Scott Draeger
800-250-1850
Scott Draeger, CCXP, M-EDP, is Customer Experience Officer 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.
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
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
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
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
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
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
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
Aug. 25 2021
Customer journey mapping as a CCM planning tool... View More
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
May 17 2021
It’s interesting times for customer communications professionals... View More
Jan. 27 2021
We were given the opportunity to learn many lessons in 2020, probably more than we wanted to learn... View More
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
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
Sept. 4 2020
Let’s look at the lessons of 2020 and turn those into 2021 budget items... View More
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
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
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
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
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
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