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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107 results in Reports

  • Corporate Strategy
  • 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 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 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 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 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 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 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
    • Rating:
  • 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: 351
    • 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: 409
    • Rating:
  • 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: 416
    • Rating:
  • 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: 403
    • Rating:
  • For Sales Enablement Professionals

    Report:Executive Buyer Expectations — The Bar Is Low

    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 sales, marketing, product, or other leader with...

    • Downloads: 124
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:Quick Take: Net? Yes. Neutrality? No.

    We Answer Three Key Questions To Help Clarify The Arguments And The Relevance Of Net Neutrality

    The positions in intense debate surrounding Net neutrality can't simply be summed up as "standing up for users' rights" or "asserting a carrier's right to profit." Verizon filed a petition to review...

    • Downloads: 73
  • For CIO Professionals

    Report:New Dynamics Shape IT Services Spending

    Changes Will Accelerate Over The Next 24 Months

    The IT services industry is in the middle of a fundamental transformation of who it sells to, what services it sells, and how it delivers those services. Upstart vendors specializing in new...

    • Downloads: 711
    • Rating:
  • For Customer Experience Professionals

    Report:Business Model And Brand Fuel Customer Experience Innovation

    How To Dodge Innovation Copycats

    Executives strive for customer experience innovation and make significant investments to get it. And yet, too many innovation initiatives are vulnerable to copycats. The remedy is to connect...

    • Downloads: 370
  • For Sales Enablement Professionals

    Report:Executive Buyers Prefer Email And Phone

    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: 128
    • Rating:
  • 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: 415
  • For CIO Professionals

    Report:US Tech Market Outlook For 2012

    Slower Than Expected 2011 Spending Portends 6.6% Growth In 2012

    The US tech market posted weaker growth in 2011 than we expected; the outlook for 2012 is for more of the same, with business and government purchases of IT goods and services growing by 6.8% to 6.6%...

    • Downloads: 1177
  • For CIO Professionals

    Report:Forrsights: The Macro Trends Shaping The Tech Industry This Decade

    Emerging Opportunities And Imperatives For An IT Industry In Transformation

    Rather than quietly maturing into middle age as it enters its seventh decade, the information and communications technology (ICT) industry is continuing to evolve rapidly. The ICT landscape is roiled...

    • Downloads: 1153
  • For CIO Professionals

    Report:Understanding Shifting Technology Acquisition Patterns

    CIOs Remain At The Center Of Technology Management Spending

    How much control of tech spending has shifted away from the CIO and moved into the hands of line-of-business managers is a hot — and hotly debated — question among CIOs and vendors. In...

    • Downloads: 165
  • 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: 997
    • Comments: 1
    • Rating:
  • 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: 177
    • Rating:
  • For CIO Professionals

    Report:The Personal Cloud: Transforming Personal Computing, Mobile, And Web Markets

    An Empowered Report: Sizing The Opportunity As Individuals Embrace New Services For Managing Their Work And Personal Digital Lives

    The personal computing experience for individuals is broken, ruptured by the fragmentation of personal information across PCs and mobile devices and the scattering of content across a multitude of...

    • Downloads: 2621