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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37 results in Reports

  • James Staten
  • For CIO Professionals

    Report:The Rise Of The New Cloud Admin

    And No, It's Not Your Virtualization Manager

    Nearly half of all enterprise IT shops claim to be prioritizing private cloud investments in 2013, but both in the largest enterprises and those firms that are most aggressively investing in public...

    • Downloads: 366
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Understanding Cloud's Multitenancy

    Architectures To Balance Economies Of Scale And Security

    True cloud services all use some mode of multitenancy — the ability for multiple customers (tenants) to share the same applications and/or compute resources. It is through multitenant...

    • Downloads: 877
    • Comments: 1
    • 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: 1673
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:Justifying Your Cloud Investment: Test And Development

    Improve Time-To-Market And Lighten Lab Management Burdens

    It's one thing to say infrastructure and operations (I&O) professionals need to invest in infrastructure-as-a-service (IaaS) cloud computing; it's quite another to justify the financial and resource...

    • Downloads: 1243
  • For CIO Professionals

    Report:Drive Savings And Profits With Cloud Economics

    Business Plan: The Cloud Computing Playbook

    We all believe that cloud computing can save us money but aren't sure how to maximize these savings. Firms almost always consider cloud computing a cost advantage compared to the in-house, always-on...

    • Downloads: 2371
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:Ignoring Cloud Risks A Growing Gap Between I&O And The Business

    Navigating The Shifts In Computing Infrastructure

    Over the past several years, we've seen two key cloud trends in the infrastructure-as-a-service (IaaS) space: 1) Public cloud adoption rates are highest among "informal buyers" (non-IT employees),...

    • Downloads: 658
  • For Application Development & Delivery Professionals

    Report:Strategic Rightsourcing Application Portfolio Analysis Tool

    This portfolio analysis tool is based on Forrester's strategic rightsourcing methodology and client best practices and can be specifically adapted to your organization's objective of identifying...

    • Downloads: 33
  • 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: 2286
    • 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: 926
  • 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: 2826
    • 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

    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
    • Rating:
  • For Application Development & Delivery Professionals

    Report:AP Taps Cloud To Reach Next-Generation News Consumers

    News Agency Puts Content Integration API On Windows Azure To Increase Customer Reach

    The Associated Press (AP), the world's oldest and largest news cooperative, provides up-to-the-minute reporting that is seen or heard by nearly half the world's population. However, changes in how we...

    • Downloads: 323
  • 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: 42
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:You're Not Ready For Internal Cloud

    But You Can Be: Here's How

    Cloud computing — a standardized, self-service, pay-per-use deployment model — provides companies with rapid access to powerful and more flexible IT capabilities and at price points...

    • Downloads: 1674
    • 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: 887
    • Rating:
  • For Marketing Leadership Professionals

    Report:Introducing Adaptive Intelligence

    Why Firms Need To Share Data To Become Customer-Obsessed

    Enterprises seeking to better understand their customers, market, and competitive landscape can't afford to limit their insights to only what they already know — the data they generate...

    • Downloads: 163
  • For Infrastructure & Operations Professionals

    Report:Companies Building Private Clouds Focus On Infrastructure But Not Operations

    Examining Peers' Investments In Private Cloud Reveals Uneven Spend

    Almost one-quarter of the infrastructure and operations (I&O) professionals polled in our Forrsights Hardware Survey, Q3 2010 said that building a private cloud is a high or critical priority for...

    • Downloads: 1317
  • 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: 1166
    • Rating:
  • For CIO Professionals

    Report:BT 2020: IT's Future In The Empowered Era

    An Empowered Report: Sweeping Changes In The Business Landscape Will Topple The IT Status Quo

    Over the next 10 years, three sets of forces will change the relationship of business, technology, and the IT organization. Technologies that are increasingly easy to acquire and use will empower...

    • Downloads: 2520
    • Rating:
  • 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: 624
    • 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: 678
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: IT Consolidation Consultancies, Q4 2010

    Accenture And HP Lead A Strong Field Of Worldwide Providers

    In Forrester's 40-criteria evaluation of IT consolidation consultancies, we found that Accenture and HP led the pack due to their breadth of capabilities and superior ability in business...

    • Downloads: 1115
  • For Infrastructure & Operations Professionals

    Report:Justifying Your Cloud Investment: Web Sites

    Web Sites Are Great First Candidates For Cloud Deployment

    It's one thing to say infrastructure and operations (I&O) professionals need to invest in infrastructure-as-a-service (IaaS) cloud computing; it's quite another to justify the financial and resource...

    • Downloads: 853
  • For CIO Professionals

    Report:Don't Move Your Apps To The Cloud

    Use The Cloud To Transform Them Instead

    It has become conventional wisdom that leveraging cloud services will save you money. But that isn't universally true. To achieve these benefits, especially from cloud platforms...

    • Downloads: 768
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:The State Of Infrastructure-As-A-Service Cloud Standards

    Cloud adoption, particularly of infrastructure-as-a-service (IaaS), is still in the early-adopter phase, and as a result there are no set industry standards. For IT infrastructure and operations...

    • Downloads: 1021
    • Comments: 1
    • Rating:
 
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