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.
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: