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.


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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11 results in Reports

  • Paul Hagen
  • Customer Experience Management
  • Past 18 months
  • 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: 377
  • 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: 386
  • 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: 479
  • 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: 507
  • 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: 2001
  • 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: 284
  • For Customer Experience Professionals

    Report:Quick Take: Rackspace Promotes Its Chief Customer Officer To President

    Rackspace, a provider of hybrid cloud services that earned approximately $1.5 billion in 2013, promoted its chief customer officer (CCO) to president. This move exemplifies the kind of change firms...

    • Downloads: 71
  • For Customer Experience Professionals

    Report:Quick Take: JetBlue Scores With Its In-Flight Super Bowl Experience

    While other major airlines focused on advertising activities related to the Super Bowl, JetBlue Airways focused on actually doing something that customers cared about: helping them enjoy the game...

    • Downloads: 69
  • 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: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: 863
  • 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: 743