Forrester Research

Analyst's Photo	Name and Title	Contact information
	Moira Dorsey Vice President, Research Director

Research Coverage

Cross-Channel Design Strategies, Multichannel Customer Experience, Web Site Design, Personas, Phone Self-Service, Channel Design Strategies, Design & Usability Processes, Customer Experience

Research Focus

Moira serves Customer Experience professionals. She helps them use tools like personas to improve customer experience and related business results. She focuses on experiences that take place both within and across channels such as the Web and IVR. Moira has been instrumental in the development of many of Forrester's customer experience evaluation methodologies and training courses.
Her research coverage includes business-centric design methodologies, Web site design, multichannel design, persona development, Web site reviews, and cross-channel reviews. She created Forrester's current review methodology for phone self-service systems and is a key contributor to the development of the Forrester Web Site Review and Cross-Channel Review methodologies.

Previous Work Experience

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."