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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125 results in Reports

  • Corporate Strategy
  • For CIO Professionals

    Report:Global Tech Market Outlook 2012 To 2013

    Economic Weakness Will Slow, But Not, Stop Growth

    CIOs tracking broader tech market trends to see where their firms stand face a mixed picture, depending on their location. On a global basis, the European recession and weakening economic growth in...

    • Downloads: 1383
  • For Infrastructure & Operations Professionals

    Report:Brief: Cisco's Tail-f Acquisition Is Good News For Your Flexible Service Ambitions

    The Move Validates Forrester's Virtual Network Infrastructure Vision

    On June 17, 2014, Cisco announced its acquisition of Tail-f Systems for $175 million in cash and retention incentives. The acquisition helps Cisco deliver on a virtual network infrastructure vision...

    • Downloads: 57
  • 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: 641
  • For Sales Enablement Professionals

    Report:BT Social Technographics® 2011: Age Matters

    Social Media Preferences Vary Significantly Among Age Groups

    Forrester has analyzed data from the Q1 2011 US And European B2B Social Technographics® Online Survey For Business Technology Buyers by age group to examine a common assumption: Most of the...

    • Downloads: 468
  • 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 Infrastructure & Operations Professionals

    Report:Quick Take: Cisco Acquires Whiptail: A Flashy Entrance Into The Storage Landscape

    Flash Array Technology Opens Up Database, HPC, And Virtualization Opportunities For Cisco

    On September 10, 2013, Cisco Systems announced the acquisition of flash array startup Whiptail for $415 million in cash. With this important deal, Cisco enters the storage market. In the near term,...

    • Downloads: 134
  • For CIO Professionals

    Report:Tracking The Renegade Technology Buyer

    Understanding The What And Why Of Business Executives' Spending On Technology

    After nearly a decade in hibernation, the business buyer has re-emerged as a major spender and force in IT spending. To better understand the return of tech spending outside the formal IT budget and...

    • Downloads: 323
  • For CIO Professionals

    Report:Linking Customer Engagement To Business Capabilities In The Age Of The Customer

    Processes: The Business Technology Agenda Playbook

    This report uses business capability mapping concepts to depict how customer engagement activates business capabilities. In the age of the customer, during which knowledge of and engagement with...

    • Downloads: 558
  • For Application Development & Delivery Professionals

    Report:SOA Plays An Important Role In A Telco Merger

    EE Uses SOA To Unify Business Operations Across Three Separate Brands

    Service-oriented architecture (SOA) strategies continue to add significant value in the industry. EE, a UK digital telecommunications company formed by merging the UK operations of T-Mobile and...

    • Downloads: 153
  • For CIO Professionals

    Report:Brief: HP Gets Back On The Path To Partnership With Customers

    Impressions From The HP Industry Analyst Summit 2014

    Forrester recently attended HP's annual Industry Analyst Summit in Boston. We heard presentations from and met privately with HP executives and business unit leaders, including Meg Whitman, George...

    • Downloads: 114
  • For CIO Professionals

    Report:Tech Vendor Outlook For The US In 2012 To 2013

    Software And IT Consulting Services Have The Best Prospects

    The US tech market outlook for vendors is looking brighter for 2012 and 2013, with the US tech market projected to grow by 7.5% in 2012 (7.1% including telecommunications services) and even faster in...

    • Downloads: 1007
  • 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 Infrastructure & Operations Professionals

    Report:Quick Take: Zebra Strengthens Its Connected World Platform With Motorola Solutions

    Combined Company Assets Enhance Reach Of Zebra's Zatar Platform

    On April 15, 2014, Zebra Technologies announced its intent to purchase Motorola Solutions' enterprise business unit for $3.45 billion using cash and debt. This gives Zebra comprehensive asset...

    • Downloads: 67
  • For Security & Risk Professionals

    Report:Quick Take: Bit9 And Carbon Black Merge

    Bit9 With Carbon Credits Is An Impressive Endpoint Security Play

    On February 13, 2014, Bit9 announced that it had merged with endpoint incident response startup Carbon Black, for an undisclosed amount. Bit9 also announced that it had raised $38.25 million to fuel...

    • Downloads: 71
  • For Security & Risk Professionals

    Report:Brief: Proofpoint Strengthens Its Targeted Attack Defense With NetCitadel Acquisition

    Acquisition Is Proof That You Must Integrate Advanced Detection With Incident Response

    On May 20, 2014, Proofpoint announced that it had acquired Silicon-Valley-based startup NetCitadel, a privately owned incident response company, for approximately $24 million in cash. While small,...

    • Downloads: 31
  • 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: 106
  • For CIO Professionals

    Report:US Tech Market Outlook For 2013 And 2014: Better Times Ahead

    We Forecast 6% ICT Spending Growth For Both Years

    US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

    • Downloads: 922
  • For Sales Enablement Professionals

    Report:What Do Executive Buyers Find Valuable?

    Your buyers have changed, and there are some things you should know about them if you expect to get any money out of their wallets. If you are a sales, marketing, product, or other leader with...

    • Downloads: 179
  • For CIO Professionals

    Report:The Collaborative Economy Will Drive Business Innovation And Growth

    Over the past two decades, the Internet has triggered a tectonic shift in the concept of networking — one that has redefined how companies market and sell products. More recently, social media,...

    • Downloads: 168
  • For Sourcing & Vendor Management Professionals

    Report:Market Overview: 10% Growth In ePurchasing Software Market Makes 2014 A Year For Buyers

    IPOs Will Make More News Than Acquisitions, As SaaS Continues To Gain Share

    For sourcing and vendor management (SVM) professionals and for CIOs, winning, serving, and retaining customers involves more than acquiring the right front-office technologies; it also involves...

    • Downloads: 118
  • 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: 256
  • For CIO Professionals

    Report:Mobile's Ascendance Will Accelerate IT Services Restructuring

    The IT Services Opportunity In Systems Of Engagement

    Mobile is more than just a pretty face. New platforms will usher in a whole new class of systems focused on engaging customers, employees, and business partners. The move to systems of engagement and...

    • Downloads: 369
  • For Sourcing & Vendor Management Professionals

    Report:Asset-Based IT Services Shift Service Vendors' Operating Models

    Four Crucial Steps To Succeed With Asset-Based IT Services Offerings

    Forrrester has previously described why the move to software asset-based offerings has been slow to date and what steps service vendors are increasingly taking in order to successfully grow their...

    • Downloads: 363
  • For eBusiness & Channel Strategy Professionals

    Report:Define Your Digital Transformation Partner Strategy

    Establish A Lean Governance Model To Drive Value From Digital Partners

    Few organizations are fully equipped to deliver every aspect of their digital strategy. eBusiness professionals need help, yet they face a complex and constantly changing landscape: As consumers...

    • Downloads: 154
  • For Sourcing & Vendor Management Professionals

    Report:Applications Outsourcing Pricing Models: Beyond The Managed Outcome Engagement

    Pricing And Packaging Models Are Shifting — Slowly

    With IT investment focus shifting rapidly toward enabling front-office business results, interest in alternative pricing models for applications outsourcing engagements is on the rise. Though change...

    • Downloads: 335