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.

Paul Hagen's Research

  • 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 su...

    • Downloads: 170
  • 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 th...

    • Downloads: 307
    • Rating:
  • For Customer Experience Professionals

    Report: How To Build A Customer-Centric Culture

    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...

    • Downloads: 1814
    • Comments: 1
    • Rating:
  • 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 c...

    • Downloads: 212
  • 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 fi...

    • Downloads: 58
  • 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 enterpr...

    • Downloads: 2877
  • For Customer Experience Professionals

    Report: Innovative Customer Experience Strategies

    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: 2645
    • Comments: 1
    • Rating:
  • For Customer Experience Professionals

    Report: How To Build A Customer-Centric Culture

    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...

    • Downloads: 1814
    • Comments: 1
    • Rating:
  • For Customer Experience Professionals

    Report: Beyond CRM: Manage Customer Experiences

    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. Custome...

    • Downloads: 1801
    • Rating:
  • 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 consist...

    • Downloads: 1611
    • Rating:
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