Scott Draeger, CCXP, M-EDP, is Customer Experience Officer 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.
Before we discuss the act of creating effective and personalized customer journeys, it is important to be reminded that the term “customer journey” tells us it’s the customer’s... View More
As football season is underway in the USA, many of us are also well into our 2023 budget and planning periods. Your executives are priming their teams to win in 2023 and beyond. Given the current econ
When giving consideration to the communications that support your customer experience strategy, it’s important to have a clear understanding of the long-term impact of your choices... View More
You’ve been pivoting without stopping. You’ve thought you arrived at a “new normal” three times in two years. You’ve been introduced to new colleagues that need new integrations.... View More
To me, the road to the future looks like a winding road through the front windshield, but it seems to appear as a straight path from the rearview mirror. As we consider the future of omnichannel custo
Usually, I write predictions for the industry at the start of each year, but let’s try something different. Let’s talk about your predictions and how you will measure your 2022 plan against... View More
After spending two decades in the industry, I am aware that non-document people think what we do is boring. While it hurts my feelings a bit, they are right most of the time. If we plan, design, resea
There has been a lot in the news on the “Great Resignation,” an anticipated major wave of job changes as the pandemic slows down. Some resignations are simply pent up from people who didn’t... View More
It’s tough for someone from Chicagoland to quote Vince Lombardi even once in an article, but it appears to be necessary to quote him twice as we prepare for 2021... View More
Hitting unsubscribe is easy. We’ve all done it. It’s easy because the law requires it to be easy (and nobody likes paying fines). It’s also a best practice to make unsubscribing to emails... View More
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