Paul HagenPrincipal Analyst
Business Strategy For Customer Experience, Customer Experience, Customer Experience Management, Organization & Culture For Customer Experience
Paul serves Customer Experience Professionals who are working on enterprisewide efforts that cross channels and business segments. His research focuses on defining a customer experience strategy (B2C and B2B), building organizational culture, and appointing a chief customer officer. Secondary areas of research include CRM, voice of the customer, and customer experience measurement.
Paul returns to Forrester after eight years of running his own consulting business, which provided business, marketing, environmental sustainability, and technology planning services to executives at a broad range of organizations. Formerly at Forrester for five years, Paul led research efforts on customer relationship management, personalization, customer experience, self-service tools, search and intelligent agents, online education, and knowledge management strategies.
Prior to his first stint at Forrester, Paul was the strategy and marketing manager at Accenture, where he helped launch and market one of the early software-as-a-service offerings. He has also worked as a business development manager at BBN Technologies. Paul has a soft spot for education, having worked as a high school math teacher in Malawi with the Peace Corps and as the national placement director for Teach For America in its startup years.
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.
The Chief Customer Officer (CCO), 2012 January 20, 2012 (Rating: 10) BookmarkPDF
Conversations With Chief Customer Officers: Rosetta Stone's Jay Topper November 15, 2011 (Rating: 7) BookmarkPDF
Customer Experience Strategy Best Practices October 25, 2011 (Rating: 8) BookmarkPDF
Innovative Customer Experience Strategies August 22, 2011 (Rating: 10) BookmarkPDF
Conversations With Chief Customer Officers: KeyBank's Trina Evans June 03, 2011 (Rating: 7) BookmarkPDF
Building A Customer-Centric Culture: Change Agent Programs May 2012 Receive an alert when this document is published: email RSS
How B2B Companies Improve Their Customer And Partner Experience April 2012 Receive an alert when this document is published: email RSS
Building A Global Customer-Centric Culture July 2012 Receive an alert when this document is published: email RSS
Assessing Your Customer-Centric Culture June 2012 Receive an alert when this document is published: email RSS
Top Trends In Technology Infrastructure That Customer Experience Leaders Should Know About November 2012 Receive an alert when this document is published: email RSS
Paul has a strong interest in clean technology and environmental sustainability. In his free time, he enjoys playing soccer, playing guitar or piano, and traveling.
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