Clients value Susan’s creative thinking, multi-disciplinary background and executive business perspective. Susan is a skilled facilitator and moderator, and readily builds rapport across diverse audiences. 

She recently authored the book, The Innovative Organization, the product of a two year research study conducted in partnership with Schulich School of Business. Susan publishes weekly on customer experience topics on the Customer Crossroads blog.

Prior to forming Abbott Research & Consulting, Susan led the marketing-research practice at a consulting firm focusing on technology utilization in the financial services industry. She is also a former Vice-President of the TD Bank Financial Group, one of North America’s leading financial services firms, where she held diverse general management positions.

Susan is a frequent speaker at marketing and research conferences, where she speaks on topics related to designing the customer experience, gathering customer insights for innovation, the role of qualitative research, creative methods, and related topics.

Facilitiation work for clients often involves a customer immersion element or creative homework exercises that help bring the customer/consumer "in the room". These projects can also include customer/consumer panels to further stimulate the thinking of workshop participants.

Susan is a member of Association for Psychological Type, Marketing Research Intelligence Association, Qualitative Research Consultant's Association (Chair of Canada Chapter) and Canadian Association of Professional Speakers.