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: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
  • 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: 250
  • 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: 901
  • For CIO Professionals

    Report:Master 10 Trends For Your Cloud Journey

    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: 2695
  • For CIO Professionals

    Report:Proactively Engage Cloud Buyers

    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: 670
  • 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: 174
  • 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...

    • Downloads: 660
  • 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: 159
  • 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 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: 987
  • For Application Development & Delivery Professionals

    Report:Microsoft Ascending

    In First 100 Days, Nadella's Team Shifts To A More Open And Aggressive Posture

    When Microsoft named Satya Nadella the third CEO in its history this past February, we posited 10 questions he needed to answer to ensure Microsoft's future relevance to enterprises. As Nadella's...

    • Downloads: 190
  • 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: 160
  • 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: 968
  • 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: 1353
  • For CIO Professionals

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

    Vision: 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: 1364
  • For CIO Professionals

    Report:Put Guardrails In Place To Drive Cloud Success

    Processes: 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: 852
  • 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: 6
  • 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: 598
  • 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: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 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: 1129
  • 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: 1773
  • 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: 60
  • For Application Development & Delivery Professionals

    Report:The Seismic Shift In Application Portfolios

    Road Map: The Cloud Computing Playbook

    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: 358
  • 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: 444