Ms. Dorsey Verified

As a senior analyst on Forrester's Customer Experience team, Moira Dorsey focuses on design best practices that deliver better customer experiences and better business results via phone self-service and the Web.[CR-LF][CR-LF]Ms. Dorsey is the lead analyst in the area of user experience of phone self-service systems. In conjunction with other Customer Experience analysts, she created Forrester's current review methodology for phone self-service systems. She is also a member of the core analyst team responsible for the development of the Forrester Web Site Review methodology.[CR-LF][CR-LF]Before becoming an analyst, Ms. Dorsey was a senior research associate in Forrester's Customer Experience group. In this role, she contributed to research on a range of topics, including how to evaluate cross-channel customer experiences, enterprise application usability, usability testing, Web analytics, and design personas. Ms. Dorsey also conducted Web Site Reviews and contributed to the development of Forrester's third-generation site review methodology. Prior to joining the Customer Experience team, she evaluated retail and financial sites for Forrester's PowerRankings research.[CR-LF][CR-LF]Ms. Dorsey is a magna cum laude graduate of Wellesley College. Before attending Wellesley, Ms. Dorsey 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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