Forrester Research : Analyst

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Paul Hagen

Principal Analyst serving Customer Experience PROFESSIONALS

Find Paul on:
Blog: Customer Experience Blog

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.

Research Coverage:

Accenture, Capgemini, Customer Experience Management, Dell, Deloitte, Oracle, Tata Consultancy Services (TCS), Wipro

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Consumer Technographics (2)

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Financial Services (2)
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North America (2)

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Megan Burns

For Customer Experience Professionals
Report:Executive Q&A: Customer Experience Measurement
Maxie Schmidt-Subramanian, Megan BurnsJanuary 10, 2013
To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so....
- Downloads: 441
- Rating:
For Customer Experience Professionals
Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers
Megan BurnsJuly 14, 2011
Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...
- Downloads: 847
For Customer Experience Professionals
Client Inquiry:Measuring In-Store Customer Experience
Megan BurnsAugust 4, 2010
How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...
Charts & Figures results for
For Customer Experience Professionals
Charts & Figures:How CXi And NPS Results Relate To Each Other
Megan Burns
For Customer Experience Professionals
Report:Websites That Don't Support Customers Waste Millions
Business Case: The Digital Customer Experience Improvement Playbook
Megan Burns, Adele SageAugust 21, 2012
This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...
- Downloads: 1766
- Rating:
For Customer Experience Professionals
Report:Better Customer Experience Correlates To Higher Net Promoter Scores
Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience
Megan BurnsNovember 9, 2012
Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...
- Downloads: 550

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Paul Hagen

Principal Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Methodology

Topics

Industry

Region

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Measurement

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

For Customer Experience Professionals

Client Inquiry:Measuring In-Store Customer Experience

For Customer Experience Professionals

Charts & Figures:How CXi And NPS Results Relate To Each Other

For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

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