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.
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
Reinventing CCM Technology
Reinventing CCM Technology: A Memoir
May 18 2017
Approximately, five years ago, there was an explosion of research, articles, blogs, and other commentary on the topic of customer experience (CX). Working for a customer communications management (CCM)... View More
Top Trends in CCM 2017 DOCUMENT Strategy
Top Trends in Customer Communications for 2017
March 13 2017
Each year, the industry’s leading analysts assess the customer communications management (CCM) landscape using reason, logic, and customer feedback to describe the market to tens of thousands of... View More
How Sweeping Regulatory Changes Will Impact Custom
How Sweeping Regulatory Changes Will Impact Customer Experiences
Feb. 13 2017
Only the most fervent cord-cutters would be unaware of the many important political changes in 2016 and 2017. There were many, but some of the most important include the pro-Brexit vote in the UK, the... View More
Where the Customer Journey Map Meets CCM
Jan. 10 2017
As we begin 2017, many enterprises are under pressure to improve their customer experiences. It is becoming increasingly common for enterprises to use customer journey mapping tools to understand the touchpoints... View More
Line
Customer Experience in 2017: Lead, Follow, or Get Out of the Way
Nov. 22 2016
I am not sure if it was General Patton, Lee Iacocca, or Thomas Paine, but someone said, “Lead, follow, or get out of the way.” In any case, it’s time for customer experience (CX) thinking.... View More
theory
2016: The Year Customer Experience Theory Became Practice
Oct. 12 2016
Several DOCUMENT Strategy articles have chronicled the rise of customer experience (CX) within enterprises over the past year or two, but CX has really moved from theory to practice recently. Many enterprises... View More
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
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