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Moira Dorsey

Vice President, Practice Leader - Customer Experience serving Customer Experience PROFESSIONALS

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."

Research Coverage:

Cross Channel Strategies, Customer Experience Management, Multichannel Customer Experience, Personalization, Personas & Scenarios, Phone Self-Service, Web Design & Usability

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