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Background
I was a VP in a major bank prior to starting ARC Strategy in 2001 (operates as Abbott Research + Consulting).

We have led significant front end change management and customer strategy projects, as well as extensive work in branding, customer insight and innovation.

My work has been with both consumers and B2B, and tends to involve more complex services and customer experience environments, such as financial services and technology. We have also done quite a bit of work with employees and employment branding.

In addition to an MBA from Ivey Business School, I have advanced designations including: Myers-Briggs, Certified Marketing Research Professional, Facilitating Creative Problem Solving, and more.

I've published two books:
- The Innovative Organization, 2006 (Schulich Executive Education)
- QualOnline The Essential Guide: What every researcher needs to know about conducting and moderating interviews via the web. 2014 (with Jennifer Dale, published by Paramount Books)

I've spoken extensively at industry conferences, and served two terms as an elected member of the board of the Qualitative Research Consultants Association, the international organization of qualitative researchers.

In 2013, I co-founded an international alliance of boutique consultancies, Think Global Qualitative. We support international businesses with customer insight and innovation projects across a very broad spectrum of industries and challenges.

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