Panel Recap: Xerox’s Digital Evolution and AI-Driven Services

Presenters: Karl Boissonneault, President, North America Channels & Steve Miller, Chief Digital Officer, Xerox

At the Executive Connection Summit 2025, Xerox executives Karl Boissonneault and Steve Miller laid out the company’s digital transformation strategy, AI-driven services, and evolving role in office productivity. While print remains an important part of their business, Xerox sees itself as a data company, leveraging AI and automation to help customers manage workflows more efficiently.

What’s Next for Dealers?

1. AI & automation are here to stay – and Xerox is bringing practical, real-world solutions to dealers.
2. Dealers should look beyond print and explore opportunities in AI, digital workflows, and managed IT services.
3. Print and digital solutions work together – dealers who integrate both will be best positioned for success.
4. Xerox is committed to working closely with dealers, providing new revenue streams and business growth opportunities.

Key Themes and Takeaways

Xerox Is More Than Just Print

• Xerox, a 120-year-old brand, is still deeply tied to print, but its business has evolved far beyond copiers and MFPs.
• The only growing print segment today is A4 color MFPs, and Xerox’s recent Lexmark acquisition strengthens its presence in that space.
• Print volumes are declining, but the real opportunity lies in managing data and digital workflows.
• The hybrid work environment has changed office needs, creating demand for digitization, automation, and AI-driven solutions.

Xerox’s Growth & Diversification Strategy

Boissonneault and Miller outlined several key areas where Xerox is focusing its expansion:

1. AI-Driven Digital Services

• Data is exploding, and businesses need help managing unstructured data more efficiently.
• Xerox scans nearly 2 billion documents annually, providing a huge dataset for AI training.
• AI-powered tools classify, extract, and route information from scanned documents, reducing manual work.
• AI is being applied in real-world business problems, including automating invoice processing, managing HR policies, and improving service workflows.

2. Managed IT & Digital Transformation

• Xerox’s acquisition of IT Savvy in Chicago expands its managed IT services portfolio.
• Xerox is committed to bringing managed services tools to dealers, helping them improve service dispatch, customer management, and automation.
• Dealers are in a prime position to help businesses transition from paper to digital, leveraging Xerox’s AI and workflow automation solutions.

3. A4 Expansion Through Lexmark Acquisition

• Xerox has made a major push into the A4 market, which is the only growing segment in print.
• Lexmark brings a strong A4 portfolio, helping Xerox expand its market presence globally.
• The acquisition also brings back American ownership to a major print brand, a point of pride for Xerox.

4. Sustainability & Print Market Trends

• Sustainability is a growing factor in RFPs, requiring remanufactured, refurbished, and eco-friendly print solutions.
• Customers are demanding more digitization and automation, and Xerox is well-positioned to help.
• Hybrid workforces require new tools, and Xerox’s digital services help businesses adapt to this changing landscape.

Real-World AI & Digital Use Cases

Miller shared three specific examples of how Xerox is helping customers transition to AI-powered digital workflows:

1. Government Records Digitization

• A government agency needed to digitize and manage 30 million paper records for medical and family history queries.
• Xerox converted the records into a digital, AI-powered database, reducing query response times from three weeks to two days.
• The AI solution improved accuracy, security, and customer satisfaction, while also reducing costs.
• Key takeaway: Many customers still rely on paper, but transitioning to AI-driven document management unlocks efficiency and cost savings.

2. Kraft Group (New England Patriots) – Automating Accounts Payable

• Kraft Group needed a better system to process invoices, orders, and vendor payments.
• Xerox’s Intelligent Document Processing (IDP) automated classification, extraction, and routing of documents.
• The solution reduced manual workload, cut errors, and improved efficiency in financial processing.
• Key takeaway: AI-powered automation saves time and money, making businesses more productive and data-driven.

3. Construction Company – AI Chatbot for HR Policies

• A large construction company struggled to answer employee HR policy questions after implementing major policy changes.
• Xerox built a Gen AI-powered chatbot that let employees ask HR questions and get instant, accurate responses.
• The chatbot reduced help desk workloads and improved HR efficiency, leading to further AI projects in zoning and permitting automation.
• Key takeaway: AI-powered chatbots can improve employee experience and free up HR teams for higher-value work.

SOURCE Industry Analysts Inc.