West Monroe Partners, a full-service North American business and technology consultancy, today announced that Paul Hagen has joined the firm as head of customer experience and innovation strategy, based in Los Angeles. He has more than 20 years of experience in market research, technology and digital strategy and project management. Paul Hagen adapts human-centered design techniques to help companies innovate, operationalize, and scale efforts that deliver new customer value and experiences.
“Paul Hagen has an exemplary track record of designing and executing on cutting edge customer experience projects. His research and analysis set the standard in the marketplace and we are happy to add his talent to our nationwide practice,” said Kyle Hutchins, Director of West Monroe Partners Customer Experience practice.
“Paul’s leadership and in depth knowledge of the Customer Experience landscape will provide an incredibly unique skill set and valuable insights for our Los Angeles clients as well as clients across the country,” said Ken Siegman, Senior Director of West Monroe’s Los Angeles Office.
Paul joined West Monroe Partners from Forrester Research’s Customer Experience practice, where he led research on customer experience strategy, culture, organizational design, and the emerging role of “chief customer officer” (CCO) or “chief experience officer.” He provided strategic consulting and advice to CCOs and other C-suite executives of $1B+ firms globally.
Previously, he built a profitable consulting practice, Kairos Strategies, which provided business planning and online marketing strategy to small and medium-sized businesses and the non-profit sector. Paul has also held positions with Accenture, BBN Technologies, Teach For America, and the U.S. Peace Corps.
“Having advised Chief Customer Officers and other customer experience leaders for the past 5 years, I’ve seen firsthand the challenges they have scaling efforts across the firm,” said Hagan. “I’m excited about working with West Monroe Partners because they understand how to operationalize customer experience behind-the-scenes by embedding human-centered design deep into the culture, business processes and technology where the day-to-day magic happens.”