Moira Dorsey
Author Bio
Moira Dorsey is an XM Catalyst at the Qualtrics XM Institute. During her 20 years as an experience management researcher, advisor, and speaker, Moira 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 drive growth.
Prior to joining the XM Institute, Moira was a VP at Forrester Research where she built a track record of delivering business results with a pragmatic, customer-centric approach. As head of Forrester’s customer experience research and advisory practice, she developed high-performance teams and led the CX product portfolio to double-digit growth. During her tenure at Forrester Moira also led Forrester’s first client experience improvement program, authored and edited more than 100 reports on topics like the future of customer experience, measurement best practices, and the roles emerging technologies play in shaping consumer behaviors. Moira’s 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.
Articles attributed to Moira Dorsey
Closing the experience gap with journey metrics
Journeys are an essential lens for Experience Management (XM) professionals to understand what customers or employees experience when they are trying to accomplish goals with an organization. Journeys...
By Moira Dorsey, Talia Quaadgras
Announcing the Updated XM Fundamentals Certification
As organizations continue to adopt Experience Management (XM), it’s important for an increasing number of leaders and employees to understand the key principles of XM. Three years ago, we introduced...
By Moira Dorsey
2023: Year in Review (From XM Institute Faculty)
Throughout the previous year, XM Institute faculty have had the opportunity to research and observe the trends, best practices, successes, and struggles of organizations around the world. Based on thi...
By Moira Dorsey
2022 U.S. Well-Being Fluctuates Across Age, Gender, and Ethnicity
XM Institute has been tracking the sentiment of U.S. consumers as part of our ongoing consumer studies for more than a decade. To understand the overall quality of life of the U.S. population, we crea...
By Moira Dorsey, Talia Quaadgras
Accelerate B2B CX Programs with Robust Governance, Listening Portfolios, and Engaged Employees
While building a successful, sustainable customer experience (CX) program is never easy, business-to-business (B2B) firms must contend with unique environmental complexities – such as multiple custo...
By Isabelle Zdatny, Moira Dorsey
2022 U.S. Net Promoter Score Drops from 2021 Recovery
Qualtrics XM Institute tracks Net Promoter Scores (NPS) in the U.S. across almost two dozen industries each year. We examined this year’s scores and compared them to last year’s. This year’s dat...
By Moira Dorsey, Talia Quaadgras
Bad Customer Experience Puts $4.7 Trillion in Global Consumer Sales at Risk
In a recent global study of nearly 18,000 people across 18 countries, Qualtrics XM Institute examined how consumers respond to a bad experience. We thought it would be interesting to translate that re...
By Bruce Temkin, Moira Dorsey
How to Find and Fight Bias in Your X-Data
Whether managing teams, measuring performance, evaluating opportunities, or deciding where to expand, identifying and tracking the right metrics is an essential part of an Experience Management (XM) p...
By Luke Williams, Moira Dorsey
Using Journey Maps to Define Listening Posts
Journey maps are a representation of the steps and emotional states that a person goes through to accomplish a specific goal. Because this tool allows you to map out and connect the most important jo...
By Leonie Brown, Moira Dorsey
Applying the Four P’s of XM Insights in the Current Environment
The way we live has changed due to COVID-19. As a result, organizations face the dual challenge of meeting dramatically different customer, employee, and partner needs while operating in a new economi...
By Moira Dorsey