The UK Study
The UK Study
Communicating with Customers Through Digital Transformation:
Digital Transformation Through the Lens
of Customer Communications
Let’s be clear: Print and mail have become a smaller part of the customer communications ecosystem. If you’re not asking yourself how print service providers (PSPs), platforms, economics, and operating models must evolve, your bottom line is evaporating.
Let’s be clear: Print and mail have become a smaller part of the customer communications ecosystem. If you’re not asking yourself how print service providers (PSPs), platforms, economics, and operating models must evolve, your bottom line is evaporating.
The UK is a melting pot. Progressive mindset. The digital transformation (DX) that’s happened there can be instructive to the United States as well as the rest of the world.
Think consolidation, PSP journey, the future of regulated communications. I’m bringing all this together in a study that details the reshaping of the customer communications market in this important country. Broadly speaking, print will survive, but digital first will move the default, and the market will reorganize.
Customer communications is the hook. DX is the story. FutureCCM for all.
The question is not whether print and mail disappear. The better question is how many print service providers will be needed to serve the market that remains.
Print and mail are not going away, at least not in the foreseeable future. But the customer communications market is changing. As print becomes a smaller, more selective, more expensive, and more specialized part of a broader regulated communications ecosystem, the market begins to reorganize. Print survives. The default moves. The market reorganizes.
That is the core premise behind the TreelinePress UK Market Study.
TreelinePress is launching an independent market study examining how digital transformation has reshaped the UK customer communications market over the past 10 to 15 years, and what that may signal for the U.S. and other regulated markets. Customer communications are the lens. Digital transformation is the story.
The TreelinePress UK Market Study explores how digital transformation has reshaped the customer communications industry over the past 10–15 years. Rather than asking whether print will disappear, the study examines how the market is evolving as print becomes a more specialized part of a broader digital communications ecosystem—and what that may mean for the future of the industry.
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Why the UK?
Why the UK?
TThe UK offers a preview of how customer communications markets evolve when factors such as rising postal costs, digital adoption, regulation, sustainability initiatives, and industry consolidation converge. Over the past 10–15 years, the number of print service providers has shrunk significantly through acquisitions, consolidation, and business model shifts. Rather than examining whether print disappears, this study explores how the market restructures around the print volume that remains—identifying which providers adapted, consolidated, evolved their offerings, or exited the market, and how enterprise buying behavior and market value shifted as a result.
Momentum is created when many things begin moving in the same direction. That’s what the UK has achieved with customer communications and digital transformation. Over the past 15 years, the market has experienced significant consolidation and PSP repositioning:
Some companies have been acquired, absorbed, narrowed their focus, or exited the market altogether
Other organizations have expanded into data, software, workflow, compliance, and managed services
The convergence of economics, digital adoption, regulation, customer behavior, and capital markets is real
How the restructuring occurred and what the enterprise response was like are big pieces. Where the market value has moved is even more beneficial to you.
Print isn’t going away. But now is the time to understand what remains after print stops organizing customer communications by default.
Momentum is created when many things begin moving in the same direction. That’s what the UK has achieved with customer communications and digital transformation. Over the past 15 years, the market has experienced significant consolidation and PSP repositioning:
Some companies have been acquired, absorbed, narrowed their focus, or exited the market altogether
Other organizations have expanded into data, software, workflow, compliance, and managed services
The convergence of economics, digital adoption, regulation, customer behavior, and capital markets is real
How the restructuring occurred and what the enterprise response was like are big pieces. Where the market value has moved is even more beneficial to you.
Print isn’t going away. But now is the time to understand what remains after print stops organizing customer communications by default.
What's Being Examined?
What's Being
Examined?
What's Being
Examined?
This study examines how the UK customer communications market has evolved since 2010, focusing on consolidation, postal cost increases, digital adoption, modernization efforts, regulatory requirements, sustainability, AI, and the changing role of print in regulated communications.
The research explores how providers, platforms, business models, and economics adapt as organizations move from a print-first approach to a broader, multi-channel communications strategy. It also considers what lessons the UK market may offer U.S. print, mail, CCM, CX, and digital transformation leaders facing similar industry pressures.
For a topic this diverse, and by looking at 15 years of strategy and execution, there’s plenty of ground to cover:
Provider consolidation and market restructuring
Postal economics and declining print volumes
Digital adoption and enterprise modernization
Private equity, investment, and ownership change
Regulation, compliance, accessibility, and accountability
Sustainability and evolving customer expectations
Data, workflow, archive, orchestration, and artificial intelligence (AI)
The movement of value from output toward infrastructure
For U.S. print, mail, CCM, CX, workflow, and DX leaders, the UK may offer a unique
view of the structural process now developing in the American market.
What are your pain points? Where do you need help?
For a topic this diverse, and by looking at 15 years of strategy and execution, there’s plenty of ground to cover:
Provider consolidation and market restructuring
Postal economics and declining print volumes
Digital adoption and enterprise modernization
Private equity, investment, and ownership change
Regulation, compliance, accessibility, and accountability
Sustainability and evolving customer expectations
Data, workflow, archive, orchestration, and artificial intelligence (AI)
The movement of value from output toward infrastructure
For U.S. print, mail, CCM, CX, workflow, and DX leaders, the UK may offer a unique
view of the structural process now developing in the American market.
What are your pain points? Where do you need help?
Take the Trip
Take the Trip
This isn’t some project that will disappear for months, only to return as the final report. Not at all. I’ll be sharing my learnings as I go on the TreelinePress Substack and the
Above the Treeline podcast (both free). Here’s where the intelligence comes from:
Conversations and observations from the field
Research and email briefings
Private sponsor events
Articles and market analysis
Video interviews with industry colleagues
The study will establish a baseline for future research in other geographies. I plan to publish it in Q1 2027, after early access and private briefings for sponsors.
Join the action. Working together makes the difference.
This isn’t some project that will disappear for months, only to return as the final report. Not at all. I’ll be sharing my learnings as I go on the TreelinePress Substack and the
Above the Treeline podcast (both free). Here’s where the intelligence comes from:
Conversations and observations from the field
Research and email briefings
Private sponsor events
Articles and market analysis
Video interviews with industry colleagues
The study will establish a baseline for future research in other geographies. I plan to publish it in Q1 2027, after early access and private briefings for sponsors. Join the action. Working together makes the difference.
Sponsor the Study
The value you bring to projects like this have more meaning than simply putting your logo on the final report.
Gain the opportunity to build and demonstrate your thought leadership by aligning with independent research. Contribute perspective to industry conversations. Participate in content that shapes how the market understands its own transformation.
Here’s your chance. Sponsorships are tiered:
Founding Sponsor (1)
The highest level of association with the study, including prominent visibility across research coverage, podcast activity, executive briefings, and the final report.
Strategic Study Sponsor (Limited)
Ongoing visibility across selected project content, research updates, briefings, and final report recognition.
Supporting Research Sponsor (Limited)
Study-page and final-report recognition, project association, early access to selected findings, and participation in a group sponsor briefing.
Depending on sponsorship level, that association may extend to include:
Early access to findings
Private executive briefings
Recognition across project content
Approved use of findings for client education and thought leadership
Opportunities to participate in selected research conversations
Category exclusivity
Sponsor the Study!
Join the Study!
In Good Company
TreelinePress captures where the market is going, where traditional CCM becomes legacy and strategic customer communication moves to the center of the experience. The traditional CCM ecosystem will have to work and design this New Frontier.
Henry Dura
Former CEO, Quadient
No agenda. No spin. TreelinePress delivers a clear view of the CCM market—and what it means for the future of print.
Didier Rouillard
Co-Founder, DNOW!
As customer communications shifts toward digital-first models, TreelinePress helps clarify what that transformation really means for the industry.
Nick Keegan
CEO Mail Metrics
As an India-based company, we needed help translating our opportunity for the U.S. market. Andy and TreelinePress helped us connect with how the market actually thinks about transformation.
Amit Sawhney
CEO, FCI CCM
TreelinePress isn’t trying to replace what other analysts or providers do. Their work elevates traditional analyst work, making it more visible and easier to understand by interpreting what’s happening across the market.
Leigh Segall
CEO, Smart Communications
This isn’t some project that will disappear for months, only to return as the final report. Not at all. I’ll be sharing my learnings as I go on the TreelinePress Substack and the
Above the Treeline podcast (both free). Here’s where the intelligence comes from:
Conversations and observations from the field
Research and email briefings
Private sponsor events
Articles and market analysis
Video interviews with industry colleagues
The study will establish a baseline for future research in other geographies. I plan to publish it in Q1 2027, after early access and private briefings for sponsors. Join the action. Working together makes the difference.
This isn’t some project that will disappear for months, only to return as the final report. Not at all. I’ll be sharing my learnings as I go on the TreelinePress Substack and the
Above the Treeline podcast (both free). Here’s where the intelligence comes from:
Conversations and observations from the field
Research and email briefings
Private sponsor events
Articles and market analysis
Video interviews with industry colleagues
The study will establish a baseline for future research in other geographies. I plan to publish it in Q1 2027, after early access and private briefings for sponsors. Join the action. Working together makes the difference.
