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Posts by Duff Anderson

Duff Anderson


Duff Anderson is a visionary in digital Voice of the Customer research with over 20+ years’ experience. As SVP and Co-founder at iperceptions, Duff is responsible for providing expert advice to organizations on how to gain a competitive advantage across the digital customer lifecycle and become more customer-centric.

Omni-channel vs. Multi-channel: What’s the Difference?

As customers, we’ve reached a stage where we now expect to be able to interact with our favorite brands wherever, whenever and however it best suits us. 

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Apr 19, 2018

By 

Duff Anderson

Adobe Summit Recap - Make Experience Your Business

This year, my Adobe Summit experience started off a little differently. I went hiking.

With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least (Check out my Twitter account to see some photos). But beyond getting some physical...

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Mar 28, 2018

By 

Duff Anderson

Why Your Voice of the Customer Data Isn't Actionable (and What to Do About It)

Everyone is well aware of the value that customer feedback can bring to your organization. Unfortunately, many companies fall into traps that prevent them from being able to get the most value out of this feedback.  

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Feb 14, 2018

By 

Duff Anderson

4 Customer Experience Quotes To Help You Become A Better CX Professional

It’s safe to say that the Customer Experience (CX) is now being discussed more than ever before.

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Apr 6, 2018

By 

Duff Anderson

What You Need To Know About The Omni-Channel Customer Experience

I recently had the privilege to attend an NHL game. It was a magical experience watching the speed, power and precision of the world’s best hockey players.

But one aspect of the experience particularly struck me – the seamless, interactive and interconnected process of purchasing the tickets all...

Read More

Mar 22, 2018

By 

Duff Anderson

The 4 Most Important Customer Experience Metrics

Customer experience measurement has reached mainstream acceptance. But one of the most hotly-debated questions when discussing customer experience measurement remains: “What Customer Experience metrics should I measure?”.

Read More

Feb 7, 2018

By 

Duff Anderson

Omni-channel vs. Multi-channel: What’s the Difference?

As customers, we’ve reached a stage where we now expect to be able to interact with our favorite brands wherever, whenever and however it best suits us. 

Read More

Apr 19, 2018

By 

Duff Anderson

4 Customer Experience Quotes To Help You Become A Better CX Professional

It’s safe to say that the Customer Experience (CX) is now being discussed more than ever before.

Read More

Apr 6, 2018

By 

Duff Anderson

Adobe Summit Recap - Make Experience Your Business

This year, my Adobe Summit experience started off a little differently. I went hiking.

With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least (Check out my Twitter account to see some photos). But beyond getting some physical...

Read More

Mar 28, 2018

By 

Duff Anderson

What You Need To Know About The Omni-Channel Customer Experience

I recently had the privilege to attend an NHL game. It was a magical experience watching the speed, power and precision of the world’s best hockey players.

But one aspect of the experience particularly struck me – the seamless, interactive and interconnected process of purchasing the tickets all...

Read More

Mar 22, 2018

By 

Duff Anderson

Why Your Voice of the Customer Data Isn't Actionable (and What to Do About It)

Everyone is well aware of the value that customer feedback can bring to your organization. Unfortunately, many companies fall into traps that prevent them from being able to get the most value out of this feedback.  

Read More

Feb 14, 2018

By 

Duff Anderson

The 4 Most Important Customer Experience Metrics

Customer experience measurement has reached mainstream acceptance. But one of the most hotly-debated questions when discussing customer experience measurement remains: “What Customer Experience metrics should I measure?”.

Read More

Feb 7, 2018

By 

Duff Anderson

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