Susan Abbott

Susan Abbott is a qualitative researcher, facilitator and consultant specializing in customer experience. She helps organizations discover insights, design innovative solutions, and deliver results. Prior to starting Abbott Research + Consulting, Susan was a vice-president of TD Bank Financial Group, one of North America's leading banks. She has an MBA from Ivey Business School, holds the CMRP research designation, and is on the board of the Qualitative Research Consultants Association (QRCA). She speaks and writes frequently on topics related to insight and innovation, publishes the CustomerCrossroads [www.customercrossroads.com] blog, and is author of The Innovative Organization, published by Schulich School of Business. Her preferred transportation when the weather is good is a Dragon Red Vespa 150S. She can be reached at [email protected].