Forrester Research : Analyst : Moira Dorsey - Forrester.com
Forrester Research : Analyst : Moira Dorsey - Forrester.com
Forrester Research : Analyst : Moira Dorsey - Forrester.com
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
<strong>Moira</strong> <strong>Dorsey</strong><br />
Advanced<br />
VICE PRESIDENT, PRACTICE LEADER - CUSTOMER EXPERIENCE SERVING CUSTOMER EXPERIENCE PROFESSIONALS<br />
Find <strong>Moira</strong> on: Blog: Customer Experience Blog<br />
<strong>Moira</strong> serves Customer Experience Professionals. She leads a research team that covers topics ranging from voice of the<br />
customer programs to modeling the return on investment from customer experience projects. <strong>Moira</strong>'s personal coverage areas<br />
include the future of online customer experiences, persona development, multichannel experiences, and user experience<br />
reviews.<br />
Previous Work Experience<br />
Prior to joining the customer experience team, <strong>Moira</strong> evaluated retail and financial sites for <strong>Forrester</strong>'s PowerRankings<br />
research. <strong>Moira</strong> began her career at <strong>Forrester</strong> in 1999 as a research associate in <strong>Forrester</strong>'s consumer technology research<br />
group.<br />
Education<br />
<strong>Moira</strong> is a magna cum laude graduate of Wellesley College. Before attending Wellesley, <strong>Moira</strong> was a professional ballet<br />
dancer. She received critical acclaim from The New York Times for her performances in principal roles in ballets such as<br />
"Giselle" and "Coppelia."<br />
RESEARCH COVERAGE:<br />
Cross Channel Strategies, Customer<br />
Experience Management,<br />
Multichannel Customer Experience,<br />
Personalization, Personas &<br />
Scenarios, Phone Self-Service, Web<br />
Design & Usability<br />
MOIRA DORSEY'S RESEARCH<br />
Most Recent Most Popular<br />
For Customer Experience Professionals<br />
REPORT: Case Study: Cisco Quad Gives Employees CARS Experiences<br />
<strong>Moira</strong> <strong>Dorsey</strong>October 13, 2011<br />
<strong>Forrester</strong> believes that next-generation digital experiences will be customized, aggregated, relevant, and social<br />
(CARS). Cisco Systems' Quad collaboration tool illustrates how CARS can be equall...<br />
Downloads: 110 Rating:<br />
For Customer Experience Professionals<br />
REPORT: Why Customer Experience? Why Now?<br />
<strong>Moira</strong> <strong>Dorsey</strong>, Kerry BodineOctober 04, 2011<br />
We've entered the age of the customer — an era where a focus on customers matters more than any other<br />
strategic imperative. Companies are waking up to the fact that customers' perceptions ...<br />
Downloads: 2280<br />
For Customer Experience Professionals<br />
REPORT: How To Build Online Experiences Of The Future<br />
<strong>Moira</strong> <strong>Dorsey</strong>January 18, 2011<br />
<strong>Forrester</strong> believes that four attributes will characterize the next phase of development of the web. Online<br />
experiences will be: customized by the end user, aggregated at the point of use, releva...<br />
Downloads: 1217<br />
©2011, <strong>Forrester</strong> <strong>Research</strong>, Inc. All rights reserved.<br />
RECENT MEDIA CITATIONS<br />
"Is Your Customer Experience<br />
Exceptional?"<br />
CMO.<strong>com</strong> October 23, 2012<br />
"Attention Office Depot Shoppers,<br />
Undercover CEO In Aisle 5"<br />
Fast Company July 06, 2012
For Customer Experience Professionals<br />
REPORT: The ROI Of Personas<br />
Vidya L. Drego, <strong>Moira</strong> <strong>Dorsey</strong>August 03, 2010<br />
Although spending for research and persona creation is strong among persona advocates, many firms still report<br />
difficulty convincing their organizations that personas are worth the seemingly lar...<br />
Downloads: 994 Rating:<br />
For Customer Experience Professionals<br />
REPORT: The Future Of Online Customer Experience<br />
<strong>Moira</strong> <strong>Dorsey</strong>January 28, 2010<br />
<strong>Forrester</strong> believes that four attributes will characterize the next phase of development of the Web. Online<br />
experiences will be: customized by the end user, aggregated at the point of use, releva...<br />
Downloads: 4173<br />
View all of <strong>Moira</strong> <strong>Dorsey</strong>'s <strong>Research</strong><br />
For Customer Experience Professionals<br />
REPORT: The Future Of Online Customer Experience<br />
<strong>Moira</strong> <strong>Dorsey</strong>January 28, 2010<br />
<strong>Forrester</strong> believes that four attributes will characterize the next phase of development of the Web. Online<br />
experiences will be: customized by the end user, aggregated at the point of use, releva...<br />
Downloads: 4173<br />
For Customer Experience Professionals<br />
REPORT: Topic Overview: Customer Experience In A Down Economy<br />
Harley Manning, <strong>Moira</strong> <strong>Dorsey</strong>December 12, 2008<br />
As markets around the world continue to decline, credit stays tight, and job cuts escalate, making the case for<br />
customer experience will be even more of a challenge. But firms can ensure that th...<br />
Downloads: 3150<br />
For Customer Experience Professionals<br />
REPORT: Why Customer Experience? Why Now?<br />
<strong>Moira</strong> <strong>Dorsey</strong>, Kerry BodineOctober 04, 2011<br />
We've entered the age of the customer — an era where a focus on customers matters more than any other<br />
strategic imperative. Companies are waking up to the fact that customers' perceptions ...<br />
Downloads: 2280<br />
For Customer Experience Professionals<br />
REPORT: How To Build Online Experiences Of The Future<br />
<strong>Moira</strong> <strong>Dorsey</strong>January 18, 2011<br />
<strong>Forrester</strong> believes that four attributes will characterize the next phase of development of the web. Online<br />
experiences will be: customized by the end user, aggregated at the point of use, releva...<br />
Downloads: 1217<br />
For Customer Experience Professionals<br />
REPORT: Best And Worst Of Personas, 2007<br />
<strong>Moira</strong> <strong>Dorsey</strong>July 19, 2007<br />
To gauge the current state of personas, <strong>Forrester</strong> applied its persona evaluation criteria to reference personas<br />
provided by 23 interactive agencies. Most of the personas showed significant room ...<br />
Downloads: 830<br />
View all of <strong>Moira</strong> <strong>Dorsey</strong>'s <strong>Research</strong><br />
CLIENTS WHO WORK WITH MOIRA DORSEY ALSO WORK WITH:<br />
©2011, <strong>Forrester</strong> <strong>Research</strong>, Inc. All rights reserved.
RON<br />
ROGOWSKI<br />
CUSTOMER<br />
EXPERIENCE<br />
View all related <strong>Analyst</strong>s<br />
ADELE<br />
SAGE<br />
CUSTOMER<br />
EXPERIENCE<br />
MEGAN<br />
BURNS<br />
CUSTOMER<br />
EXPERIENCE<br />
©2011, <strong>Forrester</strong> <strong>Research</strong>, Inc. All rights reserved.<br />
JOHN<br />
DALTON<br />
CUSTOMER<br />
EXPERIENCE<br />
JONATHAN<br />
BROWNE<br />
CUSTOMER<br />
EXPERIENCE<br />
KERRY<br />
BODINE<br />
CUSTOMER<br />
EXPERIENCE<br />
PAUL<br />
HAGEN<br />
CUSTOMER<br />
EXPERIENCE<br />
HARLEY<br />
MANNING<br />
CUSTOMER<br />
EXPERIENCE<br />
MAXIE<br />
SCHMIDT-<br />
SUBRAMANIAN<br />
CUSTOMER<br />
EXPERIENCE
Change language