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Paul Hagen

Principal Analyst serving Customer Experience PROFESSIONALS

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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 (3)

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Packaged Applications
Lauren E. Nelson

Report:Market Overview: Private Cloud Solutions, Q2 2011
Five Solution Types To Choose From For Advancing Virtualization Maturity
Lauren E. Nelson, James StatenMay 17, 2011
Over the past year, client inquiry questions have evolved from "What is cloud?" to "What vendors should I consider?" This market overview examines the landscape of vendors providing solutions...
- Downloads: 2826
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For Infrastructure & Operations Professionals
Report:Market Overview: Public IaaS Clouds, Q4 2011, Part 1
How To Sift Through The Cloud Washing And Uncover True Value
Lauren E. Nelson, James StatenNovember 07, 2011
While cloud computing is still in the early adopter phase, you're under executive pressure to develop a cloud strategy. And it's up to you to sort through the cloud washing and not only understand...
- Downloads: 1244
- Rating:
For Infrastructure & Operations Professionals
Report:Market Overview: Public IaaS Clouds, Q4 2011, Part 3
Cloud Platforms: Foundational Systems Could Strengthen Your Preferred Service Providers
Lauren E. Nelson, James StatenDecember 12, 2011
A growing number of public infrastructure-as-a-service (IaaS) clouds are coming to market that share the same underlying capabilities, technologies, and interfaces. Rather than build their clouds...
- Downloads: 930
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Paul Hagen

Principal Analyst serving Customer Experience PROFESSIONALS

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Report:Market Overview: Private Cloud Solutions, Q2 2011

For Infrastructure & Operations Professionals

Report:Market Overview: Public IaaS Clouds, Q4 2011, Part 1

For Infrastructure & Operations Professionals

Report:Market Overview: Public IaaS Clouds, Q4 2011, Part 3

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