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Posts by Duff Anderson

Duff Anderson


Duff Anderson is a visionary in 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 customer lifecycle and improve the customer experience.

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.  

Read More

Feb 14, 2018

By 

Duff Anderson

Top 7 Customer Experience Trends and Predictions for 2018

Editor's note: This post looks at Customer Experience trends and predictions for 2018. Make sure to check out our Top 5 Customer Experience Trends to Look For in 2019

2018 is already upon us, and as with every new year, we’re greeted with fresh new challenges, and a slew of new approaches to...

Read More

Jan 17, 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

CX Metrics Series: Net Promoter Score

This is the fifth blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand the visitors’ digital experience. In this post, we look at a key CX metric that gauges visitors’ likelihood to recommend your...

Read More

Dec 14, 2017

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

Top 7 Customer Experience Trends and Predictions for 2018

Editor's note: This post looks at Customer Experience trends and predictions for 2018. Make sure to check out our Top 5 Customer Experience Trends to Look For in 2019

2018 is already upon us, and as with every new year, we’re greeted with fresh new challenges, and a slew of new approaches to...

Read More

Jan 17, 2018

By 

Duff Anderson

CX Metrics Series: Net Promoter Score

This is the fifth blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand the visitors’ digital experience. In this post, we look at a key CX metric that gauges visitors’ likelihood to recommend your...

Read More

Dec 14, 2017

By 

Duff Anderson

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