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.