In a year defined by transformation, Lexmark has found itself at the centre of one of the industry’s biggest headlines – its acquisition by Xerox. For a business already known for its innovation in managed print services and commitment to sustainability, this marks the beginning of an exciting new chapter.
Far from slowing down, Lexmark is doubling down, investing in cloud-enabled solutions, IoT capabilities, and digital transformation services designed to help retailers streamline operations, cut costs, and meet sustainability goals head-on. With a 100 per cent contract renewal rate in the UK grocery sector and major deployments underway, momentum is clearly building.
Retail Gazette sat down with Steven Burford, enterprise sales director UK and Ireland at Lexmark, to discuss what the Xerox deal means for retailers, where Lexmark is focusing its energy next, and how managed print continues to drive measurable value in a digital-first retail world.
Q: Tell me about Lexmark right now. Where is the organisation, and what are you focusing on?
As you may have seen, Lexmark has recently been acquired by Xerox, which is an exciting development for us. It opens new opportunities to expand our capabilities and offer even more value to our clients.‘s
Right now, our core focus remains firmly on delivering real value to our clients. We continue to lead in managed print services while investing heavily in supporting clients’ digitisation journeys, — from cloud capture and data analytics to digital shelf-edge labelling solutions.
Sustainability and corporate responsibility are also central to our strategy. We work closely with clients to support their environmental goals through both our devices and services.
We had a strong attendance at the Retail Technology Show in London this year, with really positive feedback on our offering and approach, which shows we’re on the right path. We’re also looking forward to attending again in 2026.
It’s been a strong year, especially in the UK grocery retail sector, where we’ve achieved 100% contract renewals and are in the middle of several large-scale deployments. So, there’s real momentum right now.
Q: Of course, Lexmark has just become part of Xerox. Very exciting times. From a retailer’s point of view, why should that matter? What changes, if any, will they notice?
It’s definitely an exciting time for both Lexmark and Xerox. From a retailer’s perspective, this is great news. Uniting our complementary portfolios and deepening our capabilities, we’re excited to deliver innovative, end-to-end solutions that continue to drive success for our clients
Lexmark is already recognised as a leader in managed print services in the UK retail sector. The acquisition by Xerox broadens what we can offer. Xerox brings a wider portfolio of services, including production print and IT services, that weren’t traditionally part of Lexmark’s scope. This means we can now provide more comprehensive solutions and add even greater value for clients.
In terms of changes, clients can expect continuity and consistency. The high level of service Lexmark is known for will remain, but now with enhanced capabilities.
Q: Lexmark has long been established in the managed print space, especially in UK grocery and supermarket retail. What are the biggest pain points retailers are bringing to you right now, and how are you addressing them?
One of the biggest challenges we hear about is the transition from traditional, often manual, paper-based workflows to more streamlined, digital processes. This is particularly clear in store operations where there is a growing need to simplify and automate tasks.
Our role is to partner with clients throughout that transformation. We start by identifying bottlenecks, co-develop solutions, and then support implementation and ongoing service with a dedicated team. It’s a collaborative process focused on delivering reliable, long-term value.
What sets us apart is our commitment to the long game. It’s not just about providing devices; it’s about making sure our solutions are sustainable, scalable, and supported. That’s where clients see the greatest return.
Q: Margins in retail are tighter than ever. Where do you actually see managed print making a measurable difference to costs on the shop floor?
This is something we’ve seen over many years. Over the past 25 years, Lexmark has worked closely with some of the biggest retailers in the UK and globally. We’ve built managed print services designed to scale and adapt during the life of a contract. That flexibility means retailers can make changes without facing financial penalties, which is key as they progress along their digital journey.
One of the biggest cost-saving areas is hardware longevity. Lexmark devices are built to last seven or more years. We follow an approach we call Smart Refresh, only replacing hardware when it’s truly necessary. If the device is still performing well and within service levels, we continue to support it. This helps clients get the most from their initial investment.
We also have a continuous improvement programme that uses data and analytics to identify opportunities for savings, like spotting underused devices, inefficient workflows, or reducing unnecessary printing. We don’t just hand over the data; we work with clients to decide which changes make sense, implement them together, and then measure the results. This way, clients clearly see the impact and cost benefit.
It’s a very collaborative process focused on driving costs down without disrupting store operations.
Q: Retailers talk a lot about “eliminating IT burden” but what does that really mean in practice, when it comes to printers and devices?
For us, eliminating IT burden means taking the hassle off internal IT teams. With Lexmark’s IoT-enabled devices and cloud-native services, we can monitor and support printers remotely, often fixing issues before anyone notices a problem.
This keeps devices running smoothly, reduces downtime on the shop floor, and frees up IT teams to focus on higher-value priorities instead of print-related admin.
Q: Security is increasingly a boardroom issue. What kind of threats are retailers facing through their print and device networks that they might not even realise exist?
Security is absolutely top of mind for our clients, and rightly so. Retailers often don’t realise that printers and multifunction devices are connected endpoints just like laptops or mobile devices, and that means they can be targeted by cyber threats.
We’ve seen examples in the industry where unsecured print networks were used as entry points for wider attacks. That could be anything from unauthorised access to sensitive documents to malicious code moving through the network.
At Lexmark, we take a zero-trust approach to print security. All of our devices are built with security in mind from the ground up, from firmware integrity checks and secure boot processes to encrypted data transmission. And with our Global IoT System, we can monitor devices in real time, apply updates remotely, and flag anything unusual before it becomes a risk.
The key is helping retailers protect their data without adding complexity. Security should be built in, not bolted on, and that’s exactly how we approach it.
Q: The move into cloud and IoT sounds transformational, but retailers are wary of buzzwords. Can you explain what that shift genuinely looks like in a store environment? What does it actually mean for retailers?
In a store environment, it means being able to scale print services up or down based on real-time usage, giving retailers more flexibility. It also means removing local infrastructure like print servers, which saves money and reduces complexity.
Because the print infrastructure is managed and updated by Lexmark, the burden on internal IT teams is significantly reduced. So, it’s not just about adopting new technology; it makes day-to-day operations simpler and more efficient.
Q: Sustainability is often framed as a nice-to-have, but regulation and consumer expectation are making it non-negotiable. Where do you see the biggest sustainability wins in your area?
Sustainability is a top priority for many retailers now, and it’s something that has been our core responsibility for over three decades. Because we design our own technology, we’re able to manage the entire lifecycle from manufacturing to reuse and recycling. Our devices contain some of the highest levels of post-consumer recycled (PCR) plastics in the industry, more than four times the industry average, with up to 73 per cent% PCR content in our latest printers. Our cartridge return program, available in over 60 countries, ensures that returned cartridges are either reused or responsibly recycled, keeping them out of the waste stream.
We also offer a carbon offset program that supports tree planting to help balance out print usage. In support of the United Nations Sustainable Development Goals, all of this is backed by real-time reporting, making it easy for retailers to track their impact and feed it straight into their own CSR reporting. It’s practical, measurable, and aligned with what both regulators and clients expect today.
Q: Store associates already juggle dozens of tasks daily. How can managed print services help free up their time in a way that actually improves the customer experience?
Managed print helps take the day-to-day pressure off store staff. Installations are low-impact and designed to avoid disrupting store operations.
Once devices are installed, proactive and predictive monitoring allows us to identify and address many issues before the store is even aware there’s a problem. A significant number of fixes can be carried out remotely, reducing the need for on-site visits. While some service actions may still be required, they are fewer and more targeted, helping to minimise disruption and keep operations running smoothly.
Devices also send proactive notifications for things like low toner, and consumables are automatically delivered before they run out. This reduces the time staff spend managing printers, letting them focus on helping their clients.
Q: We hear a lot about predictive support and analytics, but how far are retailers really using that data today? Are most still scratching the surface?
Many retailers are still in the early stages of using predictive support and analytics, but this is changing rapidly. As they begin to experience the benefits, such as reduced downtime, fewer disruptions, and lower support costs, predictive support is becoming an expectation rather than a nice-to-have.
An important part of this shift is proactive communication at the device level. Clear on-screen messages, such as notifications that a service action has been raised or a toner has already been ordered, help prevent store colleagues from repeating tasks unnecessarily, saving both time and effort.
The data is there, and when used properly, it can make a big difference. We’re seeing more retailers wanting deeper insights, not just to fix problems faster but to prevent them. So, while some are still scratching the surface, the shift toward smarter data use is definitely underway.
Q: Looking ahead, what do you think the biggest shift in print and document management will be for retailers over the next five years, and more importantly, how should they prepare now?
At Lexmark, we see a few major shifts coming. The integration of print with Electronic Point of Sale systems will become more important as retailers look for seamless, connected solutions that streamline checkout and back-office processes.
We also expect smarter use of colour printing in stores, cutting back on colour where it isn’t needed to save costs, while expanding colour for shelf-edge labels that improve client experience and product visibility.
The move to cloud infrastructure will keep accelerating, offering scalable print environments that reduce IT complexity and burden. By managing and updating print infrastructure remotely, we help free up IT teams to focus on higher-value tasks.
Sustainability will remain a top priority, and Lexmark is committed to supporting this through responsible manufacturing, high recycled content in devices, cartridge recycling programmes, and carbon offset initiatives.
To prepare, we advise retailers to partner with providers like Lexmark who already deliver in these areas, allowing for a smooth transition that aligns with business goals without disrupting daily operations.
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