We thought it would be insightful to circle back with five of The Cannata Report’s past Young Influencers to see where they are now and get their takes on the state of office tech heading into summertime. I asked them about artificial intelligence (AI) and digital transformation (DX), among other topics. Two of our former Young Influencers represent large dealerships, two are at OEMs, and one works on the channel side of a business automation platform focused on managed service providers (MSPs):
- Patrick Flesch (top left), President & CEO of Gordon Flesch Company (Madison, Wisconsin)
- Mike Lepper (center), CEO & Partner of Impact Networking, LLC (Lake Forest, Illinois)
- Maegan Lujan (top right), Director of Solutions & Services at Toshiba America Business Solutions
- Jenna Miner (lower left), Channel Development Manager at ConnectWise
- Dino Pagliarello (lower right), Vice President of Product Management and Production Print at Sharp Imaging & Information Company of America
“We’re at a critical inflection point in the office technology industry—one that demands a redefinition of value across every layer of the business,” pointed out Lujan of Toshiba. “Since being featured by The Cannata Report as a Young Influencer in 2016, I’ve had the unique vantage point of growing up in this space. I’ve witnessed its evolution from traditional, physical office environments to cloud-first ecosystems, navigating hybrid workforces, shifting labor dynamics, and rising cybersecurity threats,” she continued. “Today, we’re not on the other side of disruption—we’re right in the middle of it.”
“This is more than a wave of change—it’s a change in thinking,” Lujan observed. “Customers no longer want just hardware; they want strategic partners who understand their challenges and evolve with them. At Toshiba, we’re embracing this shift with intention,” she added. “We’ve recently launched two AI-powered solutions—Elevate Sky Translate and Elevate Sky Workflow—to help customers work smarter and more securely. And we’re doing it with a strong commitment to responsible AI: ensuring privacy, data protection, and ethical use of third-party models.”
Sharp’s Pagliarello agrees. “As we move into the latter half of 2025, the office tech industry finds itself at a crossroads,” he noted. “It is stabilizing after years of disruption marked by inventory backlogs and global challenges, yet there is an opportunity for significant transformation and diversification … Businesses that adapt proactively to these changes are positioned to thrive.”
Pagliarello identified some challenges and opportunities:
- Challenge -Hybrid work models have redefined operational norms, encouraging businesses to rethink traditional infrastructures.
- Challenge – Declining page volumes signal a shift away from paper-centric workflows, driving demand for digital solutions.
- Opportunity – AI integration is reshaping processes across the spectrum, from predictive analytics to enhanced customer experiences.
Meanwhile, industry consolidation is looming, Pagliarello acknowledged, “creating uncertainty within the dealer community about what manufacturer will be around for the long term. Tariffs remain an underlying factor, significantly influencing supply chains and pricing strategies.”
What’s your overall assessment of the office tech industry as we enter the second half of 2025?
P. Flesch: At the moment, it seems everything is dominated by tariffs, which is causing uncertainty in the market. However, we’ve received some good news related to the United Kingdom and China. It’s great to see these developments and we are hoping the trend continues, particularly in Asia. Despite the uncertainty we are still seeing strong sales activity, so that has been a positive for us at Gordon Flesch Co.
M. Lepper: The industry definitely hasn’t come to a full stop, but there’s still a lot of uncertainty. There have been a lot of market forces affecting the industry that are beyond any one business’ control. The companies that are doing the best and finding opportunity in the chaos are the ones most easily able to pivot. Whether it’s supply chain issues, higher prices, or anything else, changes have been coming quickly over the past few months, so it’s proven crucial to adapt quickly and move forward confidently, putting clients at ease, rather than relying on outdated processes.
J. Miner: As ConnectWise moves into the second half of 2025, I’m incredibly optimistic about the future of our channel. We’re seeing a bold and deliberate shift as office technology dealers diversify into new lines of business. Historically, this industry has adapted under pressure, from economic forces to innovation and the long-looming decline of print. But today, that adaptation feels more proactive than reactive. Dealers are leaning into transformation through AI, cybersecurity, and broader software and technology advancements. What excites me even more is the growing presence of young leaders within these organizations. We’re witnessing a powerful convergence with seasoned owners and emerging talent coming together with shared vision and energy to drive aggressive, strategic growth.
What is your latest take on how AI is changing the channel?
M. Lepper: The industry is realizing that AI offers much more than transactional capabilities. The people who see the most benefit don’t look at it as a replacement for employees, they see it as an amplifier and even an additional teammate that can make complex tasks much easier.
Already, Impact Networking has seen millions of dollars in ROI from our AI initiatives, not to mention thousands of hours saved for our team. Soon, there’s going to be a gap between the businesses that never invested in AI and those that trained their AI to think about problems the same way they do, strategically implemented AI into processes using a problem-first approach, and created thoughtful AI policies that solve real challenges. When that happens, the businesses that didn’t invest are going to have a much harder time catching up.
M. Lujan: AI is fundamentally reshaping the channel, from how we deliver value to how we operate internally. It’s not just about automation; it’s about augmentation. AI helps us streamline workflows, personalize customer experiences, and unlock new service models. For dealers, this means moving beyond transactional sales to become transformation partners. The ones who embrace AI as a strategic enabler will lead the next era of growth.
At Toshiba, we’re taking a thoughtful approach to AI integration. We’re not just embedding it into our products—we’re building a framework that ensures ethical use, transparency, and security. Our recent AI launches are just the beginning. We’re focused on creating tools that solve today’s problems as well as scale tomorrow’s opportunities.
J. Miner: The early days were slow with minimal adoption, minimal change, and a largely hands-off mindset. But now? It’s a whole different story. We’re seeing dealerships fully embrace AI by rebranding campaigns, refreshing websites and social content, and scaling with tools like chatbots, video messaging, and process automation. It may have taken us a minute to find our stride, but now we’re in full gear—and gaining speed.
My opinion, if you aren’t in the AI game? Start small. Be intentional. Put smart policies in place to protect your people, your business, and your data. And if you’re unsure where to begin, lean on your network—trusted advisors, peers, and industry experts are just a conversation away.
P. Flesch: I believe we still have a lot to learn about AI before fully leveraging the capabilities across multiple areas of the dealership. I see a practical application for us in the aftermarket/service silo of the business. Utilizing predictive analytics to streamline our service delivery, toner refresh tools, and many others. On the managed IT services side, I see AI playing a role in a potential go-to-market strategy to consult our clients on how to structure their data in order to leverage AI tools. And, of course, simply selling the Microsoft Pilot licenses themselves.
D. Pagliarello: AI is changing the game in many ways. A couple of supporting thoughts from a product perspective:
- Predictive maintenance: I think this is one of the most valuable AI game-changers because it allows dealers to be more efficient when it comes to managing their customers’ service needs, and their own inventory costs. This ultimately minimizes down time for the customer, which creates a better relationship with the dealer.
- Smart job routing and document classification is a great way to help customers be more efficient and allow for more efficient scanning and document workflow.
- OCR/Redaction is great for legal and healthcare environments, once again for efficiencies.
Generally speaking, how is the Digital Transformation (DX) progressing among your client base?
J. Miner: Just five years ago, companies like ConnectWise were leading the charge into digital transformation, often dragging clients along, ready or not.Today, the dynamic has shifted. We’re moving forward together, listening, learning, adapting, engineering, and integrating side by side. We’ve entered an exciting new era where it’s no longerjust about solving problems. It’s about solving for people. And that changes everything.
P. Flesch: The digital transformation conversion is a real thing and the adoption of it is across the board amongst our markets. Some organizations are leaning in heavily while others are dragging a bit. We are viewing both approaches as opportunities but for different reasons. That said, we are still seeing a steady return to the office in our footprint which is always good for our industry.
M. Lepper: Impact’s clients are focused on the transformation of their whole business to achieve long-term goals, so they embrace digital transformation as part of that. They understand that DX is an ongoing process, it can’t be considered ‘done’ because there are always new and exciting innovations to consider, so really what they’re embracing is the way of thinking about tech and their roadmap for the future rather than implementing any one new system.
M. Lujan: Digital transformation is accelerating, but it’s not one-size-fits-all. Some clients are still modernizing legacy systems, while others are scaling enterprise-wide automation. What’s consistent is the need for flexibility and guidance. Our role is to meet clients where they are—whether that’s helping them digitize paper-based workflows or integrating AI into their operations.
We’re seeing strong momentum in cloud-based document management, secure print, and intelligent workflow solutions. Clients are no longer asking “Why DX?”—they’re asking, “How fast can we get there?” That’s where Toshiba’s solutions, like our Elevate Sky platform, come in. We’re helping organizations move from complexity to clarity, with tools that are intuitive, scalable, and built for the hybrid workplace.
D. Pagliarello: Digital transformation is accelerating but remains ‘uneven’ in 2025. Many clients talk about DX, but the reality is mixed. We have seen DX strong in specific vertical markets, such as education and healthcare. That is because we are seeing more practical parts of the workflow being digitized. Some examples:
- Digital records
- Cloud faxing
- Secure document routing
- Workflow tied to specific compliance, such as HIPAA for example
We are seeing a slower adoption in verticals such as legal and government, since those verticals tend to hold on to their legacy systems. Government funding and security mandates are pushing this, but it hasn’t progressed as fast as [in] education and healthcare.
Are there any new social media/marketing trends for dealerships to consider?
M. Lepper: It’s not a trend, per se, but having a classic and comprehensive marketing strategy is more important than ever as people keep using AI to answer questions. What is your business’ positioning? What do you have to offer that your audience needs? How well do you know your audience and where they spend their time? Do you have a consistent, memorable brand?
The days of people searching something informational and finding your business are coming to an end, but people still need your distinct perspective on the market and how their everyday work can be easier. Investing in true thought leadership, challenging your audience by presenting new ideas that your competitors can’t copy, and spreading it to the channels where they spend time is how you stick in their brain and become the top choice when they’re ready to buy.
D. Pagliarello: Video is absolutely the dominating new social media/marketing trend. The best successes are in a short, 30-second reel that gets a specific point across, such as a service tip, feature demo or client testimonial. From a dealer perspective, it is important to utilize social media to position themselves as thought leaders and experts, verses only a service provider. This can help build trust within their client base.
One thing I recently learned is that people want to hear from other people, not a company. So, it is better if an individual within a dealer or manufacturer be that thought leader, versus the company making a specific claim. Creating trust advisors based on an individual personality goes a long way.
M. Lujan: The most effective marketing today is authentic, agile, and human. We’re seeing a rise in micro-content—short, value-driven posts that speak directly to niche audiences. Video remains dominant, but what’s new is the emphasis on behind-the-scenes storytelling and thought leadership from within the organization.
One of the most powerful trends is the rise of personal branding. Resellers empowering their teams to be visible online are building trust and driving engagement. At Toshiba, we’re coaching our partners on how to humanize their brand—because in a crowded digital space, people connect with people, not logos.
I’ve seen firsthand how cultivating a strong, consistent presence on platforms like LinkedIn can amplify both your voice and your entire organization’s reach. I’ve shared my own journey in workshops at Chapman University and through Toshiba’s Women’s Network, as well as in global webinars, where I teach others how to align their personal brand with their professional goals. I believe that when people show up as themselves online, they create real influence. If you’re looking for inspiration or tactical tips, I invite you to follow me on LinkedIn, where I regularly share insights on branding, leadership, and building a career with intention.
P. Flesch: I’m not sure about other dealerships but we continue to lean into an inbound marketing strategy through Hubspot. It has been effective for us and driven strong net-new sales activity. And, as we have been for years, we leverage LinkedIn, among other platforms, to share company news, announce events, publish content, etc.
J. Miner: Younger generations are already leaning in, embracing AI as a tool for efficiency and empathy. Don’t shy away from exploring chatbots, automated DMs, or AI-powered sentiment analysis. These tools help you scale without losing the human touch. Stronger experiences lead to stronger loyalty. Work smarter. Let AI be your assistant—not your replacement.
We also asked these five, past young influencers to describe their visions for the future:
P. Flesch: It seems that a normal business climate has eluded this industry for years running, but we simply continue to trust our current values and stick to our process. We will navigate the current obstacles just like we have in the past and continue to strive to be the leading office technology provider in the Midwest.
M. Lepper: Impact’s vision for the future is bright! While there’s upheaval and change in the market today, it’s also easier than ever for businesses of all sizes to access the systems they need to compete on their most innovative ideas rather than being dominated by the companies with the most resources.
There is truly endless opportunity for growth out there for the businesses that are bold enough to streamline their processes and focus on their most meaningful goals. This isn’t the time to pull back, this this the time to move forward and invest in your systems and your brand. The ones that do, especially when the market calms down, will be the clear frontrunners in their industry.
M. Lujan: Toshiba is committed to being more than a print provider—we’re a transformation partner. Our vision is to empower organizations to work smarter, securely and more sustainably. We’re investing in AI, cloud, and service-led models that align with how businesses operate today.
Our focus is on outcomes: reducing costs and improving workflows while enabling growth responsibly. Whether it’s through ethical AI practices or sustainable innovation, we’re building a future that’s efficient, equitable and enduring.
J. Miner: Under the leadership of CEO Manny Rivelo, ConnectWise is committed to continuous innovation and aligning its offerings with the evolving needs of MSPs. We are aggressively focused on a partner-first approach, aiming to deliver solutions that help organizations run, grow, and transform their businesses effectively. We are grateful to have a space within this channel and remain dedicated to meeting the needs of the office technology dealer.
D. Pagliarello: Sharp’s vision for the future is clear. Over the past five years, the organization has proven successful in even the most challenging times. Sharp has built a strong foundation for growth by not only continuing to invest in its core technologies but also investing in products that continue to diversify the company and organization, with significant investments in both the AV space (through the Sharp and NEC joint venture), as well as the computer products category (through the Dynabook acquisition). Sharp intends to be around for its dealers and customers for the long term even during this time of uncertainty, which goes a long way.
In conclusion …
Pagliarello offered a summary of the overall state of the industry: “The bottom line,” said the Sharp executive, “is that the industry is starting to stabilize after years of disruption, but still has major shifts due to hybrid work, declining page volumes, AI integration, consolidation and, last but not least, tariffs.”
