Moira Dorsey

XM Catalyst, XM Institute at Qualtrics
Moira Dorsey is a customer experience advisor, speaker, and coach who helps executives develop customer-centric strategies that drive growth. Drawing on over 18 years of research and experience advising executives at Fortune 500 companies, Moira knows what drives effective customer experience improvement and transformation efforts. She has coached scores of leaders on how to find the sweet spot where customer needs, employee experience, business goals, and operations combine to produce great experiences that boost profits. While at Forrester, Moira built a track record of delivering business results with a pragmatic, customer-centric approach. She led the firm’s first customer experience improvement program, delivering significant improvement in key performance measures. As head of Forrester’s customer experience research and advisory practice, Moira designed and built high-performance teams to lead the customer experience product portfolio to double-digit growth. She also authored and edited more than 100 reports during her tenure at Forrester on topics such as the future of customer experience, measurement best practices, and the roles emerging technologies play in shaping consumer behaviors. Her reports were among the top- read by clients. A frequent speaker, she has also hosted, planned and developed dozens of events. Moira holds a BA in Political Science from Wellesley College. She lives with her partner and son in New York City.


Employee Journey Mapping and Its Impact on the Business

November 22 , 11:00 am – 11:50 am

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