Rise of the chief customer officer: customer experience in C-suite by Paul Hagen

Paul Hagen will talk about the rise of the chief customer officer: customer experience in the C-suite.

Nearly 7% of the S&P 500 have put an executive into the C-suite who is responsible for customer experience. Paul will talk about the emerging role of the chief customer officer or chief experience officer, who they are, the kinds of companies they're in, and how they get into their positions. I'll give an overview of the key activities that they're doing within their companies and give advice for those who aspire to the role.

Speaker's bio:

Paul Hagen is a principal analyst in Forrester’s Customer Experience practice. He leads Forrester’s research on customer experience strategy, culture, organizational design, and the emerging role of “chief customer officer” (CCO) or “chief experience officer.” Paul has advised CCOs and other executives at firms such as Audi, Duke Energy, Fidelity, FedEx, Penske Trucking, Caterpillar, United Health, Cigna and Dow Corning.

Paul previously held positions at Accenture, BBN Technologies, Teach For America and the U.S. Peace Corps. He has a master's degree from Harvard and an undergraduate degree from Stanford.

Please patronize Pasadena Convention Center Starbucks and get your coffee from them in the morning before the talk.

How to find Pasadena Convention Center Starbucks and Public Space:





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  • Steven B.

    1. Paul sent me his slides (and maybe others who attended). Is there a way to add them to this site? They're in a PDF file.

    2. I typed up notes of the presentation, and Paul said they looked fine. I also added links for people or groups he mentioned during his talk. How can I add my Word document? There appears to be a 1000-word limit for this comment box.

    September 5

  • Tom L

    Excellent presentation. Regarding utilities, they and cities are monopolies and didn't have to give good customer service.
    Now utilities have to deal with solar, etc., and companies are courted by cities to move. They will have to reconsider their poor customer service to keep the customers.

    1 · September 1

  • Terry S.

    Excellent speech, Paul! Especially liked the point of consumer surveys for gauging what the view from consumer is. Thank you.

    August 30

  • Terry S.

    Good as always.

    August 30

  • Terry S.

    Good as always.

    August 30

  • Matti S

    Really enjoyed the presentation! Thanks for setting this up.

    FYI - a few links I mentioned during the networking time which are of interest

    1) Drupal Camp LA / PHP mini-camp
    Sept[masked], at UCI, FREE community run event.

    Everyone interested is welcome to attend
    http://2014.drupalcampla.com/

    2) SCALE 13x, So Cal Linux Expo
    Feb[masked] at LAX Hilton. Expanded to 4 days!
    Largest volunteer run Open Source Tech conference in North America.
    Call for papers is open, and we are always looking for volunteers to make this a great community event. We have a kids track and are currently encouraging more women involved with open source tech to be involved.
    http://www.socallinuxexpo.org/scale13x

    Have a wonderful weekend! - Matti

    August 29

  • Steven B.

    Excellent. I took more notes than any presentation so far!

    1 · August 29

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