Regulated firms still need to offer customers a real choice of channel - not assume that digital has replaced paper by default.
Dave Reynolds is CEO of the Customer Communications and Lead Supply business lines for the UK, Ireland and Luxembourg region of Paragon.
On Sense of Identity, he explains how a business that began as a print production house now delivers an insight-driven blend of channels to thousands of customers each week - and why channel choice still matters in regulated sectors such as financial services.
Large customer communications providers sit at the point where preference, regulation, security, and scale meet. The practical question for readers in financial services and other regulated markets is how to keep post and digital working together without treating either channel as an afterthought.
From Print Production To Multi-Channel Customer Communications
Paragon evolved from a merger of 17 different businesses, including a company Dave Reynolds had built himself. He has worked in the sector for more than 30 years.
Today the group employs around 9,000 people across 64 sites in 15 countries, with turnover of around €1.4 billion.
How Scale Shapes The Operating Model
That scale is not abstract. Paragon's UK, Ireland and Luxembourg communications business sends around 6 billion physical communications each year, plus a higher volume of digital messages.
Technology is central to managing that volume without losing responsiveness to individual client needs.
Billions of messages only work when operations stay agile enough to handle both routine post and exceptional demand.
Workflows can range from a single sheet of paper to large programmes such as election materials or COVID test kits. Dave Reynolds describes the business as remaining agile despite its size, with teams adapting to diverse customer requirements rather than forcing one delivery model.
Paragon's work with major financial brands is part of that picture. Mailock was selected by HSBC Security Services as part of a transformation programme delivered by Paragon, as described in our HSBC Security Services announcement.
Why Channel Choice Still Matters After The Shift To Digital
The pandemic accelerated interest in digital customer communications, but it did not remove the need for paper in every segment.
Regulated Sectors Still Need A Blended Mix
Many customers still want a mix of digital and traditional channels. That preference is especially visible where communications carry regulatory weight or where recipients are not comfortable relying on digital alone.
"The pandemic accelerated the shift towards digital options, but it's crucial to offer choice. Many customers prefer a mix of digital and paper communications, especially in regulated sectors like financial services."
Dave Reynolds, CEO, Customer Communications and Lead Supply, Paragon
Understanding preference is part of the service design, not a legacy inconvenience. Firms that default to one channel often discover later that exclusions, access needs, or simple habit still drive demand for the other.
Over a long career in the sector, Dave Reynolds has seen a clear shift towards digital delivery, but he still frames success as finding the right balance between digital and traditional methods and adapting as preferences change.
Security In High-Volume Digital Customer Communications
When post and email both carry sensitive content, security cannot be treated as a bolt-on on the digital side alone.
Partnerships That Extend Secure Delivery
Paragon has integrated secure digital communication options through technology partners, including Beyond Encryption, to complement existing services and meet customer needs.
"It's vital. We've partnered with technology companies like Beyond Encryption to integrate secure digital communication options. This partnership complements our existing services and meets customer needs."
Dave Reynolds, CEO, Customer Communications and Lead Supply, Paragon
A communications provider's job is not only to dispatch messages at scale. Recipients and regulated clients need confidence that sensitive digital content is protected appropriately within the wider channel mix.
"When a provider handles billions of customer messages, secure digital delivery has to sit alongside print and portal options - not as an afterthought once volume is already in motion."
Paul Holland, Founder and CEO, Beyond Encryption (Mailock)
Security and sustainability questions often sit in the same operational conversation: how to run high-volume programmes without losing accountability to clients or recipients.
Sustainability And ESG At Communications Scale
Environmental commitments are increasingly part of how large communications businesses plan capacity, energy use, and client reporting.
Net Zero And Customer Carbon Tools
Paragon is committed to Net Zero by 2050. Dave Reynolds described practical steps such as installing solar panels, exploring other green energy options, and using a carbon calculator so customers can understand and offset their carbon footprint.
Sustainability is framed as central to future operations, not a side project - particularly where physical post remains part of the service mix.
Sending Important Documents At Scale?
Learn how Mailock Automated helps organisations protect high-volume customer communications without forcing every recipient through a portal.
Firms reviewing their own print and digital mix may want to see how secure email fits alongside existing customer communication programmes.
Behind the operational numbers, culture and longevity still shape how large communications businesses respond when customer needs shift quickly.
People, Culture, And Pace Of Change
Family involvement in the business reinforces, for Dave Reynolds, how personal commitment ties to service quality and workforce culture.
His closing advice to a younger self is direct: the journey moves faster than you expect, so embrace change, aim for work-to-live balance, and expect a demanding but rewarding career.
FAQs
Why Do Regulated Firms Still Use Paper as Well as Digital Channels?
Many customers still prefer a mix of digital and paper, especially where communications are regulated or where digital-only access does not suit everyone.
Channel choice remains part of compliant, inclusive customer communications.
How Large Is Paragon's Communications Operation?
In the episode, Dave Reynolds describes Paragon as a €1.4 billion business with around 9,000 people across 64 sites in 15 countries.
The UK, Ireland and Luxembourg communications business sends around 6 billion physical communications annually, plus a higher volume of digital messages.
How Does Paragon Approach Secure Digital Communications?
Paragon has partnered with technology companies including Beyond Encryption to integrate secure digital communication options alongside existing services.
What Sustainability Commitments Did Dave Reynolds Describe?
Paragon is committed to Net Zero by 2050, with steps such as solar installation, other green energy options, and a carbon calculator to help customers understand and offset emissions.
Paul, CEO and Founder of Beyond Encryption, is an expert in digital identity, fintech, cybersecurity, and business. He developed Webline, a leading UK comparison engine, and now drives Mailock, Nigel, and AssureScore to help regulated businesses secure customer data.
Paul Holland
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