Susan Abbott is president of Abbott Research & Consulting, a specialist in customer insight and creative problem solving.
Prior to forming Abbott Research & Consulting in 2001, 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.
Her educational background includes an MBA from Ivey at University of Western Ontario, the Certified Marketing Research Professional (CRMP) designation, Myers-Briggs accreditation, and Creative Problem Solving training.
She was elected to the board of the Qualitative Research Consultants Association (QRCA) in 2009 and 2011, and is a frequent speaker on topics related to insights, innovation,and the customer experience.
In 2014, Susan co-authored with Jennifer Dale, Qual-Online: The Essential Guide. What every researcher needs to know about conducting and moderating interviews via the web
In 2007, she authored The Innovative Organization in partnership with Schulich School of Business.
Susan also publishes the Customer Crossroads blog.
Significant depth in financial services, banking, insurance and professional services. Also: software, publishing, major appliance retailing, real estate, office products, online services, employment branding, employee experience and others.
Very experienced with online qualitative e.g. bulletin boards, web meetings, video. Skilled facilitator of customer co-creation sessions, executive roundtables and innovation workshops. Also Appreciative Inquiry, projective techniques, and many creative ideation methods.
What is Customer Insight? An interview with David Bain at Digital Marketing Radio, Feb. 3, 2015
Qual-Online: The Essential Guide. What every researcher needs to know about conducting and moderating interviews via the web. By Jennifer Dale and Susan Abbott, October 2014