Paul Hagen

Principal Analyst serving Customer Experience PROFESSIONALS

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.

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  • James Staten
  • IT Management
  • For Infrastructure & Operations Professionals

    Client Inquiry:What Advantages — Besides Reduced Cost — Does A Public Cloud Service Offer?

    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...

    • For Infrastructure & Operations Professionals

      Report:Q&A: How To Get Private Cloud Right

      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...

      • Downloads: 934
    • For CIO Professionals

      Report:Drive Savings And Profits With Cloud Economics

      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...

      • Downloads: 2415
      • Rating:
    • For CIO Professionals

      Charts & Figures:Business And IT Fundamentally Care About Different Things

    • For CIO Professionals

      Report:Ignoring Cloud Risks A Growing Gap Between I&O And The Business

      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),...

      • Downloads: 660
    • For CIO Professionals

      Report:Onboard The Business To Your Cloud Strategy

      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...

      • Downloads: 648
      • Rating:
    • For Infrastructure & Operations Professionals

      Client Inquiry:What Are The Best Practices For Building A Transformational Infrastructure Road Map?

      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?

      • For CIO Professionals

        Report:Proactively Engage Cloud Buyers

        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....

        • Downloads: 477
      • For CIO Professionals

        Report:Write An Effective Cloud Use Policy

        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,...

        • Downloads: 312
        • Rating:
      • For CIO Professionals

        Report:A Sample Cloud Use Policy

        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...

        • Downloads: 99
        • Rating:
      • For CIO Professionals

        Report:Put Guardrails In Place To Drive Cloud Success

        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...

        • Downloads: 595
        • Rating:
      • For CIO Professionals

        Report:Develop Cloud Metrics Using The Balanced Scorecard

        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...

        • Downloads: 702
      • For CIO Professionals

        Report:BT 2020: IT's Future In The Empowered Era

        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...

        • Downloads: 2541
        • Rating:
      • For CIO Professionals

        Report:Predictions For 2013: Cloud Computing

        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...

        • Downloads: 832
        • Comments: 2
        • Rating:
       
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