Susan Aldrich works with retailers, distributors, manufacturers and other companies in high tech. Her specialty is understanding, implementing and improving the Quality of Customer Experience, with a focus on cross-channel, cross-lifecycle customer experience. Susan is also a senior analyst for the firm's Advisory Research Service, managing the Search, Navigation, and Discovery Research Practice, with a focus on customer self-service, information management and technologies and practices for monitoring, measuring, and managing the quality of experience. She holds a BA from Wellesley College.