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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437 results in Reports

  • Technology Product Strategies
  • For Sales Enablement Professionals

    Report:Enabling Value-Added Resellers In Asia Pacific

    Support Your Channel Partners' Services-Driven Transformation

    IT resellers in Asia Pacific (AP) are being affected by technological disruptions and changing IT consumption models. Selling hardware and software alone is no longer the most profitable business...

    • Downloads: 112
  • For Customer Experience Professionals

    Report:Innovation In Hospital Customer Experience

    How Leading Hospital Systems Drive Change Inside And Outside Their Walls

    Faced with regulatory reform, changing demographics, transparency initiatives, and competitive forces from within and outside of the industry, hospitals will have to innovate to provide...

    • Downloads: 861
  • For CIO Professionals

    Report:Software Must Enrich Your Brand

    Software Is A Critical Strategic Asset, Not An Operational Nice-To-Have

    Your customers increasingly interact with your products and service directly through the software they touch: mobile apps, connected products, websites, and digital experiences. If the software fails...

    • Downloads: 315
  • For Analyst Relations Professionals

    Report:Educate AR's Personnel

    Analyst relations (AR) managers raise the chances of delivering on their business commitments, and impressing their executive colleagues, when they staff their departments with expert professionals....

    • Downloads: 119
  • For Marketing Leadership Professionals

    Report:Game On: Education Product Strategists Embrace Gamification

    Classroom Technology Enables New Product Innovation

    "Gamification" is a hot topic in product strategy, especially in US K-12 education. Product strategists in education are helping their customers achieve teaching and learning goals by developing...

    • Downloads: 698
  • For CIO Professionals

    Report:The Who Of Business Technology Decision-Making

    The BT Governance Collection: Stakeholders And Structures

    Enterprise governance is about decision rights: who has input into decisions, who makes them, how are outcomes measured, and who is held accountable for those outcomes. Business technology (BT)...

    • Downloads: 416
  • For CIO Professionals

    Report:Corporate Sustainability Will Depend On IT Solutions

    Six Types Of IT For Sustainability Solutions Drive Sustainable Performance

    Improving the environmental sustainability of corporate processes and products is slowly but surely moving up the strategic agenda of large companies around the world. In interviewing sustainability...

    • Downloads: 438
  • For CIO Professionals

    Report:Service Providers Accelerate Smart City Projects

    Look For Partners With Software Assets And Prebuilt Solutions For More Cost-Effective And Rapid Delivery

    Numerous factors drive cities to take a smarter approach to their administration and development. They increasingly value technology as a lever to enable scalable and sustainable transformation both...

    • Downloads: 364
  • For Sourcing & Vendor Management Professionals

    Report:Picking A Salesforce.com Services Provider: Business Transformation Matters Most

    Findings From 41 SFDC Customer Interviews

    Salesforce.com (SFDC) continues to push the envelope — expanding into more technology areas that drive customer innovation and business transformation, such as Chatter for collaboration,...

    • Downloads: 279
  • For Sales Enablement Professionals

    Report:How Prepared Do Sales Reps Think They Are?

    As a leader responsible for delivering content or programs to prepare salespeople to have successful sales conversations, there are some important things you should know about the perspectives of...

    • Downloads: 151
  • For Sales Enablement Professionals

    Report:Partner Loyalty Drives Competitive Advantage

    Executive Overview: The Channel Partner Loyalty Playbook

    Tech vendors have long understood the power of channels and wielded their channel networks as competitive weapons. But the channel ecosystem is undergoing dramatic changes, and channel partners'...

    • Downloads: 375
  • For CIO Professionals

    Report:BT's Customer Focus Requires New Thinking For Technology Road Maps

    Shift From Plans To Options Requires Changes To Investment And Governance Models

    Winning in the age of the customer requires a wholesale transformation of technology planning, acquisition, and management. Traditional annual-based planning cycles and fixed road maps will leave an...

    • Downloads: 260
  • For CIO Professionals

    Report:Getting The Most Out Of Client Site Visits

    IT Services Vendors Need To Focus More On Their Innovation Capabilities

    Delivery center site visits (CSVs) have been a great sales tool for IT services vendors over the past decade. However, these CSVs are currently undergoing a transformation, driven by new client...

    • Downloads: 184
  • For Sales Enablement Professionals

    Report:Stakeholder Profile: Vice President Of Sales

    This report is designed to give sales enablement professionals an introduction to the vice president (VP) of sales role as well as an overview of the general concerns facing people in this position....

    • Downloads: 157
  • For Customer Insights Professionals

    Report:Pinpoint The Actions And Outcomes That Elevate Leads To Revenue

    Processes: The Lead-To-Revenue Playbook

    Lead-to-revenue management (L2RM) is all about optimizing processes and practices to ensure that every scintilla of potential revenue is realized from your marketing investment. A well-designed and...

    • Downloads: 475
  • For Application Development & Delivery Professionals

    Report:Quick Take: Tibco Continues Build-Out Of Its BI Portfolio By Acquiring Jaspersoft

    On April 28, 2014, Tibco Software (TIBX) announced the acquisition of privately held Jaspersoft for $185 million. The open source business intelligence (BI) software provider is the latest in a long...

    • Downloads: 74
  • For CIO Professionals

    Report:US Tech Market Outlook For 2012 To 2013

    Improving Economic Prospects Create Upside Potential

    CIOs care about tech market trends for three reasons: 1) to understand how much other firms are spending on information and communications technologies (and where); 2) to determine where they ought...

    • Downloads: 1285
  • For Enterprise Architecture Professionals

    Report:How To Successfully Set Up IT Infrastructure For Your Business In China

    For the thousands of foreign companies that establish business operations in China every year, one of the first things on their to-do lists is setting up IT infrastructure, including horizontal and...

    • Downloads: 188
  • For Sales Enablement Professionals

    Report:Assessing Your Content Management Processes And Organization

    B2B marketers across all industries are investing more into creating digital content to generate new business opportunities, nurture existing sales or marketing leads, and to encourage deeper...

    • Downloads: 598
  • For Analyst Relations Professionals

    Report:Organize AR's Personnel

    Organization: The Industry Analyst Relations Playbook

    Once industry analyst relations (AR) departments break out of single-person mode, AR managers must assign responsibilities across the team optimally and manage team member performance against them....

    • Downloads: 134
  • For Customer Experience Professionals

    Report:How PayPal Uses Exploratory Research To Drive A Culture Of Customer-Focused Innovation

    Exploratory research uncovers customer needs that have yet to be met, exposes opportunities for differentiation, provides a holistic view of a problem space, and helps firms keep pace with the...

    • Downloads: 565
  • For CIO Professionals

    Report:Understanding Shifting Technology Acquisition Patterns

    CIOs Remain At The Center Of Technology Management Spending

    How much control of tech spending has shifted away from the CIO and moved into the hands of line-of-business managers is a hot — and hotly debated — question among CIOs and vendors. In...

    • Downloads: 202
  • For Analyst Relations Professionals

    Report:Envision Professional Industry Analyst Relations

    Vision: The Industry Analyst Relations Playbook

    What are the attributes of a first-class AR professional running a first-class AR program? In this report, we visualize the peak of your profession by showing how different it is from commonplace AR....

    • Downloads: 293
  • For Analyst Relations Professionals

    Report:Case Study: Tuning In To Neustar's Briefing Performance Program

    The Role Of Active Hosts In Briefing Success

    Neustar has dramatically increased the level of analyst acceptances of briefing requests, the coverage it gains from those briefings, and the willingness of analysts to offer help in the form of...

    • Downloads: 193
  • For CIO Professionals

    Report:Building BT Governance Capabilities — A Practitioners' Perspective

    The BT Governance Collection: Practitioners' Experiences

    As technologies and markets change rapidly, senior executives need to revisit traditional IT governance. They need to identify and deploy next-generation practices to support the CIO's transition...

    • Downloads: 299