Speaker Biography

Moira Dorsey

Vice President, Practice Leader - Customer Experience

Sessions Featuring This Speaker

Forrester's Customer Experience Forum 2012 East

06/26/2012

  • 08:30 AM - 08:45 AM

    Welcome And Setting The Stage

  • 11:40 AM - 11:45 AM

    Closing Remarks

  • 05:35 PM - 05:45 PM

    Day One Closing Remarks

  • 01:00 PM - 01:45 PM

    How Business Technology Supports — Or Undermines — Customer Experience

    Behind every customer experience there's a set of technology systems that can cause that experience to succeed — or fail miserably. In this session, we'll hear firsthand stories of how Customer Experience Professionals and their technology partners have evolved their infrastructure to support the goal of greater customer centricity.

    • Which technologies have the biggest effect on the ability to deliver great customer experience?
    • How can you balance technology concerns with customer needs and expectations?
    • How can you structure technology change so that it's both successful and manageable over a long period of time?

Research Focus

Moira serves Customer Experience Professionals. She leads a research and advisor team that helps clients design and deliver experiences that match customer expectations and drive profits. As a Forrester analyst in the past, Moira specialized in customer experience within and across digital touchpoints. Moira has worked for Forrester since 1999 in various research and management positions — most within the Customer Experience practice.

Previous Work Experience

Since joining Forrester in 1999, Moira has covered a variety of subjects to help clients improve customer experience as a means to drive business results. Until becoming the practice leader for Customer Experience, Moira led a research team focused on subjects such as the user experience within and across digital touchpoints, how to model the return on investment from customer experience projects, and voice of the customer programs. Moira's direct research coverage included the future of digital customer experiences, design persona development, multi-touchpoint experiences, and user experience reviews. From 2003 to 2008 she oversaw Forrester's review methodologies and related training courses for websites, phone self-service systems, email, and cross-channel experiences.

Moira has keynoted and hosted at many events, including Forrester's Customer Experience Forum, Forum for Marketing and Strategy Professionals EMEA, and Infrastructure & Operations and Security & Risk Forum.

Prior to joining the Customer Experience team, Moira evaluated retail and financial sites for Forrester's PowerRankings research. Moira began her career at Forrester in 1999 as a research associate in Forrester's consumer technology research group.

Education

Moira is a magna cum laude graduate of Wellesley College. Before attending Wellesley, Moira was a professional ballet dancer. She received critical acclaim from The New York Times for her performances in principal roles in ballets such as "Giselle" and "Coppelia."