It is the dawn of a new year. Whether 2026 offers its share of surprises, such as tariffs proved to be in 2025, or is a carbon copy of its predecessor, remains to be seen. Fortunately, the trends of the past can provide a roadmap to the future. It may not be a linear path, but it should be helpful.
It’s also not a path you need to travel alone. As part of the January State of the Industry report on trends and predictions, we’ve shaken out the notebook to offer some leftover trends to watch from our esteemed cast of industry experts that can provide insight on the direction the industry winds are blowing. Make sure to check out the January issue of ENX Magazine for more topics to monitor.
Remote Control
There’s a growing push by manufacturers toward remote service models, according to Melissa Confalone, president of Fraser Advanced Information Systems in West Reading, Pennsylvania. There are signs that OEMs are re-imagining how service is delivered, integrating more remote diagnostic tools, firmware updates and even self-healing devices.
“This will fundamentally shift the role of field technicians and how dealers structure their service organizations,” she said. “Fewer truck rolls and more remote interventions may improve efficiency, but they’ll also require significant changes in staffing, training and customer engagement strategies.”
More and more dealers are earmarking resources toward training and development for team members, notes Mike Lepper, CEO of Impact Networking in Lake Forest, Illinois. He believes it’s important to equip them with the skills needed to understand and implement new technologies, particularly AI and cybersecurity solutions.
“Continuous learning will enable your staff to provide better service and stay ahead of the curve,” Lepper said.
The willingness to embrace change and innovation is equally important in keeping pace with an evolving industry. “Stay open to new technologies and business models and be willing to pivot when necessary. Foster a culture of innovation within your organization to remain competitive,” he added.
Dealers are continuously looking to counter the continuing decline in MFP revenue, units and profitability, stresses Larry Weiss, chairman of the board for Atlantic Tomorrow’s Office. Complementary to this notion is the need to maintain relevancy.
“We must constantly improve our offerings so that we remain relevant in our clients’ business,” he said. “If we don’t provide this value, we will go from being a partner to a vendor.”
OEM Shuffle
One certainty that Paul McKinney, the CFO/COO for Eakes Office Solutions in Grand Island, Nebraska, is counting on is the shuffling and strategizing taking place at the manufacturer level. Tucked within that trend is a hint of opportunity.
“Disruption in the form of dealer M&A and manufacturer mergers, purchases, joint ventures, etc., is almost certain to continue,” McKinney said. “Dealers need to be operating from a position of strength to take advantage of this disruption whenever possible.”
Mike Marusic, president and CEO of Sharp Imaging and Information Company of America, firmly believes that operational efficiency has migrated from a should-have to must-have status. Lean management is the gateway to streamlining processes, reducing costs and maintaining the high level of service customers expect.
“Dealers who embrace these strategies will be more profitable and agile, ready to tackle whatever the market throws at us next,” Marusic offered. “The bottom line: the channel can do more and those who seize these opportunities will be best positioned for long-term success.”
Hybrid work and managed IT growth occupy front of mind status with the dealer community, according to Karl Boissonneault, president of Xerox North America Channels. The sustained hybrid work environment, he points out, continues to influence demand for managed print services, A4 printers and MFPs, and IT solutions that enable flexibility and security.
“Dealers who provide comprehensive managed services and strong cybersecurity capabilities will be best positioned to meet evolving client expectations,” he said.
Model Behavior
Managed print-as-a-service (MPaaS) has carved out a cornerstone space in dealer strategies, notes Steven Sauer, CRO for Toshiba America Business Solutions. The OEM has capitalized on this area via eTag technology, which simplifies onboarding and service delivery, giving customers real-time visibility into their fleets.
“MPaaS reduces complexity, creates predictable revenue streams, and aligns with customer demands for automation and transparency,” Sauer remarked.
The consolidation of systems and the desire for unified customer experiences bear monitoring, according to Mike Hannon, managing director for North America at FP Mailing Solutions. He feels customers want consistency across products, platforms and service models.
“As manufacturers streamline their global footprints and eliminate redundant systems, the industry will see a rise in unified platforms that deliver a more consistent experience,” Hannon said. “The companies that successfully balance global alignment with local market needs will be better positioned to scale and maintain customer trust.”
