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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38 results in Reports

  • James Staten
  • 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: 266
  • 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: 1113
    • Comments: 1
    • 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: 2923
    • Rating:
  • 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: 804
    • Rating:
  • 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: 2766
    • 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: 188
  • For CIO Professionals

    Report:Rightsource Your Applications For The Cloud

    Build/Buy Capabilities: 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: 1492
    • 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: 1330
    • Rating:
  • 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: 1315
  • 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: 1720
    • 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 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"...

    • 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: 268
      • 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 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: 824
      • Rating:
    • For CIO Professionals

      Report:The Public Cloud Market Is Now In Hypergrowth

      Sizing The Public Cloud Market, 2014 To 2020

      Public cloud services continue to drive big changes in the markets for software, hardware, and IT outsourcing, while providing a foundation for age of the customer innovations. How much and when will...

      • 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: 1759
        • 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: 990
      • 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: 390
      • 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: 602
        • 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 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: 647
        • Comments: 1
        • Rating:
      • 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: 936
        • 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: 366
        • 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: 2659
        • Rating: