Paul Hagen is a senior principal with West Monroe Partners in San Francisco where he heads the firm’s customer experience and innovation strategy. He is an experienced strategy, customer experience, and marketing professional with over 25 years of market research, human-centered design, technology and digital strategy, facilitation and project management experience and a track record for creating solutions that enable business goals through innovative technology and systems.
Paul Hagen adapts human-centered design techniques to help companies innovate, operationalize, and scale efforts that deliver new customer value and experiences. A seasoned business leader with extensive experience in leading technologies, Paul is able to clarify and summarize complex emerging technology concepts into business cases helps organizations understand opportunities and gain support for change.
In addition to being a trusted strategic advisor, Paul also is a skilled project and program manager with significant experience managing highly technical staff. He has a strong track record for collaborating effectively with people at all levels across organizations, including C-suite, sales, marketing, operations, and technical team members.
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.
Paul earned a Bachelor’s degree from Stanford University and a Master’s degree from Harvard University. He has lived, worked, or studied in China, Argentina, France, Austria, the Netherlands, Costa Rica, Malawi and Israel.