Scott Draeger

Customer Journey Mapping’s Connection to Customer Communications

As we enter 2017, many enterprises are under pressure to improve their customer experiences. I was lucky enough to be invited to a major...

Achieving the Goal of CX Transformation

Customer experience (CX) is one of the most talked about trends in business today. When it comes to CX strategy, a great deal of...

What is the Role of Customer Communications Management in CX?

CCM, or Customer Communications Management, has been around for a long time. It often lurks deep in the enterprise stack of IT solutions. Often...

Control Communication Chaos: Three Critical Perspectives to Ensure You are Communicating Effectively

What you say to your customers, when you say it, why you say it (and most recently where you say it) represent some of...

Attention Customer Communications Professionals: The CX Ecosystem is Under No Obligation to Make Sense...

The title of this article is a rework of a quote from noted astrophysicist and author Neil deGrasse Tyson, PhD, who said, “The universe...

Customer Journey Maps: Do you own a million-dollar masterpiece?

You might be surprised to find that your company has several masterpieces worth a million dollars lying around. Some might be on display in...

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