Speaker Biography

Paul Hagen

Principal Analyst

Sessions Featuring This Speaker

Forrester's Forum For Technology Management Leaders


  • 03:35 PM - 04:15 PM

    Architect Your Customer Experience

    Delivering an excellent customer experience — both B2C and B2B — isn't just about website and mobile app design. Customer experience permeates the intricate web of people, systems, processes, and information. Enterprise architects have a critical role to play. Paul will explain:

    • Why customer experience is rising to the top of your business’ agenda.
    • The techniques used to define customer experience strategies.
    • How to connect customer experience to business and information architecture.

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.