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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448 results in Reports

  • Technology Product Strategies
  • For Infrastructure & Operations Professionals

    Report:Empower Salespeople With Tablets To Drive Value For Your Business

    Partner With Sales Leaders Or Lose Control Of Tablet Purchasing

    Businesses increasingly look to infrastructure and operations (I&O) professionals to purchase tablets for their companies' employees, but not as a standard-issued device (i.e., a device that's...

    • Downloads: 194
  • 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: 852
  • 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: 723
  • 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: 413
  • 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: 250
  • For Sales Enablement Professionals

    Report:What Do Reps Believe Makes A Meeting Successful?

    Salespeople in different roles (e.g., strategic accounts, geographic, inside sales) and with different levels of experience have very different perspectives on selling — or do they? There are...

    • Downloads: 125
  • For CIO Professionals

    Report:What The European CEO Needs From The CIO In 2014

    Trust In IT Delivery Is An Issue For European Business Decision-Makers

    Continuing economic uncertainty, regulatory pressures, and the digitization of commerce will place further stress on European IT budgets and plans in 2014. The good news highlighted in our research...

    • Downloads: 255
  • For CIO Professionals

    Report:Understanding The Embedded Security Market Ecosystem

    Identifying Dominant Players And Mapping Challenges To Opportunities

    As the number of smart, sensor-rich IP-enabled devices grows, so does the demand and scramble to secure these connected devices. But no one tech or security vendor can do it alone. The variety of...

    • Downloads: 393
  • For Sourcing & Vendor Management Professionals

    Report:VMS Versus MSP: What To Expect From Each

    Firms use significant numbers of contingent workers today — both in staff augmentation environments and in project-based engagements. This increased reliance on contingent workers is fueling...

    • Downloads: 132
  • For Marketing Leadership Professionals

    Report:What QWERTY Can Teach You About Product Strategy

    Path Dependence Matters, But Digital Disruption Matters More

    Product strategists looking to the past to guide future decisions often learn the wrong lessons about history. They point to the QWERTY keyboard or the success of Blu-ray to show that path dependence...

    • Downloads: 172
  • For Sourcing & Vendor Management Professionals

    Report:SVM's New Stakeholder: Product Development

    Changes In Product Development Provide An Opportunity For Sourcing Professionals To Move To The Heart Of The Business

    Product development teams are faced with a myriad of pressures caused by the pervasiveness of technology, increased competition, and new requirements from customers. But at the same time, they are...

    • Downloads: 227
  • For CIO Professionals

    Report:Quick Take: Apple Doubles Down On Its Premium Brand With The iPhone 5s And 5c

    New Products Reflect The Company's Conviction That It Can Command Growth At The High End Of The Smartphone Market

    As the world watched Apple's latest iPhone announcements, the company departed from its previous product strategy. With a saturating high-end smartphone market and growth rapidly shifting to...

    • Downloads: 112
  • For Customer Insights Professionals

    Report:2012 Tech Marketing Planning Guidance

    With Proliferating Tactics And Constrained Budgets, Targeting And Focus Are A Mandate

    Tech marketers typically use last year's plan as a starting point for next year's marketing planning process, making changes to accommodate new goals and current-year budget realities. As a result,...

    • Downloads: 826
  • For Sales Enablement Professionals

    Report:Valuable Message Development For B2B Marketing In The Context of Sales Enablement

    Introducing Forrester's Message Framework For Content Creation And Audit

    The starting point for creating valuable content is a framework of your buyers' varying information needs across their journey — from recognizing that they have a problem to settling on how to...

    • Downloads: 154
  • For Infrastructure & Operations Professionals

    Report:Quick Take: Western Digital Acquires Virident And sTec: A Billion-Dollar SSD And Flash Card Bet

    The Time Is Now To Develop Your SSD And Flash Strategy

    On September 9, 2013, Western Digital announced its acquisition of PCIe flash card specialist Virident Systems for $685 million. This comes fewer than three months after Western Digital's acquisition...

    • Downloads: 57
  • 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: 143
  • For Marketing Leadership Professionals

    Report:US Consumer Tablet Forecast Update, 2011 To 2016

    Low-Cost Disruptors Expand Tablets' Addressable Market

    With 55 million iPads sold through December 2011, and an estimated 5.5 million Amazon Kindle Fires sold in their first quarter on the market, tablets have gained unstoppable momentum. Forrester...

    • Downloads: 1609
  • For Sales Enablement Professionals

    Report:To Build Tech Biz Dev Anew

    "Business Development" Doesn't Equate To "Partnering"

    The business development (biz dev) function in the tech industry is essentially broken. Most tech companies have allowed biz dev to diminish into little more than a partnering function. Although...

    • Downloads: 200
  • 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: 610
  • For CIO Professionals

    Report:Decoding The Behavior Of Indian IT Security Buyers

    Addressing Organizational Behavior Is Key To Driving Vendor Sales

    IT security investments have increased over the past two to three years in India, and security budgets continue to grow. However, Forrester believes that a significant portion of security spending is...

    • Downloads: 151
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Salesforce.com Implementation Services, Q2 2013

    Comparing The Top 10 Salesforce.com Implementation Services Options Worldwide

    In Forrester's 45-criteria evaluation of salesforce.com (SFDC) implementation services providers, we identified the 10 most significant salesforce.com implementation partners — Accenture,...

    • Downloads: 756
  • For Infrastructure & Operations Professionals

    Report:Quick Take: Salesforce Wear Opens Up New Enterprise Wearables Opportunities

    Salesforce Wear Developer Pack Will Drive Enterprise Adoption Of Both Wearables And Salesforce1

    On June 10, 2014, salesforce.com announced Salesforce Wear, a bundle of free tools aimed at expanding the mobile potential of the Salesforce platform with wearables. This program offers support for...

    • Downloads: 100
  • 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: 351
  • For Marketing Leadership Professionals

    Report:2013 Planning Brief: Listen To Customers, Engage With Influencers

    How To Build A B2B Influencer Engagement Initiative

    As you plan your 2013 social marketing initiatives, one area for you to focus on is influencer identification and engagement. B2B social marketers have begun to move beyond reactive responses to...

    • Downloads: 394
  • For Customer Insights Professionals

    Report:Marketing Tactics Of Top Tech Performers

    An Artful Mix Of Old And New Yields Revenue Impact For Marketing Leaders

    Tech marketers at top-performing tech companies demonstrate similar go-to-market strategies that set them apart from their peers at companies with average performance. The strategic mix leverages...

    • Downloads: 859