Techaisle Blog

I recently attended HP’s Amplify 2025 event in Nashville, TN. HP's Amplify 2025 announcements focused on pushing the boundaries with AI-integrated solutions across their PC, print, and collaboration portfolios. The goal? To boost user productivity and create more fulfilling work experiences. HP rolled out new AI-powered PCs with features tailored to different types of users and advancements in AI-driven printing that simplify and secure workflows. The primary focus was on the "future of work," aiming for seamless connectivity, intelligent devices, and smart data utilization with the HP Workforce Experience Platform to proactively address IT issues and enhance employee satisfaction. HP is also doubling down on partner growth with new compensation structures and expanded AI programs, all while emphasizing sustainability and security as key differentiators. HP is keen on engaging with growth markets and strengthening channel relationships, while also pursuing strategic collaborations to drive demand and educate customers on the benefits of AI technology. Research from HP Wolf Security highlights the constantly evolving landscape of cyber threats, underscoring the need for robust security measures integrated into their devices.

One HP: A Unified Approach

Building upon these advancements in AI-driven solutions and security, HP unveiled its One HP vision and strategy at the event, emphasizing a unified approach to better serve customers and partners. This initiative aims to create a seamless and comprehensive experience across HP's portfolio. One HP is a unifying principle that combines HP's various divisions, including PC, Print, Poly, Collaboration, and Services, focusing on putting customers and partners at the center. This approach aims to provide businesses with a comprehensive HP experience, an ecosystem of seamlessly integrated devices, software, and solutions designed to solve customer problems. Partners can offer a competitive advantage by selling One HP, moving beyond individual devices to provide a holistic solution. This initiative is driven by the goal of shaping the future of work by creating products, services, and solutions that enhance company productivity and improve employee well-being and fulfillment. Ultimately, One HP intends to streamline processes, enhance collaboration, and deliver greater value and better outcomes for businesses.

The Transformative Shift: AI Integration Across the Portfolio

The pace of technological evolution is relentless, and in today's dynamic business landscape, staying ahead requires not just incremental improvements, but transformative shifts. The recent HP Amplify 2025 event served as a powerful testament to HP's commitment to driving this transformation, unveiling a sweeping array of innovations and strategies designed to reshape the future of work. For small and medium-sized businesses (SMBs), midmarket firms, and the vital ecosystem of channel partners, the announcements emanating from Amplify are not merely product updates; they represent a pivotal moment, offering pathways to enhanced productivity, new growth opportunities, and a stronger competitive edge.

The adoption of contact center solutions among SMBs is growing, with a mix of on-premises, cloud-based, and hybrid approaches being considered. Many SMBs are transitioning from traditional systems to more modern solutions, with many planning or actively implementing cloud-based contact centers. Techaisle survey shows that SMBs seek specific features in their contact center solutions that best align with their operational needs and customer service goals. While many features are highly valued, smaller businesses and midmarket firms have slightly different priorities. Smaller businesses often value features that improve customer feedback and accessibility, while midmarket firms tend to prioritize features that assist their agents and streamline workflows.

Exceptional customer experiences are no longer optional for small and medium-sized businesses (SMBs) striving for growth and profitability – they are essential. In today's competitive landscape, customer experience is a key differentiator, directly impacting brand loyalty and revenue. Seamless, satisfying interactions boost customer retention and attract new business in a market saturated with choices. SMBs understand that exceeding customer expectations is paramount to long-term success, driving the need for advanced contact center solutions.

This need is clearly reflected in a Techaisle survey of 5,050 SMB and midmarket firms (defined as 1-99 employees for small businesses, 100-999 for core midmarket, and 1,000-4,999 for upper midmarket, with quotas set by employee size). Customer experience is a top priority for 84% of SMBs, ranking just behind cloud, security, and generative AI. Contact center usage is also widespread: 76% of small businesses (excluding home-based and single-employee retail) and 90% of core midmarket firms utilize at least one type of contact center. Furthermore, nearly half (49%) of all SMBs are either using or planning to implement cloud-based contact center solutions.

A key finding is that 84% of SMBs prioritize both customer experience (CX) and employee experience (EX), signaling a growing demand for Unified Experience Platforms (UXPs) to streamline both internal and external communications. The convergence of Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS), and traditional Unified Communications (UC) will accelerate, reflecting the understanding that seamless EX and CX are inextricably linked and vital for success.  As a result, UXPs offering integrated solutions that improve collaboration, data sharing, and operational efficiency across departments will be highly sought after.  Vendors offering comprehensive UXP solutions that effectively address both employee and customer needs will be well-positioned for success in the SMB market.

By adopting a UXP, SMBs can expect to:

• Streamline internal communication: fostering a more connected workforce through improved team collaboration and increased productivity.
• Enhance customer interactions: delivering superior customer service, boosting satisfaction, and building stronger relationships.
• Gain a competitive edge: simplifying operations, increasing efficiency, and thriving in a dynamic market.

In today's interconnected and threat-prone digital environment, securing print infrastructure is more crucial than ever. Businesses of all sizes require robust and comprehensive security solutions to safeguard sensitive data and ensure compliance. Print security has become a significant topic of discussion in the industry, given its essential role in protecting confidential information and mitigating cyber risks. Despite often being overlooked, printers and multifunction devices manage highly sensitive documents such as architectural plans, legal contracts, and financial records, making them potential vulnerabilities.

In addition, the rise of hybrid work has increased the focus on print security. As employees print and scan from various locations and devices, traditional security measures are no longer sufficient. Printers also act as network access points, which can be potential entryways for hackers to infiltrate systems. This increased risk, along with regulatory compliance requirements in industries such as finance and legal services, has made print security a key topic in IT security discussions. Businesses are now acknowledging that implementing secure print and scan solutions are essential not only for protecting physical and digital documents but also for maintaining their reputation, client trust, and business continuity in a complex threat landscape.

Xerox addresses the challenges of print security in the modern distributed workplace through a multi-faceted approach. The company takes a comprehensive approach to print security that includes device security, fleet management, and digital services. Xerox aims to be the print industry's most secure and trusted provider, which drives continuous improvement in its products, services, and infrastructure security. This Techaisle Take examines Xerox's security strategy, key offerings, and how it differs from competitors.

A Vision of Security and Trust

Xerox's vision is to be the most secure and trusted provider of workplace services. This commitment is driven by an executive mandate to continuously improve the security of its infrastructure, products, and services. To achieve this, Xerox has adopted the NIST Cybersecurity Framework (CSF) as a baseline for measuring and improving its cybersecurity program. Xerox tracks its security investments by mapping them to the NIST CSF and measures outcomes against desired targets. This framework ensures a systematic approach to security, aligning with industry best practices.

Techaisle has released its annual infographics detailing the Top 10 IT Priorities, Challenges, and Business Issues for SMBs, Core Midmarket, and Upper Midmarket firms. In its 15th year of global tracking, Techaisle surveyed over 5000 businesses across various employee segments to provide a comprehensive overview of the IT market. The survey reveals key business goals, technology priorities, and IT challenges for the upcoming year, offering invaluable insights to IT vendors, channel partners, and media.

Business Issues

In 2025, Small and Medium-sized Businesses (SMBs) will encounter several significant challenges. Attracting and retaining top talent will be crucial, necessitating adaptation to technological advancements. This effort extends beyond recruitment, encompassing the attraction of skilled workers in a competitive market that demands remote work options, flexibility, and competitive benefits. It is not merely about reducing IT costs but strategically integrating new technologies such as AI and automation to enhance efficiency, customer service, and potentially product or service offerings.

Financial resilience will require meticulous financial management and risk mitigation strategies. With increasing reliance on digital tools and data, robust security measures and compliance with evolving regulations will be essential to address data security and privacy concerns. Protecting sensitive information from cyber threats will be paramount.

Meeting customer expectations will demand a focus on personalized experiences and omnichannel engagement, where customers anticipate seamless interactions both online and offline. Additionally, there will be an expectation for more sustainable and ethical business practices. Innovation and differentiation will be imperative to remain competitive, necessitating a culture of experimentation and unique offerings.

Reaching target audiences in a fragmented digital landscape will require sophisticated marketing and sales strategies. Digital marketing and sales optimization will be critical for engaging customers effectively. Building resilient supply chains will help mitigate disruptions and ensure business continuity. Compliance with regulatory requirements will be necessary to avoid penalties and maintain a positive reputation. Finally, integrating sustainability and social impact into business practices will be important for attracting and retaining both customers and investors.

Technology Priorities

Technology will be essential in overcoming the challenges facing SMBs. Advanced AI and automation will streamline operations and enhance efficiency. Beyond basic AI assessment, SMBs will explore more sophisticated applications, such as automating complex business processes using AI and machine learning. They will leverage AI to deliver personalized customer experiences and recommendations. Furthermore, predictive analytics will empower SMBs to forecast trends and make data-driven decisions.