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The Imaging Network Group (INg) hosted its conference this September in Scottsdale, Arizona—bringing together leaders from across transactional communications, direct mail, and commercial print services. INg represents mid-sized, high-volume service providers, and its events are designed for senior executives to share perspectives on where the industry is headed. This year’s discussions revealed a clear narrative: print remains resilient, digital opportunities are expanding, and intelligent technologies are accelerating change across the customer communications landscape.
Print Isn’t Dead
One of the strongest themes running through the conference was the enduring role of print. Despite constant predictions of its decline, print continues to prove indispensable—especially in communications where trust, compliance, or accountability are paramount. Regulatory correspondence, audit notices, and official records remain predominantly paper-based, ensuring accuracy and auditability while reinforcing customer confidence. Direct mail is showing renewed strength. Attendees described how retailers and service providers are using precision targeting and frequency to cut through digital fatigue and deliver meaningful engagement. These stories echo the findings from our own customer communications research, which shows that, while digital channels continue to grow, many consumers still prefer print for critical information—and mismatches between preference and delivery often frustrate higher-value customers.
This resilience is not about clinging to the past. Rather, it reflects how print has adapted to fit within an increasingly digital ecosystem. Our research highlights that customer preferences are fragmented: younger consumers lean digital but still express interest in print for high-value interactions, while older demographics continue to favor paper-based delivery. The organizations achieving the most success are those that embrace a hybrid approach, ensuring customers can choose the channel that fits their needs. Conference discussions reinforced that digital transformation in customer communications is not about replacing print, but about integrating it more strategically.
The Digital Ecosystem
Optimism around digital opportunities was equally evident. Service providers are moving beyond digitization toward ecosystem building. Document management, workflow automation, electronic signatures, and digital engagement tools are increasingly designed to work together rather than in silos. The result is a more connected, customer-centered communication environment. Buyers are becoming more sophisticated, demanding solutions that deliver measurable outcomes—from efficiency gains and compliance improvements to enhanced customer satisfaction. Providers that can show clear return on investment (ROI) through reduced processing time, lower error rates, or faster turnaround are winning trust and new opportunities.
Intelligent Technology Takes the Show
Technology was at the forefront of many conversations, and artificial intelligence (AI) stood out as a clear accelerator. What was once tentative experimentation has shifted into structured implementation. Organizations shared how they are using AI to compress request for proposal (RFP) response times from days to hours, shorten security audits, generate marketing content, and even modernize legacy code. These applications highlight the speed of change and the tangible benefits that AI can bring when applied thoughtfully. But the lessons also mirrored what our research has shown: without governance, the adoption of AI can feel chaotic. The companies moving forward successfully are those implementing steering committees, whitelisting approved tools, and investing in training. They are treating AI as a disciplined business tool, ensuring security and accountability while encouraging adoption through practical use cases.
Beyond AI, service providers are advancing broader technology integration to strengthen their operations. They are deploying predictive analytics to improve maintenance and production performance, applying real-time data to plan mail drops with greater accuracy, and developing client-facing digital assistants that extend and enhance service delivery. Underpinning these initiatives is a clear recognition that clean, accessible, and integrated data is essential. The most effective digital transformations begin with strong data strategies that enable intelligence to flow seamlessly across platforms.
Challenges and Opportunities Arise
The event also acknowledged the operational pressures that continue to shape the industry. Postal rate adjustments, service variability, and rising costs remain real concerns, but the discussions focused less on obstacles and more on how providers are preparing to navigate them. Investments in advanced analytics, stronger infrastructure, and smarter planning are helping organizations adapt quickly, ensuring they can maintain service quality even as external conditions shift.
What stood out most was the balance of realism and optimism. Print is still recognized as a cornerstone of communication—not as something outdated, but as a trusted medium that has adapted to complement digital channels. Intelligent technologies (including AI and data-driven tools) are being seen not as disruptive threats, but as opportunities to expand capabilities and deliver more value. The message was clear: success lies in embracing change with purpose and leveraging print and digital strengths to meet evolving customer expectations.
Keypoint Intelligence Opinion
From a customer communications management perspective, the lessons are clear. Providers that balance print and digital, invest in governance and data quality, as well as focus on measurable outcomes are best positioned for success. This industry has always adapted, and it is doing so again—evolving into something stronger, more integrated, and more customer-centered. The future of communications is not about choosing between print and digital, but about combining them intelligently to meet the needs of a changing marketplace.
That is also the value of an organization like INg. It brings providers, partners, and industry experts together in an environment that is open and supportive rather than competitive. People share ideas, talk honestly about challenges, and learn from one another’s successes. Members walk away with fresh perspectives and practical ideas they can put into action. In a time of rapid change, having that kind of community is just as important as the technology itself.
Stay ahead in the ever-evolving print industry by browsing our Industry Reports page for the latest insights. Log in to the InfoCenter to view related research and more show reviews through our Customer Communications Experience Advisory Service. Not a subscriber? Contact us for more information.
