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.
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."
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
| #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
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
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
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