Scott Draeger

Scott Draeger, M-EDP, is Vice President of Customer Transformation at Quadient. He joined the digital document industry in 1997, after graduating from UNLV. He started as a document designer using a collection of hardware and software technologies, before moving to the software side of the industry. His broad experience includes helping clients improve customer communications in over 20 countries. He earned his MBA in 2007 from the Lake Forest Graduate School of Management.
6 Reasons CCM Budget
6 Reasons Why Your Customer Communication Program Isn't Getting Funded in 2019
Feb. 5 2019
While our enterprise budgets for 2019 might be on track, it’s important to look at the projects that often don’t make the annual plan year after year. Customer communication management (CCM)... View More
Cost of CCM
Calculating the True Cost of Your Customer Communication Strategy
Jan. 8 2019
In the new year, customer communications will continue to be critical for improving customer experiences. As we shift customer communications to a strategic function in the enterprise, it's important to... View More
DOCUMENT Strategy Forum 2019
If You Want to Foster Collaboration, You Need to Attend DOCUMENT Strategy Forum (DSF '19)
Dec. 10 2018
One of the topics critical to your success in 2019 and beyond will be the integration of technologies. Even more important, we must find ways to foster collaboration between the teams that use these various... View More
CCM Is About Outcomes
Hey Marketers, Customer Communications Are About Consumer Outcomes
Oct. 18 2018
Every year, we post our list of the top communication trends expected to make the biggest impact on the industry. I think it's important to hold myself accountable for the predictions we've set—sometimes... View More
Feature Creep
Avoid Feature Creep: How to Take Control of Your Communication Portfolio
Sept. 6 2018
In the software business, well-intentioned requests for a new feature can sometimes get in the way of a larger strategy. "Feature creep" can turn into future limitations, unforeseen consequences, and deployment... View More
DSF 18 Conference
The Breakthrough Moment at DSF '18
June 28 2018
While every DOCUMENT Strategy Forum (DSF) conference is a great learning and sharing experience for those of us who own, execute, and manage customer communications, this last one in Boston marked a real... View More
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4 Steps to Customer Communication Success
May 8 2018
With 2018 in full swing, you’re probably already focusing on new ways to improve your business communications and planning your trip to Boston for the DOCUMENT Strategy Forum (DSF ’18). While... View More
CX Makeover
5 Ways to Give Yourself a Customer Experience Makeover
March 1 2018
In the first quarter of the year, we are still powered by some of the resolutions we set for the new year, which certainly includes our work in improving our communications to enhance the customer experience... View More
OMGDPR - Your Customer Wants Their Data- Now What
OMGDPR! Your Customer Wants Their Data: Now What?
Jan. 12 2018
May 25, 2018 will be here sooner than you think. Even if you're located in the US, the General Data Protection Regulation (GDPR) may impact you if you have customers in Europe. Yet, many organizations... View More
4 Mammoth Trends in CX
4 Mammoth Trends in Customer Experience You Need to Know
Oct. 6 2017
Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... View More
Questions for Journey Map
Top Questions to Ask When Developing a Successful Customer Journey Map
Aug. 22 2017
Over the past year, I’ve been lucky enough to be invited to several leadership discussions about customer experience (CX) programs at some major banks, insurers, and service providers. Once a CX... View More
Accurate Journey Maps
The Importance of Accurate Customer Journey Maps
July 27 2017
There are many ways to observe and record customer journeys—some are right, and some are ultimately incorrect. There is a place for both data and passion in any successful customer journey mapping... View More
Communication Trends for 2018
The Top Communication Trends for 2018
June 13 2017
Earlier in the year, I wrote about the top communication trends for 2017. It might seem early to be thinking about 2018, but talking about next year's trends gives us a chance to take control of our future.... View More
Reinventing CCM Technology
Reinventing CCM Technology: A Memoir
May 18 2017
Approximately, five years ago, there was an explosion of research, articles, blogs, and other commentary on the topic of customer experience (CX). Working for a customer communications management (CCM)... View More
Top Trends in CCM 2017 DOCUMENT Strategy
Top Trends in Customer Communications for 2017
March 13 2017
Each year, the industry’s leading analysts assess the customer communications management (CCM) landscape using reason, logic, and customer feedback to describe the market to tens of thousands of... View More
How Sweeping Regulatory Changes Will Impact Custom
How Sweeping Regulatory Changes Will Impact Customer Experiences
Feb. 13 2017
Only the most fervent cord-cutters would be unaware of the many important political changes in 2016 and 2017. There were many, but some of the most important include the pro-Brexit vote in the UK, the... View More
Where the Customer Journey Map Meets CCM
Jan. 10 2017
As we begin 2017, many enterprises are under pressure to improve their customer experiences. It is becoming increasingly common for enterprises to use customer journey mapping tools to understand the touchpoints... View More
Line
Customer Experience in 2017: Lead, Follow, or Get Out of the Way
Nov. 22 2016
I am not sure if it was General Patton, Lee Iacocca, or Thomas Paine, but someone said, “Lead, follow, or get out of the way.” In any case, it’s time for customer experience (CX) thinking.... View More
theory
2016: The Year Customer Experience Theory Became Practice
Oct. 12 2016
Several DOCUMENT Strategy articles have chronicled the rise of customer experience (CX) within enterprises over the past year or two, but CX has really moved from theory to practice recently. Many enterprises... View More
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Why Are We Losing Communications by the Billions?
July 19 2016
Over the last decade, hundreds of billions (maybe even trillions) of communications have left our industry. It didn’t happen all at once. It happened a little at a time—one project at a time.... View More
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