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.
Is Your Omnichannel Vision 20/20?
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
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When CCM Technology Changes Hands, Ask Tough Questions
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
How to Assemble Your 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
6 Ways to Track ROI for Your CCM System Over Time
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
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Top 3 Takeaways from DOCUMENT Strategy Forum 2019
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
Why the Quick Fix to Your Compliance Woes Is Hurting Your Customer Experience Strategy
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
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Designing for the Omni-Channel Era: 4 Questions to Ask
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
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
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Messagepoint Invests in AI and Brings Assisted Authoring to Market for CCM
The convergence of artificial intelligence (AI) and machine learning technology with customer communications management (CCM) systems has reached a decisive tipping point