Scott Draeger joined the customer communication industry by designing statements and marketing materials at an innovative service provider before joining the CCM industry. With over 20 years in CCM innovation, Scott has traveled the world to improve the way insurers, financial services organizations, health insurers, and other heavily regulated industries communicate authentically with their customers while complying with regulations.
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers
Today, executives are excited about the promise of artificial intelligence (AI) to help their businesses grow and innovate, potentially transforming every part of work, delighting customers with new e