Speaker Biography

Paul Hagen

Principal Analyst

Sessions Featuring This Speaker

Forrester's Forum For Customer Experience Professionals East


  • 01:30 PM - 02:15 PM

    Close The Customer Experience Strategy Gap

    Face it: Without a defined customer experience strategy, firms have no chance of moving beyond mere find-and-fix, reactive programs. Even so, only a minority of companies have a defined CX strategy. Worse still, brand and corporate strategies rarely inform, or are informed by, CX efforts. In this session, Paul will explore:

    • The realities and consequences of the disconnect between CX and corporate strategy.
    • How customer experience can inform corporate and brand strategy.
    • The role CX strategy plays on the path to business transformation.

Research Focus

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.