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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42 results in Reports

  • James Staten
  • For CIO Professionals

    Report:Predictions For 2014: Cloud Computing

    Cloud Formally Joins The IT Portfolio — Whether IT Likes It Or Not

    As we head into 2014, cloud computing is no longer a "future" but a "now." Investments are up, enterprise use is widespread, and the hybrid cloud model has arrived. While the bulk of cloud...

    • Downloads: 1357
  • For CIO Professionals

    Report:Improve Business Outcomes With Adaptive Intelligence

    Making Business Intelligence A Collaborative Process Leads To Greater Insights, Security, And Efficiency

    Enterprise execs who seek to understand their customers, market, and competitive landscape can't afford to limit their insights to the data they generate. Nor can they hope to gain sufficient insight...

    • Downloads: 445
  • 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: 62
  • For CIO Professionals

    Report:Drive Savings And Profits With Cloud Economics

    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: 2819
  • 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: 970
  • 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: 379
  • For Application Development & Delivery Professionals

    Report:Quick Take: Google Amps Up Android

    Android L-Preview Links Phones and Tablets To Cars, TVs, And Wearables

    Google I/O is the hottest developer conferences in the world for a reason: Android is the fastest growing and most-used mobile platform. That's not to say that Google is not a web juggernaut, too....

    • Downloads: 72
  • 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: 1285
  • For CIO Professionals

    Report:Rightsource Your Applications For The Cloud

    Tools And Technology: The Cloud Computing Playbook

    CIOs frequently ask us which applications they should consider moving to the cloud or replace with cloud services. Forrester provides you with a methodology to answer this question and help you...

    • Downloads: 1543
  • For CIO Professionals

    Report:Why Australia Is A Key Cloud Market

    Fast Adoption And Openness Drive Hunger For Innovation

    In our December 4, 2013, "Predictions For 2014: Cloud Computing" report, we stated that Australia would rise to the No. 2 market for cloud services consumption globally. In this report, we explain...

    • Downloads: 40
  • 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: 252
  • For CIO Professionals

    Report:The Rise Of The New Cloud Admin

    Organization: The Cloud Computing Playbook

    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: 634
  • 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: 1127
  • For Customer Insights Professionals

    Report:Adaptive Intelligence: Assess Your Readiness

    Firms today have the false belief that they can create a 360-degree view of their customers with just the data they own. But this means they miss out on valuable insights from partners and...

    • Downloads: 160
  • 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: 849
  • For CIO Professionals

    Report:Onboard The Business To Your Cloud Strategy

    Strategic Plan: 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: 891
  • 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: 1937
  • For Application Development & Delivery Professionals

    Report:Quick Take: Google Cloud Services Gather Steam

    New Developer Tools, Big Data Services, And Aggressive Pricing Will Tempt Enterprise Developers

    At last week's I/O developer conference, Google announced a slew of new developer tools, application programming interfaces (APIs), and cloud services that will make it easier for developers to put...

    • Downloads: 132
  • 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: 1339
  • For Infrastructure & Operations Professionals

    Report:Market Overview: Public IaaS Clouds, Q4 2011, Part 2

    AWS Leads A Rapidly Growing Field

    For many I&O professionals, developing a cloud strategy is a top priority for 2011 and 2012. After strategically selecting certain workloads fit for public IaaS, it's now time for selecting your...

    • Downloads: 1324
  • For CIO Professionals

    Report:Quick Take: Top 10 Cloud Challenges Facing Media And Entertainment

    Media's Video Challenges Witnessed At NAB Will Be Yours In The Near Future

    The media and entertainment vertical was one of the first to embrace public cloud computing services, and for much of this market, it is no longer an "if" or "when" but a "how" and "how-best"...

    • Downloads: 162
  • For Infrastructure & Operations Professionals

    Report:Five Data Center And IT Infrastructure Lessons From The Cloud Giants

    Processes: The IT Infrastructure Playbook

    Amazon. Salesforce.com. Microsoft. Rackspace. The economics and efficiencies of the world's largest cloud and hosting service providers are an aspiration for some in enterprise IT — but a...

    • Downloads: 903
  • 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: 379
  • 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: 599
  • 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: 380