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.


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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464 results in Reports

  • Technology Product Strategies
  • For Sales Enablement Professionals

    Report:Content Marketing Is A Key Differentiator For Tech Marketers

    Create Marketing Content To Guide Customers Through Their Buying Process

    The business technology evaluation and purchasing process is now more than ever controlled by the customer, not the seller. Critical to that process is content that the buyer finds, that the marketer...

    • Downloads: 787
  • For Application Development & Delivery Professionals

    Report:Forrsights: The Software Market In Transformation, 2011 And Beyond

    Shifting Buying Preferences Lead To New Software Priorities

    As the global information and communications technology market recovers from recession, the software market — the largest IT subsegment — is fueling the growth. More importantly, for the...

    • Downloads: 1268
  • 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:Brief: Design In The Age Of The Customer

    Why Design Skills Matter Now More Than Ever

    Once viewed as an afterthought, design is now top of mind for companies ranging from Internet giants Facebook and Google to startups Airbnb and Box. As Agile and Lean methods replace requirements...

    • Downloads: 251
    • Comments: 1
    • Rating:
  • For CIO Professionals

    Report:Consumer Security Market, 2011 And Beyond: Evolving Buyer Behaviors Breed Market Volatility

    Consumer attitudes toward security solutions are changing markedly. Consumers are becoming more concerned about Internet risks, more savvy about the protection measures they need to take, more...

    • Downloads: 408
  • For Marketing Leadership Professionals

    Report:Overcome The Challenge Of Measuring Innovation

    Product strategists currently face a challenging necessity: how to measure their innovation projects and programs. While most product strategists believe that innovation is a top priority at their...

    • Downloads: 339
  • For Application Development & Delivery Professionals

    Report:Global Banking Platform Deals 2012

    Market Heat Returns After A Prolonged Cooldown

    Forrester surveyed 29 vendors of globally deployed banking platforms on their 2012 deals. The results indicate a growing market: We counted nearly 20% more deals in 2012 than in 2011 among firms that...

    • Downloads: 404
    • Rating:
  • For Sales Enablement Professionals

    Report:B2B Marketers Prefer To Create Their Own Content Mostly For Lead Nurturing

    Effective content marketing is now critical to B2B marketers' success because useful content accelerates potential buyers along their journey. That usefulness is predicated on the content being...

    • Downloads: 321
    • Comments: 2
  • For CMO Professionals

    Report:Innovating The Adjacent Possible

    How To Generate The Next Big Product Idea That Will Transform Your Industry

    Most product strategists proceed in an entirely reasonable fashion: They set proximate goals and move toward them in a linear mode, tweaking a product or service to fulfill the well-understood goals...

    • Downloads: 917
  • For Marketing Leadership Professionals

    Report:Assess Your Co-Creation Readiness

    Product strategy professionals increasingly recognize the value of social co-creation engagements to involve the customer directly in the product development process and how this fits into the...

    • Downloads: 949
    • Comments: 1
    • Rating:
  • For Sales Enablement Professionals

    Report:The Forrester Wave™: Partner Relationship Management (PRM) Platforms, Q4 2013

    The Seven Providers That Matter Most And How They Stack Up

    In Forrester's 40-criteria evaluation of partner relationship management (PRM) platform vendors, we identified the seven most significant software providers in the category — Channeltivity,...

    • Downloads: 223
    • Rating:
  • 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: 441
    • Comments: 1
    • Rating:
  • 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 Analyst Relations Professionals

    Report:Extract Maximal Benefit From Your AR Value Statement

    AR managers struggle to build value-driven AR plans, let alone to articulate any resultant business value in crisp statements that convince executives of AR's worth. But the plan and the value...

    • Downloads: 166
    • Rating:
  • 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: 3855
  • For Sales Enablement Professionals

    Report:A 10-Point Checklist For Innovating Tech Customer Support

    Marketing And Partnering For Support/Service Excellence

    Forrester's research shows that customers rank technical support at or near the top of their criteria for both vendor and product consideration. Yet the support experience in the tech industry is...

    • Downloads: 316
  • 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 Infrastructure & Operations Professionals

    Report:M2M Connectivity Helps Telcos Offset Declining Traditional Services

    But They Are Poorly Positioned For The Larger Value-Added Service Opportunity

    Telcos face increasing pressure on traditional voice revenues and seek new revenues from services leveraging existing assets. Machine-to-machine (M2M) technologies, including radio frequency...

    • Downloads: 1377
    • Rating:
  • For Marketing Leadership Professionals

    Report:Case Study: Verizon's Idea Exchange Connects Product Teams With Consumers

    The Ideation Platform Can Also Bring Co-Creation To Other Business Segments

    Following on from the success of its peer-to-peer public online communities, Verizon's eCommerce and product strategy teams recognized that social technologies and co-creation opportunities were a...

    • Downloads: 519
  • For Sales Enablement Professionals

    Report:The Shape-Shifting Tech Industry Channel Ecosystem

    Hybrid Partners Are The New Norm

    While cloud computing has been a boon for the tech industry in general, for channel partners the story is different. Channel partners have to deal with shrinking product margins, skills shortages,...

    • Downloads: 300
    • Rating:
  • 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: 348
    • Rating:
  • For Marketing Leadership Professionals

    Report:E-Textbooks Are A Transitional Product

    To Maximize Revenue, Product Strategists Must Transcend Analog Replicas

    Despite minimal pick-up in e-textbook products thus far, publishers know that their historical business models are at risk. Disruptive markets, such as used and rental books, are emerging in response...

    • Downloads: 453
  • For Customer Insights Professionals

    Report:The New CI Services Lens

    Capabilities And Delivery Models Will Help You Find The Right Services Partner

    The evolving ways that customers interact with brands disrupt firms' traditional business practices. Firms are taxing their customer insights (CI) professionals for more and more guidance to keep up....

    • Downloads: 132
    • Rating:
  • For Sales Enablement Professionals

    Report:Buyer Role Profile: Service Desk

    This report is designed to give sales enablement professionals an introduction to the service desk role as well as an overview of the general concerns facing people in this position. The information...

    • Downloads: 120
  • For Application Development & Delivery Professionals

    Report:Market Overview: Business Rules Platforms 2011

    Which Are The Safe And Best Choices Now

    After two years of vendor consolidation, which are the best business rules platforms for application development and delivery professionals to consider? In our judgment, based on growth rates, market...

    • Downloads: 1214