Scott Draeger

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.
wave-3361029_1280
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
business-card-5128935_1280
May 17 2021
It’s interesting times for customer communications professionals... View More
landscape-690588_1280
Feb. 24 2021
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
result-3236285_1280
Jan. 27 2021
We were given the opportunity to learn many lessons in 2020, probably more than we wanted to learn... View More
generic-year 2021
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
Screen Shot 2020-11-23 at 2.08.36 PM
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
loading-bar-5522019_1280
Sept. 4 2020
Let’s look at the lessons of 2020 and turn those into 2021 budget items... View More
generic-unsubscribe
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
generic-thinking
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
May 11 2020
Consider the type of communications sent, the channels used and the consistency of the communications sent during this crisis... View More
5b34f02317fc5f1c458959de_Project-communication-pla
March 17 2020
There is an expression, “The only constant is change.” That certainly appears to be true in 2020, and especially so for communicators in almost every industry... View More
Mobile-Centric Design
Feb. 25 2020
Many reading this joined our industry when multichannel meant producing both print and putting PDFs on the web. We all had a lot of fun making communications look better. We added color... View More
omnichannel
Feb. 12 2020
Despite the hard work toward achieving the goal of omnichannel communications, many enterprises continue to have difficulties bringing a true omnichannel communication strategy... View More
Jan. 15 2020
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
830x539_Scott
Dec. 10 2019
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
Omni-Channel Dream Team
Oct. 25 2019
Everybody in the customer communications management (CCM) industry is talking about omni-channel. For some, it’s part of a larger digital transformation within the enterprise... View More
ROI of Your CCM System
Sept. 6 2019
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
830x539_Scott
Aug. 5 2019
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
Why a Quick Fix to Compliance is Hurting Your CX S
June 7 2019
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
830x539_Scott
May 10 2019
As we bring our document applications into the omni-channel era, it’s critical to understand several important questions before starting any major redesign of your customer communications... View More