Scott Draeger, CCXP, 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.
There’s a rumor that a new channel is on its way and it will likely spawn several prominent new social networks, interaction types and other innovations. Will your company and your team be rea... View More
Over the past decade, the customer communications management (CCM) industry has been witness to some major acquisitions of key market leaders, with several of them touting a new business market share in... View More
Unfortunately, poorly implemented systems become like a black hole over time—impossible to escape because of the growing importance around all the accumulated complexity of the solution. So, how... View More
It’s been a few months since DSF ’19 ended, and I'm still processing the vast quantity of information shared at the conference. The 2019 move to Anaheim brought new ideas into the mix, and... View More
Customer communications management (CCM) systems are complicated to implement and maintain for a variety of reasons, but one of the most powerful external forces that adds complexity to these applications... View More
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
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