CXMPA at PRINTING United 2026
Educational ProgramSeptember 24, 2026 • Room N120 • Las Vegas
About the Educational Program
The cXm Professionals Association educational program at PRINTING United Expo 2026 brings together industry practitioners, technology providers, and enterprise leaders for a full day of practical education focused on the evolving print, mail, and customer communications industry.
Sessions explore business growth, workflow modernization, AI, USPS strategy, customer communications, and executive leadership while providing attendees with practical ideas they can apply within their own organizations.
Educational Schedule
9:00 AM
Growing Your Print & Mail Business: What Leading Print & Mail Operations Do Differently
Presented by cXm Professionals Association
Moderator:
- Scott Mulkey, cXm Professionals Association
Panelists:
- Pat McGrew, McGrewGroup
- Joanne Gore, Joanne Gore Communications
- Buddy Perry, BlueCrest
10:00 AM
Expanding the Value of Print & Mail Operations Through Customer Communication Services
Presented by
Moderator:
- Ernie Crawford, Crawford Technologies
11:00 AM
Modern Mail Operations: From Workflow Efficiency to Strategic Advantage
Presented by
Moderator:
- Buddy Perry, BlueCrest
12:00 PM
Building the Future Workforce: Career Paths in Print, Mail & Customer Communications
Moderator:
- Scott Mulkey, cXm Professionals Association
1:00 PM
Designing Customer Communications for Print & Digital
Moderator:
- Kevin McPherson, Quadient
2:00 PM
AI Is Everywhere. Where Is It Actually Working in CCM & Enterprise Print?
Presented by
Moderator:
- Mary Ann Rowan, Solimar Systems
3:00 PM
USPS Mail Insights with Glen Swyers & Executive Perspectives on Modern Print & Mail Operations
Speaker & Moderator:
- Glen Swyers, USPS Mailers Technical Advisory Committee (MTAC)
4:00 PM
Print, Mail & Customer Communications Innovations: Award-Winning Technologies, Solutions & Case Studies
Hosted by cXm Professionals Association
- Joanne Gore
- Scott Mulkey
Session Details
Growing Your Print & Mail Business: What Leading Print & Mail Operations Do Differently
9:00 AM
Presented by cXm Professionals Association
Session Description: Price and print quality get you to the table, but they won’t keep you there. Today’s buyers judge their providers on something harder to copy: how well you run, how clearly you communicate, and how much confidence you inspire across the entire relationship.
This session unpacks what leading print and mail operations actually do differently. You’ll see how operational excellence becomes a business-development tool, why real-time production visibility and workflow dashboards turn anxious clients into loyal ones, and which operational metrics genuinely drive growth — versus the ones that just fill reports. We close with a candid executive panel on the forces reshaping print and mail, and where the real opportunities lie.
Expanding the Value of Print & Mail Operations Through Customer Communication Services
10:00 AM
Presented by
Session Description: Print and mail providers are being asked to deliver more than high-quality and high-volume output. Customers increasingly look to trusted partners for help with digital communications, compliance, accessibility, document modernization, and other value-added services that extend beyond traditional print production.
This panel explores practical ways organizations are expanding their service offerings, strengthening customer relationships, and creating new business opportunities by building on their existing capabilities. Industry experts will discuss how print and mail operations can evolve from production providers into broader customer communication partners while remaining grounded in the operational strengths that built their business.
Modern Mail Operations: From Workflow Efficiency to Strategic Advantage
11:00 AM
Presented by
Session Description: Every print and mail operation is under pressure to produce more, respond faster, and operate with fewer resources. The organizations pulling ahead aren’t simply improving production efficiency — they’re building connected operations that deliver greater visibility, stronger service performance, and a competitive advantage.
Join industry practitioners for a practical discussion on how modern print and mail operations are using workflow automation, connected workcells, and real-time production visibility to improve throughput, reduce manual intervention, and make better operational decisions. You’ll leave with practical ideas for strengthening day-to-day operations while preparing your organization for future growth.
Building the Future Workforce: Career Paths in Print, Mail & Customer Communications
12:00 PM
Session Description: Customer communications offers far more career opportunities than many professionals realize. Today’s industry includes careers in print production, mail operations, production management, workflow automation, customer communications management, software development, accessibility, artificial intelligence, data analytics, consulting, and customer experience.
Join industry leaders representing technology providers and service organizations for an interactive panel discussion exploring how careers are evolving, the skills employers value most, and how emerging technologies are creating new opportunities while reinforcing the continued importance of print and production operations. Whether you’re entering the workforce, expanding your skills, or developing tomorrow’s talent, this session offers practical insights into building a successful career in a rapidly evolving industry.
Designing Customer Communications for Print & Digital
1:00 PM
Session Description: Customer communications are no longer designed for a single output channel. Today’s organizations must create communications that work consistently across print, email, mobile, web experiences, archives, and emerging customer engagement channels while maintaining compliance, brand consistency, and operational efficiency.
Join industry practitioners for a practical discussion on how communication design is evolving beyond traditional document composition. Explore modern approaches to content management, composition, responsive communication design, template governance, personalization, accessibility, and omnichannel delivery that help organizations support both today’s print requirements and tomorrow’s digital experiences.
Whether you’re looking to expand beyond print, introduce digital communication services, or strengthen the value you provide to existing customers, this session will offer practical ideas for designing customer communications that support both traditional print and today’s growing mix of digital channels.
AI Is Everywhere. Where Is It Actually Working in CCM & Enterprise Print?
2:00 PM
Presented by
Session Description: Artificial intelligence is showing up everywhere, but separating real business value from industry hype has become increasingly difficult. For organizations responsible for customer communications, enterprise print, and mail operations, the challenge is applying AI without compromising governance, visibility, or compliance.
Join industry practitioners for a practical panel discussion exploring where AI is delivering measurable value today. Learn how organizations are applying AI to improve customer communications, production operations, workflow efficiency, and decision-making while maintaining trust in highly regulated environments. The session concludes with audience Q&A, giving attendees the opportunity to discuss their own AI opportunities and challenges with the panel.
You’ll leave with practical ideas for evaluating AI initiatives that improve efficiency, strengthen operations, and support modernization, without compromising accuracy, compliance, or customer confidence.
USPS Mail Insights with Glen Swyers & Executive Perspectives on Modern Print & Mail Operations
3:00 PM
Session Description: Print and mail operations are evolving faster than ever. As postal strategy, automation, digital engagement, and customer expectations continue to reshape the industry, executive leaders must rethink how their operations are structured, governed, and aligned with business objectives.
This executive leadership session opens with USPS Mail Insights from Glen Swyers, covering emerging industry trends, postal initiatives, and opportunities to leverage evolving USPS programs. The discussion then shifts to an executive panel exploring how leading organizations are modernizing print and mail operations through stronger governance, organizational alignment, operational visibility, and strategic leadership. The session concludes with audience Q&A.
Print, Mail & Customer Communications Innovations: Award-Winning Technologies, Solutions & Case Studies
4:00 PM
Session Description: The best ideas in print, mail, and customer communications rarely arrive as theory. They show up as working implementations that quietly transform operations. This session puts those wins on stage.
Join us as we honor the 2026 Technology of the Year, Solution of the Year, and Honorable Mention recipients, then go behind the awards to see how they did it. Through the presentations, hand-picked case studies, and candid industry insight, you’ll leave with emerging technologies worth watching, approaches that actually hold up in production, and ideas you can bring straight back to your own floor.
Whether you’re scouting new technology, planning your next implementation, or just looking for a spark, this is your chance to learn from proven innovators — and meet the people behind the work.