Created 9/26/08
SUSAN E. ALDRICH is a Senior Vice President and Senior Consultant at the Patricia Seybold Group. Aldrich is a senior analyst for the firm’s Advisory Service. As leading authority on worldwide technologies, customer requirements, practices, and governance for findability, she manages the Search, Navigation, and Discovery… (more) Research Practice. Her research focuses on customer self-service, information management and technologies and practices for monitoring, measuring, and managing the Quality of Customer ExperienceSM (QCE). Aldrich’s experience includes commercial applications development, deployment, and implementation and operating systems development. She has provided information management, customer relationship, and distributed systems management consulting worldwide. (less)
product search,
findability,
and navigation,
selfservice and support search,
enterprise search,
site search,
quality of customer experience qce,
blidgets
