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 CMO Professionals

    Report:Brief: Business Models Determine Agency Strengths

    Not All Agencies Are Built On The Same Financial Foundation

    Recently, Forrester defined a new agency landscape, defined by the primary strategic objectives of marketers. The agency models we introduced — Innovator, Integrator, and Implementer —...

    • Downloads: 183
  • For Security & Risk Professionals

    Report:Quick Take: Palo Alto Networks Acquires Cyvera

    Palo Alto Extends Its Reach To The Endpoint

    On March 24, 2014, Palo Alto Networks announced an agreement to acquire Cyvera, a privately held endpoint security company, for approximately $200 million. With the acquisition, Palo Alto Networks...

    • Downloads: 78
  • For CIO Professionals

    Report:A Weak Start To 2014 Economic Growth Leads To Slower Global Tech Market Growth

    Software Buying In The US And Other Tech Twelve Countries Will Drive 3.9% Local Currency Tech Growth In 2014

    Halfway through 2014, the global tech market is still trying to get out of second gear, with projected local currency growth of 3.9% (3.3% in US dollars), not the third-gear growth of 5.5% we...

    • Downloads: 101
  • 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: 168
  • 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: 415
  • For CIO Professionals

    Report:US Tech Market Outlook For 2012 To 2013

    Improving Economic Prospects Create Upside Potential

    CIOs care about tech market trends for three reasons: 1) to understand how much other firms are spending on information and communications technologies (and where); 2) to determine where they ought...

    • Downloads: 1285
  • For Security & Risk Professionals

    Report:Quick Take: FireEye Acquires Mandiant

    FireEye Emerging As A Leader In A New Breed Of Security Companies

    On January 2, 2014, FireEye announced its acquisition of incident response and forensics specialist Mandiant for nearly $900 million in stock and $100 million in cash. With this acquisition, FireEye...

    • Downloads: 165
  • For Security & Risk Professionals

    Report:Quick Take: Moving On Up The Security Stack, F5 Acquires Versafe

    On September 17, F5 Networks announced its acquisition of web security and antifraud vendor Versafe for an undisclosed sum. With this acquisition, F5 expands its burgeoning security portfolio beyond...

    • Downloads: 102
  • 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: 1415
  • 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: 179
  • 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: 213
  • For Marketing Leadership Professionals

    Report:Socializing The Technology Adoption Cycle

    B2B Marketers Can Influence Buyers' Adoption Stages With Social Media

    Technology marketers face the ongoing challenge of how to align content touches with their customers' preferences for information sources. Social media heightens this challenge because poorly aligned...

    • Downloads: 405
  • For CIO Professionals

    Report:A Better But Still Subpar Global Tech Market In 2014 And 2015

    Software Buying In The US And Other Tech Twelve Countries Will Drive 5.5% Local Currency Tech Growth In 2014

    The good news for CIOs is that improving economies in the US and elsewhere will generate cash flow to support the purchases of the new mobile, cloud, and smart technologies that are transforming...

    • Downloads: 610
  • 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: 135
  • For CIO Professionals

    Report:Four Reasons For Sluggish Tech Market Growth And The Rationale For Future Optimism

    Weak Economies, A Changing Hardware Market, Cloud, And CEO Aversion To Investment Have Kept A Lid On Tech Buying

    Forrester's projected 5.5% growth in the global tech market in 2014 in local currency terms (6.2% in US dollars) is certainly an improvement over the more feeble growth of 2012 and 2013. Still, these...

    • Downloads: 125
  • 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: 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: 60
  • 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: 1008
  • For Sourcing & Vendor Management Professionals

    Report:The Renegade Technology Buyer In Asia

    Technology is now too important for the business not to be involved. Business decision-makers in Asia also mention that frustration with their IT department pushes them to spend directly on IT...

    • Downloads: 44
  • 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: 575
  • 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: 929
  • For CIO Professionals

    Report:The State Of Midmarket IT Budgets In India

    CIO Success At Midmarket Firms Increasingly Depending On Customer Engagement

    Forrester recently surveyed 430 midmarket businesses in India regarding their IT budgets in the current (2013-2014) fiscal year. The survey found that increasing customer expectations, fast-changing...

    • Downloads: 135
  • 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: 358
  • For CIO Professionals

    Report:Quick Take: Apple And IBM Team Up To Create A New Enterprise Mobile Platform

    New Partnership Melds Complementary Strengths In Consumer And Enterprise Markets

    The leading mobile OS devices from Apple and Google have blossomed in enterprise settings because individuals want the same mobile devices and apps at work that they use in their personal lives. But...

    • Downloads: 276
  • For CIO Professionals

    Report:Software Must Enrich Your Brand

    Software Is A Critical Strategic Asset, Not An Operational Nice-To-Have

    Your customers increasingly interact with your products and service directly through the software they touch: mobile apps, connected products, websites, and digital experiences. If the software fails...

    • Downloads: 314