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.

3 results in Blogs

  • Past 6 months
  • Derek Miers
  • For Enterprise Architecture Professionals

    Blog:Value Co-creation In The Age Of The Customer

    In this Age of the Customer (AoC), many traditional businesses are under threat and need to change. Organizations often have the need to rethink their business strategy and operating model –...

    • For Enterprise Architecture Professionals

      Blog:What Is The Value Of Good Health?

      What's the value of being able to operate at the peak of fitness and health? Is it less stress? Is it longer life? In an organizational sense, is it being able to change and adapt more easily? Is...

      • For Enterprise Architecture Professionals

        Blog:Choosing The Right Shower Vendor

          In this modern world - where everything is in the age of the customer, I was looking for advice on which vendor I should engage in my strategic Bathroom Portal Modernization (BPM) program. So,...