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.


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."

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3 results in Reports

  • Moira Dorsey
  • Technology Product Strategies
  • For Customer Experience Professionals

    Report:How To Build Online Experiences Of The Future

    Best Practices From Firms That Created Experiences With CARS Attributes

    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, relevant to...

    • Downloads: 1294
  • For Customer Experience Professionals

    Report:Best And Worst Of Cross-Channel Design, 2007

    Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

    Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest credit card issuers, consumer electronics retailers, PC manufacturers, and wireless...

    • Downloads: 596
  • For Customer Experience Professionals

    Report:How To Design The Right Channel Mix

    Leverage Channel Strengths Based On User Behaviors And Business Goals

    Customer experience professionals have a wide array of customer interaction touchpoints at their disposal. With so many options, how can they choose the best combination that drives customer...

    • Downloads: 414