Global Business Model Transformation Leader
Susan is a principal with Deloitte Consulting LLP and leader of the Global Business Model Transformation practice. With more than 20 years of consulting experience, she specializes in leading organizations through complex restructuring of their back office service delivery models and has a deep expertise in shared services. Susan also leads the creation of industry leading research that is used around the globe by her clients and the industry.
Understanding loyalty with today's customer: Why customers stay put in sub-optimal business relationships