educational technology and online learning. He also holds a bachelor's degree in political science from Stanford University.