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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29 results in Reports

  • Paul Hagen
  • Customer Experience Management
  • For Customer Experience Professionals

    Report:What's The Right Customer Experience Strategy?

    Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve customer experience at the enterprise...

    • Downloads: 2929
  • For Customer Experience Professionals

    Report:Innovative Customer Experience Strategies

    Strategic Plan: The Customer Experience Maturity Playbook

    This report is an update to "Innovative Customer Experience Strategies" originally published on August 22, 2011. It outlines the strategic plan for customer experience professionals planning to...

    • Downloads: 2726
  • For Customer Experience Professionals

    Report:How To Build A Customer-Centric Culture

    The Tools And Practices Behind Great Cultures

    A customer-centric culture is a system of shared values and behaviors that focus employees on delivering great customer experiences. Customer experience (CX) leaders can use three tools to craft a...

    • Downloads: 2011
  • For Customer Experience Professionals

    Report:Beyond CRM: Manage Customer Experiences

    Adopt An Outside-In Approach To Shift The CRM Mindset

    Well-intentioned customer relationship management (CRM) efforts that focus on internal processes and objectives have largely failed to serve the most important stakeholder: the customer. Customer...

    • Downloads: 1828
  • For Customer Experience Professionals

    Report:Customer Experience Strategy Best Practices

    Firms struggle when their customer experience strategy lacks critical details and fails to provide clear direction. The result: inconsistent execution and wasted effort. To orchestrate a consistent...

    • Downloads: 1648
  • For Customer Experience Professionals

    Report:Three Organizational Models For Chief Customer Officers

    Organization: The Customer Experience Maturity Playbook

    This report outlines common models of organization used by customer experience professionals seeking to act and transform their company into an experience-driven organization. To update our research...

    • Downloads: 1377
  • For Customer Experience Professionals

    Report:Drive Differentiation With Your Ecosystem

    Executive Overview: The Customer Experience Ecosystem Playbook

    To deliver great customer experiences, firms must align a complex interdependent ecosystem of employees, partners, policies, processes, and technologies. Forrester calls this the "customer experience...

    • Downloads: 866
  • For Customer Experience Professionals

    Report:Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In

    A Panel Discussion At The 2010 Customer Experience Forum

    Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites...

    • Downloads: 1122
  • For Customer Experience Professionals

    Report:Reinvent Customer Experience

    Road Map: The Customer Experience Ecosystem Playbook

    Nearly 75% of customer experience leaders say their firms' goal is to differentiate on the basis of customer experience. Despite that aspiration, only 3% of companies succeed in delivering an...

    • Downloads: 1080
  • For Customer Experience Professionals

    Report:How B2B Firms Improve Customer And Partner Experience

    Business-to-business (B2B) firms have largely ignored customer experience — and it shows. Three separate studies that Forrester Research conducted over the past year indicate that B2B customers...

    • Downloads: 1081
  • For Customer Experience Professionals

    Report:How Companies Improve Their Customer Experience Index Scores

    Decision-makers at firms with low Customer Experience Index (CxPi) scores are more likely to say that they have insufficient budgets and lack executive support as well as less likely to say that they...

    • Downloads: 980
  • For Customer Experience Professionals

    Report:The Rise Of The Chief Customer Officer

    Forrester studied more than 100 executives in charge of enterprisewide customer experience to create a composite profile that includes their titles, tenure in the job, backgrounds, and where they...

    • Downloads: 992
  • For Customer Experience Professionals

    Report:The Chief Customer Officer's First 90 Days

    Increasingly, companies appoint a chief customer officer (CCO) to lead the company in orchestrating a differentiated customer experience. But these senior executives must often navigate uncharted...

    • Downloads: 922
  • For Customer Experience Professionals

    Report:Adapt Business Process Improvement For Customer Experience

    Continuous Improvement: The Customer Experience Ecosystem Playbook

    Firms that seek to differentiate based on customer experience must transform the way their companies operate. Customer experience professionals have the tools required to guide this transformation,...

    • Downloads: 847
  • For Customer Experience Professionals

    Report:How Chief Customer Officers Orchestrate Experiences

    Organization: The Customer Experience Ecosystem Playbook

    Forrester collected and analyzed data about chief customer officers (CCOs) to understand who they are, where they came from, what companies appoint them, and what they do for their firms. This year,...

    • Downloads: 748
  • For Customer Experience Professionals

    Report:Conversations With Chief Customer Officers: USAA's Wayne Peacock

    Wayne Peacock was appointed USAA's executive vice president, member experience, in January 2010. Forrester interviewed Wayne as part of an ongoing series to understand the role of a new type of...

    • Downloads: 728
  • For Customer Experience Professionals

    Report:How Customer Experience Change Agents Transform Culture

    Building A Customer-Centric Culture

    Changing from a product-centric company to a customer-centric company requires a cultural transformation. This is no small task. That's because transformation involves changing the beliefs and...

    • Downloads: 569
  • For Customer Experience Professionals

    Report:How Three B2B Firms Measure Customer Experience

    Customer experience leaders in business-to-business (B2B) firms need a measurement program that tells them how good their customers' experiences are today, provides guidance on how to improve those...

    • Downloads: 511
  • For Customer Experience Professionals

    Report:Five Steps To Create And Sustain A Customer-Centric Culture

    Transforming cultures to be customer-centric is one of the toughest challenges that customer experience professionals face. That's because changing the culture of an organization requires the...

    • Downloads: 489
  • For Customer Experience Professionals

    Report:Five Tools To Close Customer Experience Strategy Gaps

    In today's age of the customer, firms need to build customer experience into the overall company strategy — rather than bolting it on as an afterthought. To align employees and partners,...

    • Downloads: 384
  • For Customer Experience Professionals

    Report:Conversations With Chief Customer Officers: KeyBank's Trina Evans

    Trina Evans was appointed as KeyBank's executive vice president (EVP) and director of client experience in April 2010. Forrester interviewed Trina as part of an ongoing series to understand the role...

    • Downloads: 398
  • For Customer Experience Professionals

    Report:Customer Experience Strategy: Build It In; Don't Bolt It On

    It's the age of the customer, where a shift in competitive forces makes old approaches to strategy obsolete. To adapt, firms need to build customer experience into the overall company strategy...

    • Downloads: 392
  • For Customer Experience Professionals

    Report:Engage B2B Partners To Deliver Unified Customer Experiences

    Firms must actively engage third-party partners to deliver a unified customer experience. That's because these partners sometimes act as the face of a company in the form of dealerships, resellers,...

    • Downloads: 322
  • For Customer Experience Professionals

    Report:Chief Customer Officer Snapshot, 2014

    Chief customer officers (CCOs) have the deep understanding of customer needs and the strong operational skills needed to help companies evolve in the age of the customer. Every year, Forrester...

    • Downloads: 286
  • For Customer Experience Professionals

    Report:Conversations With Customer Experience Leaders: Maersk Line's Jesper Engelbrecht Thomsen

    In 2009, Maersk Line asked Jesper Engelbrecht Thomsen, vice president of customer service, to take on the role of improving customer experience enterprisewide. Faced with increasing competition and...

    • Downloads: 308