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Paul Hagen

Principal Analyst serving Customer Experience PROFESSIONALS

Find Paul on:
Blog: Customer Experience Blog

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.

Research Coverage:

Accenture, Capgemini, Customer Experience Management, Dell, Deloitte, Oracle, Tata Consultancy Services, Wipro

Reports (9)
Charts & Figures (4)

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Forrsights For Business Technology (3)

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Client Systems (4)
Infrastructure Architectures (3)
Application Management (2)
Client Security & Management (2)
Networking (1)
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- Application Management (2)
- Client Security & Management (2)
- Client Systems (4)
- Infrastructure Architectures (3)
- Networking (1)
- Server Platforms (1)
- Systems Management (1)

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9 results in Reports

Christopher Voce
IT Infrastructure & Operations

For Infrastructure & Operations Professionals
Report:Create A Habitat Of Technology Engagement And Enablement For Your Workforce
Executive Overview: The Workforce Enablement Playbook
Christopher Voce, David K. Johnson, Christian Kane, J. P. Gownder, Michele PelinoMay 10, 2013
BYOD. BYOPC. Consumerization. These are the words that send shivers down the spines of infrastructure and operations (I&O) professionals responsible for "end user computing" in their companies....
- Downloads: 75
For Security & Risk Professionals
Report:Manage Mobile And Consumer Devices Safely And Efficiently
Executive Overview: The Mobile Security And Operations Playbook
Stephanie Balaouras, Christopher VoceMay 02, 2012
This report outlines the executive overview of Forrester's solution for security and risk professionals working on managing mobile and consumer devices. Smartphones and tablets are quickly becoming...
- Downloads: 797
For Infrastructure & Operations Professionals
Report:Market Overview: Cloud-Based Email Vendors
A Look At The Players And The Criteria You Should Use To Differentiate Them
Christopher VoceMarch 22, 2011
Infrastructure and operations executives have shown a tremendous interest in the cloud to provision email and collaboration services to their employees. Why? Cloud-based email and collaboration can...
- Downloads: 1288
- Rating:
For Infrastructure & Operations Professionals
Report:Update 2011: Q&A: SharePoint Licensing Complexities
Licensing SharePoint, And How Federation And Virtualization Play A Role
Christopher VoceJune 15, 2011
Microsoft's SharePoint has been a runaway success with many companies: so much so, that it tests the mettle of infrastructure and operations (I&O) professionals who are charged with building and...
- Downloads: 302
For Sourcing & Vendor Management Professionals
Report:Five New Microsoft Licensing Twists That Every IT Buyer Should Know
Buyers May Need To Refine Their Microsoft Licensing And Adoption Strategies
Duncan Jones, Christopher VoceJuly 09, 2010
Forrester has studied Microsoft's recent pricing and licensing changes and found several that could have profound implications for enterprise IT departments, including price increases and repackaging...
- Downloads: 985
- Rating:
For CIO Professionals
Report:Office 2013: A Breakthrough In Productivity
Highly Integrated With A Risk Of Lock-In
Rob Koplowitz, John R. Rymer, Ted Schadler, Art Schoeller, Philipp Karcher, Frank E. Gillett, Christopher Voce, Leslie OwensJanuary 29, 2013
Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...
- Downloads: 339
- Rating:
For Infrastructure & Operations Professionals
Report:Learn From Those Who Have Made The Leap To Cloud-Based Email
Solid Preparation And Proper Pilots Lead To Successful Migrations
Christopher VoceMarch 22, 2011
Infrastructure and operations (I&O) chiefs at companies large and small are beginning to entrust their email to Google, IBM, Microsoft, and other hosters. Migrating email — a business-critical...
- Downloads: 698
- Rating:
For Infrastructure & Operations Professionals
Report:Habitat For Engagement: Unleash Workforce Potential With Agile Enablement
Vision: The Workforce Enablement Playbook
David K. Johnson, Christopher VoceMay 10, 2013
This report outlines the vision of Forrester's solution for infrastructure and operations (I&O) executives responsible for "end user computing" — the delivery and support of technology and...
- Downloads: 69
For Infrastructure & Operations Professionals
Report:How To Connect Your Mobile Workforce To Cloud-Based Email
Christopher Voce, Christian KaneDecember 12, 2011
Interest in cloud-based email is mounting as pressures for IT infrastructure and operations professionals (I&O) to manage and secure smartphones and tablets for an increasingly mobile workforce are...
- Downloads: 359
- Rating:

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Paul Hagen

Principal Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Role

Methodology

Topics

All Topics

Region

Vendor

For Infrastructure & Operations Professionals

Report:Create A Habitat Of Technology Engagement And Enablement For Your Workforce

For Security & Risk Professionals

Report:Manage Mobile And Consumer Devices Safely And Efficiently

For Infrastructure & Operations Professionals

Report:Market Overview: Cloud-Based Email Vendors

For Infrastructure & Operations Professionals

Report:Update 2011: Q&A: SharePoint Licensing Complexities

For Sourcing & Vendor Management Professionals

Report:Five New Microsoft Licensing Twists That Every IT Buyer Should Know

For CIO Professionals

Report:Office 2013: A Breakthrough In Productivity

For Infrastructure & Operations Professionals

Report:Learn From Those Who Have Made The Leap To Cloud-Based Email

For Infrastructure & Operations Professionals

Report:Habitat For Engagement: Unleash Workforce Potential With Agile Enablement

For Infrastructure & Operations Professionals

Report:How To Connect Your Mobile Workforce To Cloud-Based Email

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