September 2026 Community Update | cXm Professionals Newsletter

Sep 14, 2026cXm Pros Newsletter

cXm Professionals Industry Newsletter and EDP Community Update

President’s Message

September is shaping up to be an exciting month for the cXm Professionals community.
  
In this month’s featured article, we explore what happens when someone challenges an accepted practice and asks whether there is a better way. This theme is especially fitting as we recognize the recipients of our 2026 CXMPA Industry Awards.
  
Innovation worthy of recognition doesn’t always mean invention. It can be a new technology, but it can also be a new application of technology, an operating model, a production approach, an implementation strategy, or a combination of people, process, and technology that produces a meaningfully better result.
  
That is what I appreciate about this year’s Technology of the Year and Solution of the Year recipients. Each offers our industry tangible lessons. This month, we have the opportunity to go beyond announcing the awards and to hear the real-world stories and case studies behind the work during our Industry Awards Showcases on September 15 and 17.
  
Then, on September 24, we bring the conversation to Las Vegas for a full day of cXm Professionals education at PRINTING United Expo. Our speakers, panelists, Educational Partners, and sponsors have put together a program covering customer communications technology, production operations, careers, print and digital experiences, AI, postal strategy, and more.
  
For me, that is what makes September particularly meaningful. We are not only recognizing good work but also creating opportunities for practitioners, technology providers, service providers, and industry leaders to learn from one another and bring those ideas back to their organizations.
  
Congratulations to this year’s award recipients, and thank you to everyone who contributed their time, expertise, and ideas to this month’s programs. I look forward to seeing many of you online during the Awards Showcases and in Las Vegas at PRINTING United.
Advancing CCM and CXM together,
Scott Mulkey, M-EDP
Founder & President

Industry Perspective

The Next Industry Best Practice May Start Inside Your Organization

Industries move forward because someone is willing to ask a question that can be surprisingly difficult to ask. What if there is a better way?

Every industry develops established ways of working. Processes mature. Technologies become embedded. Teams build expertise around them. What once represented innovation eventually becomes standard practice, and standard practice has tremendous value.

But it can also become comfortable.

Over time, “this is how we do it” can quietly become “this is how it has to be done.” Workarounds become processes. Resource-intensive tasks become accepted costs of doing business. Implementation timelines that once seemed reasonable become expectations. And sometimes we become so good at managing around a problem that we stop recognizing it as a problem at all.

That is why our industry needs creative thinkers and problem solvers who are willing to look at something that has worked for years and still ask whether it can work better.

Continue reading to explore how leaders can:

  • Recognize patterns that signal opportunities for improvement
  • Challenge “how we’ve always done it” without dismissing what works
  • Empower people closest to the work to bring forward better ideas
  • Turn promising ideas into repeatable practices and industry differentiation
2026 Educational Series [ VIRTUAL EVENT ] Monday, August 24 at 3 PM Eastern

Two Days. Real-World Case Studies. Industry-Recognized Innovation.

Virtual Event • SEPTEMBER 15 & 17 • 2–3 PM ET

Join cXm Professionals as we recognize this year’s Technology of the Year and Solution of the Year recipients and hear directly from the organizations behind the recognized technologies and implementations.

Across two virtual showcases, award recipients will share the real-world stories behind their recognition, including the business or industry challenge, their approach, the technologies involved, and the results achieved.

Tuesday, September 15 | 2–3 PM ET
🏆 Technology of the Year Showcase

Winner: Crawford Technologies — IntelliMerge PRO
Honorable Mention: BlueCrest — Strata Output Manager

Thursday, September 17 | 2–3 PM ET
🏆 Solution of the Year Showcase

Winner: BlueCrest & Renkim — Transforming Production Efficiency with Roll Printing
Honorable Mention: Solimar Systems, Compu-Mail & Hansen360 — Going 6×9: The Intelligent & AI Way

One registration includes access to both virtual showcases.

Continue the Learning with cXm Professionals

Live events are just the beginning of ongoing learning.
Membership includes on-demand access to event recordings, plus exclusive educational content, community discussions, and resources designed for customer communications and cXm Professionals.

Industry News & Insights

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