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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91 results in Reports

  • Corporate Strategy
  • For Infrastructure & Operations Professionals

    Report:Blockbuster Deals Reshape The Storage World

    2010 Storage Acquisitions Yield Three Lessons Learned For I&O To Apply To 2011 Storage Strategies

    Acquisitions have long been a part of the storage vendor landscape. But 2010 and the first part of 2011 saw an explosion of huge deals from almost every storage vendor. There are few independent...

    • Downloads: 506
    • Rating:
  • For Marketing Leadership Professionals

    Report:Case Study: PagesJaunes Embraces The Local Social Web To Drive Mobile Product Innovation

    The French Yellow Pages Firm Is Turning Mobile Market Disruption Into Competitive Advantage

    Local and social trends are converging and are strong mobile catalysts: These factors have accelerated the importance of mobile to PagesJaunes and its customers. The French yellow pages company has...

    • Downloads: 445
  • For CIO Professionals

    Report:Understanding The Future (Potential) Oracle stack

    Springboard Research believes the acquisition of Sun Microsystems by Oracle will continue to have a significant impact on the enterprise IT landscape for years to come. For individual IT...

    • Downloads: 13
  • For Marketing Leadership Professionals

    Report:Tech Marketers Are Missing The Social Mark For Senior Decision-Makers

    Senior Decision-Makers Are Heavy Users Of Social Media

    B2B marketers like yourself must target their marketing strategies — including their approach to social — to their target audiences. When you target senior decision-makers with titles...

    • Downloads: 270
    • Rating:
  • For Enterprise Architecture Professionals

    Report:Best Practices: EA Should Take An Active Role In Mergers And Acquisitions

    Five Pragmatic Practices To Improve EA Value Throughout The M&A Process

    A new wave of mergers and acquisitions (M&As) is happening, and contrary to previous M&A periods in which IT was only tactically involved, organizations now draw IT into their plans for cost savings...

    • Downloads: 754
  • For Sourcing & Vendor Management Professionals

    Report:Rimini Street Challenges Big Software Maintenance Fees

    The Company Proposes To Reduce Your Oracle And SAP Maintenance Costs By Half, But Is It Right For Your Organization?

    The popularity of Oracle and SAP software is clear. All you need to see is their long client list and substantial revenues to know they are giants in the technology marketplace. But their high...

    • Downloads: 217
    • Rating:
  • For CIO Professionals

    Report:Voice And Messaging Are Not Dead

    Prepare For The Implications Of Over-The-Top Communications

    Telecom carriers' core revenue base, voice and messaging, is under attack from the over-the-top (OTT) business model. Given the financial importance of voice and messaging revenues for carriers, they...

    • Downloads: 237
    • Rating:
  • 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: 1132
  • For eBusiness & Channel Strategy Professionals

    Report:How To Build A Mobile Web Site

    Choosing An Approach To Meet Your Objectives Cost-Effectively

    The browser-based mobile Web experience is more important than ever, with dramatic growth in the usage of the mobile Internet — especially from smartphones — in the past 24 months. In...

    • Downloads: 1410
  • For CIO Professionals

    Report:Cloud Computing Market Dynamics In MEA: Kingdom Of Saudi Arabia (KSA)

    This document provides an overview of cloud computing in the Kingdom of Saudi Arabia for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and concerns,...

    • Downloads: 20
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Cloud Computing Market Dynamics In MEA: United Arab Emirates

    This document provides an overview of cloud computing in the United Arab Emirates (UAE) for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and concerns,...

    • Downloads: 23
    • Rating:
  • For CIO Professionals

    Report:Telcos As Cloud Rainmakers

    Cloud Computing Presents Opportunities And Risks For Telcos And Their Customers

    Cloud computing is changing the telco business model: Traditional telecom offerings migrate into the cloud and evermore over-the-top (OTT) players enter the telco value chain. Corporate CIOs should...

    • Downloads: 1102
    • Rating:
  • 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: 289
  • For CIO Professionals

    Report:Forrsights: European Companies Start To Embrace New Systems Of Engagement

    Our Software Decision-Maker Survey Shows A Shift In Emphasis From Systems Of Records To Systems Of Engagement

    During November 2011 and December 2011, Forrester surveyed 676 software decision-makers across Germany, France, and the UK to determine their spending priorities around software. With new systems of...

    • Downloads: 181
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Cloud Computing In India 2010: End User Adoption Trends

    This document provides an overview of cloud computing in India for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and concerns, market awareness and user...

    • Downloads: 43
  • For CIO Professionals

    Report:Cloud Computing Market Dynamics In The Middle East And Africa (MEA): Regional Overview

    This document provides an overview of cloud computing in the Middle East and Africa (MEA) for vendor strategists. The report will allow vendor strategists to understand cloud-related market trends...

    • Downloads: 33
  • For CIO Professionals

    Report:Cloud Broker — A New Business Model Paradigm

    Deriving More Business And Economic Models From Cloud Computing

    One of the key principles of cloud computing is the sharing of resources across various infrastructure domains and locations. As more clients get to use the different resource pools available and...

    • Downloads: 2440
    • Rating:
  • For CIO Professionals

    Report:Cloud Computing Market Dynamics In MEA: Egypt

    This document provides an overview of cloud computing in Egypt for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and concerns, market awareness and user...

    • Downloads: 15
  • 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: 362
  • 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: 376
    • Rating:
  • For Sales Enablement Professionals

    Report:Channel Models In The Era Of Cloud

    Channel Partners Expect A Share Of The Cloud

    To identify channel partners' plans, readiness, barriers, and needs as cloud technologies emerge, Forrester Research joined with Outsource Channel Executives (OCE) to survey distributors, value-added...

    • Downloads: 1299
  • For Enterprise Architecture Professionals

    Report:Business Architecture 2020 — Extending Beyond Organizational Boundaries

    Future Look: The Business Architecture Playbook

    The rise of business architecture (BA) initiatives has resulted in a rapidly maturing business architecture body of knowledge. Today, business architecture practices focus within the boundaries of a...

    • Downloads: 188
  • For CIO Professionals

    Report:Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement

    Our Q4 2011 Business Decision-Makers Survey Shows CIOs Under Pressure

    During October and November of 2011, Forrester surveyed 3,534 business decision-makers in North American and European enterprises regarding their business priorities (and views of IT priorities),...

    • Downloads: 504
    • Rating:
  • For Sales Enablement Professionals

    Report:Executives' Perceptions Of Differentiation Among Suppliers: Update For 2011

    Results, not products, differentiate vendors in the eyes of executives.Executives assign strategic supplier status to vendors that are willing and able to align in substantial, not superficial, ways....

    • Downloads: 9
  • For Infrastructure & Operations Professionals

    Report:Focus Your IT Infrastructure And Operations On Customer Obsession, Not Just Cost Savings

    In the age of the customer, only the customer-obsessed will survive. That's why your business is prioritizing revenue and customer growth over cost-cutting in 2011. But is your IT infrastructure and...

    • Downloads: 403
 
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