Interview
along the customer journey. While you might never be an expert in everything, you can look to optimise both workflow and digitisation through additional tools and services. Tis is where the industry is going, has gone, and it’s really a case of adapt, or die.
What would you say is the biggest change in the past two years? Obviously, the supply chains have been a huge challenge. Whether you’re looking to purchase a car or a printer, it’s taking a lot longer than it did pre-Covid. You would be hard pressed to find an industry that hasn’t been affected by the bottlenecks. However, it is improving, and I think the biggest change that we’ve seen is the desire for flexibility. People oſten forget how for many, the hybrid office was an aspirational thing. Yes, there were cultures and organisations that were ahead of the curve, but Covid-19 forced everyone to hop aboard the train. Crucial to this is integration, and the speed at which we’ve
integrated has been an enormous shiſt. More so, I think that since Covid-19, organisations are becoming leaner, which in turn leads to conversations around what are the right solutions for their organisation moving forward, customers are more open minded about change. Now, organisations in the channel have had to develop increasingly comprehensive offerings, inclusive of service, product, and backup infrastructure.
What are the key trends that are gripping the channel at the moment, and where do you think the channel is headed? Increasingly, we’re seeing clients demand accountability. It’s a consequence of the increased reliance on technology. Trough our
50 | September 2022
conversations with clients and their teams, we know that they don’t want to speak with salespeople or find out as part of a quarterly review how everything is going. Instead, they want immediate access to their performance, they want to see what the up time and down time is, and know how quickly they can respond to any performance issues. It’s about solving problems for our customers whether that be transformation projects or IT services. Partners are also demanding more value. What might start as
managed print services can evolve into IT services, augmented reality, and Security-as-a-Service. Te next step in the value chain has become the imperative. Trends in technology can mean that you might not be shiſting the same amount of product, so it’s important that the offer of the next service is available.
How has the shiſt to the cloud unlocked opportunities for Xerox? As organisations have transitioned their operations into the digital realm, partners and customers are increasingly demanding change. And cloud plays a crucial role and is a key enabler of that change. As I mentioned earlier, it is the speed of that change, and the business integration of that change that truly defines the adoption and success of those transformation projects. Employees need to access information and processes from multiple locations, and the cloud facilitates that. With capture services such as our Xerox Workflow Central, users are able to seamlessly scan information directly into soſtware platforms, databases and processes – and we can then provide a cloud-based document repository and workflow platform with our Docushare suite. Cloud gives organisations flexibility, speed and security.
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