For years, leadership bred a "we’ve always done it this way" culture. Clueless managers stifled ambitious people, leaving staff sitting around waiting for redundancy.
That arrogance bled into customer service: charging clients top dollar for 8-hour response times and expecting them to fix their own machines, all while buying good companies just to run them into the ground.
Leadership blamed COVID, supply chains, and a "dying" print and IT market everything except themselves. Yet competitors in those exact sectors are thriving at Xerox’s expense.
The only things dying are the share price and the company. It could have been so different.