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, Wipro

Reports (3)
Charts & Figures (26)

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Manufacturing (1)

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Customer Relationship Management (CRM)
Craig Le Clair

For Enterprise Architecture Professionals
Report:BPM Projects Show Good But Varied Performance
Metrics: The Business Process Management Playbook
Craig Le ClairSeptember 21, 2012
A business process — at its highest level — is any activity that helps an enterprise achieves its goals. Measurement via metrics and comparison via benchmarks are critical to achieving...
- Downloads: 301
- Rating:
For Enterprise Architecture Professionals
Report:Use A Metrics Framework To Drive BPM Excellence
Performance Management: The Business Process Management Playbook
Craig Le ClairSeptember 21, 2012
Advancing technology for business process management (BPM) and analytics is allowing broader and deeper treatment of performance metrics. As a result, defining and using performance metrics is an...
- Downloads: 454
- Rating:
For Enterprise Architecture Professionals
Report:Business And IT Impact Of BPM Excellence
Craig Le ClairJune 25, 2012
A business process, at its highest level, is any activity that helps an enterprise achieves its goals. Packaged and industry-specific applications form the transactional backbone of most critical...
- Downloads: 593
- Rating:
For Enterprise Architecture Professionals
Charts & Figures:Productivity Metrics Are The Main Focus — With Cycle Efficiency The Most Used
Performance Management: The Business Process Management Playbook
Craig Le Clair

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Paul Hagen

Principal Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Industry

For Enterprise Architecture Professionals

Report:BPM Projects Show Good But Varied Performance

For Enterprise Architecture Professionals

Report:Use A Metrics Framework To Drive BPM Excellence

For Enterprise Architecture Professionals

Report:Business And IT Impact Of BPM Excellence

For Enterprise Architecture Professionals

Charts & Figures:Productivity Metrics Are The Main Focus — With Cycle Efficiency The Most Used

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