Duff Anderson

3 Key Takeaways from NGPX 2018

What a week it was at NGPX 2018! This year’s conference took place in sunny San Diego, California, and gathered hundreds of Healthcare and Patient Experience (PX) professionals to share lessons and stories on managing the patient experience based on th...

The true value of Voice of the Customer in Customer Experience Management

Data is only as valuable as what you do with it, and Voice of the Customer (VoC) data is no different. In a world where a superior Customer Experience (CX) is now viewed as a key competitive advantage, leveraging VoC as part of your Customer…

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.  Whether it’s to find information about that new gadget you’ve been eyeing, buy concert ticke...

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. But beyond getting some physical exercise, i...

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 interco...

Top 7 Customer Experience Trends and Predictions for 2018

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 take them on.  2017 was a year when the Customer Experience took center stage. In 2018, this will be taken up ...

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...

3 Steps to Take The Headache Out Of A Website Redesign

As Co-founder of iPerceptions, I have had the opportunity to help countless Fortune 500 brands do website redesigns. In my experience, it is one of the most critical digital projects a brand can undertake, but equally one of the most misunderstood. One of the biggest...

4 Retail Technology Trends To Keep An Eye On

Today retailers have an incredible challenge to make themselves stand out from the pack and keep consumers attention. Whether it’s the in-store experience in brick-and-mortar locations, or the overall omni-channel experience, retailers are looking at offering a unique customer experience as a way to...

5 Key Skills You Need To Become A Digital Marketing Superstar

We live in a world dominated by technology. From smartphones to apps to wearables, consumers today are always connected. As a result, marketing has undergone a seismic shift. To reach, interact and delight their customers, marketers need to understand how to succeed in a...

4 Ingredients of a Successful Customer Experience Program

The secret is out. Customer Experience is now one of the main competitive advantages that companies strive to obtain over their competitors, and is only gaining steam in recent years. Case in point, Econsultancy recently found that “optimizing the customer experience” was the single...

CX Metrics Series: Customer Satisfaction

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

4 Key Pillars Of Customer Experience Governance

The era of the customer experience (CX) is well and truly here. Every aspect of your company, from your employees to the products and services you offer, are now key cogs in the CX machine. With the right structure and the right processes, this...

[CHEAT SHEET] How to Get Your C-Suite to Buy-In to the Customer Experience

Customer Experience has now become one of the primary competitive advantages on which many companies strive to gain the upper hand in their industry. This philosophy of customer centricity is continuously gaining ground. Just a few weeks ago, “Make Experience Your Business” was the motto...

3 Important Things To Remember When Designing A Mobile Survey

Looking at the world around us, it’s clear that Mobile has moved from the realms of being the “next big thing” to now being “the main thing”. This is no more aptly demonstrated with data from eMarketer, who reported that there were 4.3 billion mobile...

Recap of Day 2 of the Adobe Summit – The Emotion of Experience

Following on from a jam- packed first day, day 2 of the Adobe Summit didn’t disappoint. The morning kicked off with a keynote that included a star-studded lineup, from Penn & Teller to Peyton Manning to Ryan Gosling. Below are a few of my key...

Recap Of Adobe Summit Day 1 – Making The Experience Your Business

Yesterday marked the opening of the Adobe Summit, the largest digital marketing conference in the world. This year, over 12,000 attendees have made their way to Las Vegas to discuss the latest industry trends and learn valuable skills how to create flawless experiences.  Below are...

3 Data Points To Bridge The Gap Between Your Adobe Analytics and Voice of...

In today’s online environment, where you can leverage web analytics solutions like Adobe® Analytics to track how your visitors interact and navigate your website, there is one vital thing that these solutions can’t do: Get inside the mind of your visitors.  Every one of your...

5 DEADLY Voice Of The Customer Myths Debunked

There is no questioning it; we are living in the age of the customer. Shar VanBoskirk, an Analyst at Forrester Research, stated that, “Only marketers who are customer-obsessed and adapt to consumers’ changing behaviors …will succeed.” This means that marketers need to better understand...

Top 5 Customer Experience Trends For 2017

The new year has arrived, and with the start of any new year comes the onslaught of predictions of what is going to make it big in 2017. Already, we're hearing this will be the year when chat bots, virtual reality and voice search gain...

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