Moira Dorsey, VP Research Director at Forrester discusses future online customer experiences

Moira Dorsey, Vice President, Research Director at Forrester shares key insights into her research of online customer experience. Moira's research focuses on Channel Design Strategies, Cross-Channel Design Strategies, Customer Experience, Design & Usability Processes, Multichannel Customer Experience, Personas, Phone Self-Service and Web Site Design. Moira serves Customer Experience professionals. She leads a research team that covers topics ranging from voice of the customer programs to modeling the return on investment from customer experience projects. Moira's personal coverage areas include the future of online customer experiences, persona development, multichannel experiences, and user experience reviews. 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. 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."