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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36 results in Reports

  • James Staten
  • For CIO Professionals

    Report:Onboard The Business To Your Cloud Strategy

    Change Management: The Cloud Computing Playbook

    It's all too easy for CIOs and IT departments to build a strategy around any new technology area that is focused on delivering lower IT costs and greater operational efficiency. However, to get your...

    • Downloads: 860
    • Rating:
  • For CIO Professionals

    Report:Predictions For 2013: Cloud Computing

    We'll Finally Get Real About Cloud

    As we start the new year, there is one clear takeaway regarding the cloud computing market: Enterprise use has arrived. Cloud use is no longer solely hiding in the shadows; IT departments are no...

    • Downloads: 1112
    • Comments: 2
    • Rating:
  • For Sourcing & Vendor Management Professionals

    Report:TechRadar™: Software-As-A-Service, Q1 2014

    Vendors Have More And Better SaaS Options Than Ever — Are You Prepared?

    Nearly 15 years after the appearance of software-as-a-service (SaaS) startups such as salesforce.com, NetSuite, and Google, software-as-a-service is nearing its tipping point. SaaS adoption is poised...

    • Downloads: 635
    • Comments: 1
    • Rating:
  • For CIO Professionals

    Report:Cloud Keys An Era Of New IT Responsiveness And Efficiency

    Future Look: The Cloud Computing Playbook

    The cloud landscape is shifting to cover a broader range of enterprise needs. Why? Cloud is curing the lack of responsiveness and economic flexibility that ails on-premises IT. Look for the popular...

    • Downloads: 1312
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:Market Overview: Private Cloud Solutions, Q2 2011

    Five Solution Types To Choose From For Advancing Virtualization Maturity

    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: 2922
    • Rating:
  • For CIO Professionals

    Report:A Sample Cloud Use Policy

    A Cloud Playbook Template For Effectively Communicating Use

    This cloud computing playbook toolkit item contains a sample cloud computing policy document that can be used by CIOs as a basis for crafting an effective policy around the use of cloud computing...

    • Downloads: 121
    • Rating:
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Enterprise Public Cloud Platforms, Q2 2013

    One Size Does Not Fit All Developer Needs

    Public cloud platforms are the keys that unlock the flexibility, productivity, and economic advantages of cloud computing. Application development and delivery (AD&D) pros use a wide variety of...

    • Downloads: 1724
    • Comments: 1
    • Rating:
  • For CIO Professionals

    Report:Master 10 Trends For Your Cloud Journey

    Road Map: The Cloud Computing Playbook

    Early in 2011, Forrester made a series of predictions about the future of cloud computing for that year. With 2012 now upon us, it's time to evaluate last year's predictions and introduce new...

    • Downloads: 2657
    • Rating:
  • For CIO Professionals

    Report:Put Guardrails In Place To Drive Cloud Success

    Policy And Procedures: The Cloud Computing Playbook

    Today it is no longer a question of when IT will align with business leaders but how. Cloud computing has emerged as one of the most significant game-changers to hit the technology landscape in the...

    • Downloads: 820
    • Rating:
  • 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

    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: 1329
    • Rating:
  • For CIO Professionals

    Report:Write An Effective Cloud Use Policy

    Encourage Cloud Consumption The Right Way

    You know your company is using cloud services; our Forrsights Software Survey, Q4 2011 shows that the average enterprise has between four and 12 software-as-a-service (SaaS) services in use already,...

    • Downloads: 364
    • Rating:
  • For CIO Professionals

    Report:Proactively Engage Cloud Buyers

    Skills And Staffing: The Cloud Computing Playbook

    Cloud services, from departmental SaaS applications to consumer-facing file sharing, are being brought into your organization, and they are increasingly weaving their ways into business workflows....

    • Downloads: 656
  • For Infrastructure & Operations Professionals

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

    Cloud Platforms: Foundational Systems Could Strengthen Your Preferred Service Providers

    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: 1002
    • Rating:
  • For CIO Professionals

    Report:Improve Productivity With The Cloud

    Business Impact: The Cloud Computing Playbook

    When a market disruption as large as cloud computing comes along, it sends ripples throughout your organization, so it should come as no surprise that attitudes toward this technology vary widely...

    • Downloads: 1719
    • Rating:
  • For CIO Professionals

    Report:Make The Cloud Enterprise Ready

    In 2008, Forrester examined whether cloud computing was ready for the enterprise. In 2012, the answer is a definitive yes, but many enterprises aren't ready for the cloud. This report outlines the...

    • Downloads: 1268
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:TechRadar™ For Infrastructure & Operations Professionals: Cloud Computing, Q4 2011

    Maturity, Acquisitions, And Enterprise Experience Drive Cloud Use Forward

    With interest in and priority for investment in cloud rising, concern and challenges remain regarding what is (and isn't) a cloud computing service and which options are safe, mature choices. To help...

    • Downloads: 1758
    • Rating:
  • For Application Development & Delivery Professionals

    Report:The Seismic Shift In Application Portfolios

    How Enterprise Applications Evolve In The Age Of The Customer

    Driven by rapidly changing customer engagement models, enterprise application portfolios are evolving at dramatically different rates on either side of a fault line. Systems of engagement...

    • Downloads: 256
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:Q&A: How To Get Private Cloud Right

    From Scoping To Sizing To Incenting Use: Unconventional Thinking Is Required

    Recent Forrester inquiries from enterprise infrastructure and operations (I&O) professionals show that there's still significant confusion between infrastructure-as-a-service (IaaS) private clouds...

    • Downloads: 989
  • For Application Development & Delivery Professionals

    Report:Who Are Enterprise Cloud Developers?

    What Forrester's Forrsights Developer Survey, Q1 2013 Shows

    Less than a quarter of all enterprise developers are using cloud platforms today. Examining the first movers, using the Forrester Forrsights Developer Survey, Q1 2013, we found significant...

    • Downloads: 156
  • For Sourcing & Vendor Management Professionals

    Report:Beware Of The "SaaS" Trap

    SaaS In Name Only Won't Deliver The Same Benefits And May Cost You Much More

    There's a disturbing trend reemerging in our client inquiries of late: rising demand for software-as-a-service (SaaS) solutions and purchases of solutions that are not really SaaS. When we inform...

    • Downloads: 255
  • For Application Development & Delivery Professionals

    Report:Strategic Rightsourcing Application Portfolio Analysis Tool

    This an update to the portfolio analysis tool of the same name originally issued to clients on May 11, 2011. This portfolio analysis tool is based on Forrester's strategic rightsourcing...

    • Downloads: 52
    • Comments: 1
  • For Infrastructure & Operations Professionals

    Report:What The Evolution Of Cloud Storage Means For I&O

    Over the last few years, the capabilities and reach of cloud storage services have evolved rapidly, with many organizations expressing interest in storage-as-a-service. With or without the support of...

    • Downloads: 262
    • Rating:
  • For CIO Professionals

    Report:Develop Cloud Metrics Using The Balanced Scorecard

    Performance Management: The Cloud Computing Playbook

    This report outlines the performance management of Forrester's solution for CIOs working on developing effective objectives and metrics for their organization's cloud strategy. Crafting and measuring...

    • Downloads: 961
    • Rating:
  • For CIO Professionals

    Report:Q3 2012 Global Cloud Developer Online Survey Results

    This PowerPoint deck presents the data gathered from Forrester’s Q3 2012 Global Cloud Developer Online Survey.  The survey fielded 106 responses; 56% from North America; 25% from Western...

    • Downloads: 61
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Which Public Cloud Platforms Offer The Right Configuration Controls?

    Depth Of Control Matters Most To DevOps But Can Hinder Others

    Developers of modern applications value the agility and abstraction that public cloud platforms provide, but there are vast differences in the degree of control and configurability each platform...

    • Downloads: 179