Scott Draeger

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.
Learn from Your COVID-19 Response for the Next Crisis
May 11 2020
Consider the type of communications sent, the channels used and the consistency of the communications sent during this crisis... View More
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Moments That Matter: CCM and CX in Times of Change
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
Mobile-Centric Design
Make Sure You’re Part of the Mobile Strategy Party
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
omnichannel
These Big Obstacles May be in the Way of Achieving Omnichannel Success
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
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
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    By Bryan Matlock
    In today’s complex and highly regulated customer communications management (CCM) landscape, organizations face a critical decision
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    Are Your CCM Systems Costing You More Than You Know?
    By Avi Greenfield
    In today's fast-paced world, effective customer communication is not just a business obligation — it's a crucial part of the customer experience
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    Data Privacy & Sovereignty
    By Eric Riz
    The rapid expansion of artificial intelligence (AI) has ushered in an era of unprecedented data collection, processing and utilization. While this has propelled innovation, efficiency and convenience
  • AI
    AI Is Shaping the Future of Translation in Communications
    By Patrick Kehoe
    Across the globe, organizations are seeking to better cater to increasingly diverse customer populations. In the United States, for example, the number of non-English speakers has tripled over the las
  • balance
    Striking a Balance
    By Liz Stephen and Mia Papanicolaou
    A recent article on Chiefmartec asked an interesting question about automation in marketing: Is automation making things more efficient for the company or the customer? The example they gave is someth