About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

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.
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.
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.
When servers in the cloud fall over, no one's rushing to stand them back up. Is the general mentality and service structure of a cloud service inherently different than that of a private hosted...
From Scoping To Sizing To Incenting Use: Unconventional Thinking Is Required
Recent Forrester inquiries from enterprise infrastructure and operations (I&O) professionals show that there's still significant confusion between infrastructure-as-a-service (IaaS) private clouds...
Business Plan: The Cloud Computing Playbook
We all believe that cloud computing can save us money but aren't sure how to maximize these savings. Firms almost always consider cloud computing a cost advantage compared to the in-house, always-on...


Navigating The Shifts In Computing Infrastructure
Over the past several years, we've seen two key cloud trends in the infrastructure-as-a-service (IaaS) space: 1) Public cloud adoption rates are highest among "informal buyers" (non-IT employees),...
Change Management: The Cloud Computing Playbook
It's all too easy for CIOs and IT departments to build a strategy around any new technology area that is focused on delivering lower IT costs and greater operational efficiency. However, to get your...

We're in the process of building out a transformational infrastructure road map for our IT and business executives. What are some best practices for such an infrastructure road map?
Skills And Staffing: The Cloud Computing Playbook
Cloud services, from departmental SaaS applications to consumer-facing file sharing, are being brought into your organization, and they are increasingly weaving their ways into business workflows....
Encourage Cloud Consumption The Right Way
You know your company is using cloud services; our Forrsights Software Survey, Q4 2011 shows that the average enterprise has between four and 12 software-as-a-service (SaaS) services in use already,...

A Cloud Playbook Template For Effectively Communicating Use
This cloud computing playbook toolkit item contains a sample cloud computing policy document that can be used by CIOs as a basis for crafting an effective policy around the use of cloud computing...

Policy And Procedures: The Cloud Computing Playbook
Today it is no longer a question of when IT will align with business leaders but how. Cloud computing has emerged as one of the most significant game-changers to hit the technology landscape in the...

Performance Management: The Cloud Computing Playbook
This report outlines the performance management of Forrester's solution for CIOs working on developing effective objectives and metrics for their organization's cloud strategy. Crafting and measuring...
An Empowered Report: Sweeping Changes In The Business Landscape Will Topple The IT Status Quo
Over the next 10 years, three sets of forces will change the relationship of business, technology, and the IT organization. Technologies that are increasingly easy to acquire and use will empower...

We'll Finally Get Real About Cloud
As we start the new year, there is one clear takeaway regarding the cloud computing market: Enterprise use has arrived. Cloud use is no longer solely hiding in the shadows; IT departments are no...
