Scott Draeger

Scott Draeger joined the customer communication industry by designing statements and marketing materials at an innovative service provider before joining the CCM industry. With over 20 years in CCM innovation, Scott has traveled the world to improve the way insurers, financial services organizations, health insurers, and other heavily regulated industries communicate authentically with their customers while complying with regulations.
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The State of Customer Conversations
Sept. 4 2024
With millennials set to make up 75% of the global workforce by 2025, we wanted to break down how perspectives are shifting. Here are the four most important takeaways from this year’s survey... View More
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Customer Communication in the Post-Prem Era
Jan. 30 2024
Sometimes small events happen, and we notice immediately. Sometimes important events happen, and we don’t notice at all. Something major happened in 2022. The CCM Market entered the Post-Prem Era
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4 Data Types You Can Use to Improve CX
May 24 2023
In terms of high-flying innovations, 2023 looks to be an amazing year for space technology... View More
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Creating Effective and Personalized Customer Journeys
Dec. 5 2022
Before we discuss the act of creating effective and personalized customer journeys, it is important to be reminded that the term “customer journey” tells us it’s the customer’s... View More
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Is Your CCM Vendor About to Run the “Recession Playbook?”
Nov. 16 2022
As football season is underway in the USA, many of us are also well into our 2023 budget and planning periods. Your executives are priming their teams to win in 2023 and beyond. Given the current econ
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Consider This: Your New CCM System Will Likely Outlast the Requirements of Your Executive Team
Nov. 16 2022
When giving consideration to the communications that support your customer experience strategy, it’s important to have a clear understanding of the long-term impact of your choices... View More
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Finding Zen in Your Venn
June 2 2022
You’ve been pivoting without stopping. You’ve thought you arrived at a “new normal” three times in two years. You’ve been introduced to new colleagues that need new integrations.... View More
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Your Own Customer Journey to DSF ’22
March 25 2022
Just about everything’s been on pause since March 2020 and things have been “unpausing” bit by bit since the beginning of 2022... View More
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The Winding Road to 2030
Feb. 25 2022
To me, the road to the future looks like a winding road through the front windshield, but it seems to appear as a straight path from the rearview mirror. As we consider the future of omnichannel custo
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How Accurate Was Your 2022 CCM Forecast?
Feb. 22 2022
Usually, I write predictions for the industry at the start of each year, but let’s try something different. Let’s talk about your predictions and how you will measure your 2022 plan against... View More
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When Communications Fail
Sept. 28 2021
After spending two decades in the industry, I am aware that non-document people think what we do is boring. While it hurts my feelings a bit, they are right most of the time. If we plan, design, resea
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Taking Another Look
Aug. 25 2021
Customer journey mapping as a CCM planning tool... View More
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CCM and the Great Resignation Wave
June 24 2021
There has been a lot in the news on the “Great Resignation,” an anticipated major wave of job changes as the pandemic slows down. Some resignations are simply pent up from people who didn’t... View More
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How the C-Suite Views CCM When SaaS Delivers CX
May 17 2021
It’s interesting times for customer communications professionals... View More
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Quick Wins or Big Wins…
Jan. 27 2021
We were given the opportunity to learn many lessons in 2020, probably more than we wanted to learn... View More
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Could 2021 Be Worse Than 2020?
Dec. 11 2020
It’s tough for someone from Chicagoland to quote Vince Lombardi even once in an article, but it appears to be necessary to quote him twice as we prepare for 2021... View More
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DSF '20: Hitting the Virtual Mark
Nov. 23 2020
Even the opening sounds of the sessions were special at DSF ‘20. From this first sound, we knew this event was going to make an impact... View More
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The Time to Plan for 2021 Is Today
Sept. 4 2020
Let’s look at the lessons of 2020 and turn those into 2021 budget items... View More
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Deleting Is Temporary. Opting Out Is Forever
July 16 2020
Hitting unsubscribe is easy. We’ve all done it. It’s easy because the law requires it to be easy (and nobody likes paying fines). It’s also a best practice to make unsubscribing to emails... View More
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Inside Out Thinking About CCM: Is it Costing You Customers?
June 22 2020
Simply put, the expectations of customers are increasing at a rate that will not afford us the luxury of inside out thinking anymore... View More
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