Moira Dorsey

VP, Group Director serving Customer Experience PROFESSIONALS

Moira serves Customer Experience Professionals and Chief Marketing Officers. She leads research and advisory teams that help 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 group director for the Customer Experience and CMO teams, 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, multitouchpoint 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 & 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."

Moira Dorsey's Research

  • For Customer Experience Professionals

    Report: Why Customer Experience, Why Now?

    This report is an update to "Why Customer Experience? Why Now?" originally published on October 4, 2011. We've entered the age of the customer — an era where a focus on customers matters m...

    • Downloads: 3459
  • For Customer Experience Professionals

    Report: Case Study: Cisco Quad Gives Employees CARS Experiences

    Forrester believes that next-generation digital experiences will be customized, aggregated, relevant, and social (CARS). Cisco Systems' Quad collaboration tool illustrates how CARS can be equall...

    • Downloads: 148
  • For Customer Experience Professionals

    Report: How To Build Online Experiences Of The Future

    Forrester believes that four attributes will characterize the next phase of development of the web. Online experiences will be: customized by the end user, aggregated at the point of use, releva...

    • Downloads: 1283
  • For Customer Experience Professionals

    Report: The ROI Of Personas

    Although spending for research and persona creation is strong among persona advocates, many firms still report difficulty convincing their organizations that personas are worth the seemingly lar...

    • Downloads: 1142
  • For Customer Experience Professionals

    Report: The Future Of Online Customer Experience

    Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, releva...

    • Downloads: 4324
  • For Customer Experience Professionals

    Report: The Future Of Online Customer Experience

    Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, releva...

    • Downloads: 4324
  • For Customer Experience Professionals

    Report: Why Customer Experience, Why Now?

    This report is an update to "Why Customer Experience? Why Now?" originally published on October 4, 2011. We've entered the age of the customer — an era where a focus on customers matters m...

    • Downloads: 3459
  • For Customer Experience Professionals

    Report: Topic Overview: Customer Experience In A Down Economy

    As markets around the world continue to decline, credit stays tight, and job cuts escalate, making the case for customer experience will be even more of a challenge. But firms can ensure that th...

    • Downloads: 3166
  • For Customer Experience Professionals

    Report: How To Build Online Experiences Of The Future

    Forrester believes that four attributes will characterize the next phase of development of the web. Online experiences will be: customized by the end user, aggregated at the point of use, releva...

    • Downloads: 1283
  • For Customer Experience Professionals

    Report: The ROI Of Personas

    Although spending for research and persona creation is strong among persona advocates, many firms still report difficulty convincing their organizations that personas are worth the seemingly lar...

    • Downloads: 1142
View all of Moira Dorsey's Research

Clients who work with Moira Dorsey also work with: