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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468 results in Reports

  • Technology Product Strategies
  • For CIO Professionals

    Report:India Tech Market Outlook: 2014

    Customer Obsession Takes Center Stage For Technology Spending

    IT purchases in India will reach US$29 billion in 2014. As in other emerging economies, India's tech market is still largely hardware-driven, but spending on software and services is gaining...

    • Downloads: 165
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:German Online Retail Overview, 2011

    Despite A Thriving Online Market, Multichannel Retail Is Still An Untapped Opportunity For German Retailers

    The German online retail market is the second largest in Europe. Amazon.de and eBay are dominant forces, with major German consumer brands selling through those sites, and others following suit...

    • Downloads: 715
    • Rating:
  • For Marketing Leadership Professionals

    Report:The Path To CPG Innovation Is Wide Open

    Why Open Innovation Is A Natural Fit For CPG Product Strategists

    Consumer packaged goods (CPG) companies are facing a daunting challenge: finding ways to differentiate their products among a sea of competing offerings. Incremental changes will not suffice; nor...

    • Downloads: 357
  • For Marketing Leadership Professionals

    Report:How To Start Bridging The Mobile Monetization Gap

    Use Mobile Engagement To Extend Existing Business Models

    Facebook, Groupon, Pandora, Path, Rovio, and Twitter are companies that get a lot of media or investor attention and have a common denominator: Each has a large mobile audience but an unproven...

    • Downloads: 608
    • Rating:
  • For Sourcing & Vendor Management Professionals

    Report:The 4G Roaming Race Is On — Sharp Price Cuts Expected

    Vodafone Leads The Way Toward Affordable And Global Ultra-Fast Multimedia Mobility

    Companies whose executives travel frequently overseas complain of high charges for international mobile roaming — in particular, data roaming. Vodafone could go a long way toward helping...

    • Downloads: 76
  • For eBusiness & Channel Strategy Professionals

    Report:Welcome To The Era Of Agile Commerce

    Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don't interact with companies from a "channel" perspective. Customers now...

    • Downloads: 3854
  • For Analyst Relations Professionals

    Report:Focus Industry Analyst Relations On Achievable Objectives

    Supporting Sales Is The Hardest Challenge For AR

    A bewildering array of options besets industry analyst relations (AR) as it tries to identify the value it can bring to a high-tech supplier. A recent Forrester survey shows that AR reports fair...

    • Downloads: 294
  • For Application Development & Delivery Professionals

    Report:The New Software Paradigm: Buy-, Deploy-, And Pay-As-You-Like

    New Flexible Business Models Cannibalize Traditional Software Markets

    Software is the biggest and fastest growing of all tech industry segments. However, its growth is fueled by disruption — new technologies and changing market demand are cannibalizing...

    • Downloads: 429
  • For Customer Experience Professionals

    Report:Humdrum Hardware: Why Google And Microsoft Are Goading Their Partners To Innovate

    Google Nexus and Microsoft Surface Force OEMs To Up Their Games

    Google's and Microsoft's efforts to launch first-party hardware, form exclusive partnerships, and acquire partners are disrupting the status quo within their ecosystems. These changes are driven...

    • Downloads: 260
  • For eBusiness & Channel Strategy Professionals

    Report:French Online Retail Overview, 2012

    French Online Retail Is On The Brink Of A Multichannel Revolution

    France is the third largest online retail market in Europe; although it will continue to mature and grow at a pace outstripping overall retail growth, there are significant changes in store for...

    • Downloads: 596
    • Rating:
  • For Security & Risk Professionals

    Report:Quick Take: Cisco's Acquisition Of Sourcefire Has Significant Potential

    But Only If Cisco Doesn't Strangle Innovation

    On July 23, 2013, Cisco announced its acquisition of network security specialist Sourcefire for $2.7 billion. With the acquisition of Sourcefire, Cisco confirms that customers do in fact want...

    • Downloads: 191
  • For CIO Professionals

    Report:Information And Communications Technology Industry Opportunities In Professional Services

    Vendors Should Target This Large And Growing Industry

    The professional services industry presents both opportunities and challenges for tech vendors. The opportunities? Professional services is one of the largest industries in terms of tech purchases,...

    • Downloads: 560
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:Predictions 2014: Mobility And Computing Technologies In The Age Of The Customer

    Six Meta-Trends That Will Influence How You Ensure That Employees Have Access To The Right Technology In 2014 And Beyond

    In 2013, infrastructure and operations (I&O) professionals saw increased mobility and diversity in the technology that employees could use for their jobs get thrust into the forefront. In 2014, I&O...

    • Downloads: 560
  • For Sales Enablement Professionals

    Report:Search Engine Suboptimization

    Tech Marketers Optimize For Their Product Categories, Not Customers' Problems

    Throughout the technology adoption life cycle, including scoping approaches, choosing products, and implementing solutions, business technologists initiate information gathering with search tools....

    • Downloads: 430
  • 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: 178
  • For Sales Enablement Professionals

    Report:Using Forrester's SIMPLE Framework To Gain Traction In Strategic Sales Enablement Programs

    The job title of most sales enablement (SE) professionals today should really be VP of Broken Things. The SE leaders with whom we engage often inherit a variety of seemingly disparate activities...

    • Downloads: 104
  • For CIO Professionals

    Report:Smart City Leaders Need Better Governance Tools

    Smart City Governance Brings New Opportunities For Tech Providers

    Interest in smart cities has taken off like wildfire. Cities of all sizes navigate the challenge — growing demand for new constituent services within increasingly constrained budgets —...

    • Downloads: 750
    • Rating:
  • For Sales Enablement Professionals

    Report:The Who And How Of Influencing Customers' BT Decisions

    Knowing Which Generators Customers Use For Information Is Paramount

    Tech vendors' returns on marketing messaging are shaped as much by where it's said and who says it as by what is said. Indeed, social media grants "others," including customers and partners,...

    • Downloads: 291
  • For Sales Enablement Professionals

    Report:Gaining Executive-Level Access

    Executive buyers respond well to clear, personalized, easily scannable emails as a way to raise their interest in taking a meeting. The things that motivate executives to take a meeting fall into two...

    • Downloads: 94
  • For Sales Enablement Professionals

    Report:Finding And Developing Partners Of The Future

    Opportunities Abound In The Tech Accelerator Community

    In the past 18 months, the buzz and momentum surrounding tech accelerator programs in the US has exploded, and now more than 100 tech accelerators dot the country. This boom is not only great for the...

    • Downloads: 251
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  • For Sales Enablement Professionals

    Report:Buyer Role Profile: CIO

    This report is designed to give sales enablement professionals an introduction to the chief information officer (CIO) role, as well as an overview of the general concerns facing people in this...

    • Downloads: 344
    • Rating:
  • For Marketing Leadership Professionals

    Report:The Tablet-TV Connection

    Tablets and TVs are big business: Forrester forecasts that 112.5 million US consumers will own a tablet by 2016, and tablets are disrupting several multibillion-dollar industries related to TV,...

    • Downloads: 1172
    • Rating:
  • For Marketing Leadership Professionals

    Report:The Social Tech Product Launch

    Monitor Social Conversations To Guide New Product Introductions

    New product launches involve many moving parts and require tight synchronization between product management, product marketing, sales, service, and engineering — as well as a multitude of third...

    • Downloads: 513
  • For Analyst Relations Professionals

    Report:AR And Social Media, Part 1: How To Create A Social AR Strategy

    Analyst relations (AR) people are weighing the opportunities and threats posed by social media, but many take a backward approach to developing a social AR strategy and begin with technology-driven...

    • Downloads: 499
    • Rating:
  • For CIO Professionals

    Report:The Future Of Over-The-Top Services

    As Carriers Move To Embrace OTT, Enterprises Will Benefit

    Over the top (OTT), the network-agnostic delivery of digital services, marks an important shift in the delivery and consumption of information and communications technology (ICT) services. OTT breaks...

    • Downloads: 684
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