Digitalization has shifted industries closer to each other and disruptive innovation has been a major reason for the success and failure of many products and industries. Hence, the need for innovative business models and extend the innovation process beyond the technological features have become more prominent recently. The objective of this case study of the graphic arts industry is to discuss the use of customer centric open innovation processes, in a longitudinal sense, as a mean to change the competitive posture. The results of this case study are based on 11 interview series with 54 firms (43 printing firms, 7 direct customers toprinting firms and 4 media and advertising agencies).