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.
mobiledevices
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
CXecosystem
The CX Ecosystem Is Under No Obligation to Make Sense to You
May 3 2016
The title of this article is a rework of a quote from noted astrophysicist and author Neil deGrasse Tyson, PhD, who said, “The universe is under no obligation to make sense to you.” This same... View More
practice
Customer Experience in 2016: Putting Theory into Practice
Jan. 27 2016
Many of the 2015 articles about customer communications focused on the benefits of thinking about customer experience. In 2016, information technology (IT) project owners will be moving customer experience... View More
2015: The Year Customer Communications Caught the C-Suite Spotlight
Dec. 30 2015
As I returned home from what was my last business trip of 2015, I was thinking about the year that passed. It was an incredible year for customer communications, and I was able to connect with communication... View More
customerjourney
Customer Journey Mapping: Do You Own a Million-Dollar Masterpiece?
Dec. 1 2015
As the concept of customer experience management (CEM) appears as a way to improve customer experience (CX), many enterprises are undergoing exercises in customer journey mapping. These sessions can involve... View More
How to Do "More! More! More!" with "Less and Less"
Oct. 22 2015
When we talk about customer communication strategy, the most common topic is the context of the communication. We can start by looking at the context of the pressures you face in terms of "more and less."
Communication Trends for 2016
Sept. 18 2015
If 2016 is anything like every other year, your news feed in the new year will start off with tweets, posts and articles about “Trends in Communications for 2016.” For all the buzz on the upcoming
commfuture_small
Advancing the Future of Communications: 5 Trends From the Foundation Up
Aug. 19 2015
The GMC team is having many discussions lately about the future of communications, and we started talking about the exciting short- and long-term communication opportunities of wearables, Internet of things,... View More
preference_small
Customer Preference Management: Is It Time to Go Beyond the Channels?
July 6 2015
| #8 TOP READ — Customer preference is about doing business with the customer—in a way that works for the customer. So, why do most conversations about customer preference almost instantly... View More
maintanence_small
When Thinking about Customer Communication, Think Return on Maintenance
May 27 2015
Radical transformations in customer communication are underway in almost every industry segment. We heard it firsthand from insurers, banks, service providers, governments and utilities during the 2015... View More
channel_small
Are You Ready for Channel Complexity?
April 28 2015
If your job is to produce documents, whether you are in-house or a service provider, most likely, your clients need your help—help that you are uniquely qualified to deliver to them. Clients work... View More
Reducing the Burden of Proofing in the Age of Multi-channel and Omni-channel
March 26 2015
When I joined this industry as a document designer in the mid-1990s, I used a script-based tool with limited capabilities to visually confirm changes that I made to a document. As a result, I spent a great... View More
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