In recent years, companies that create transactional documents or direct mail have experienced a significant transformation driven by technological advancements, workflow automation, market dynamics, and evolving consumer preferences. As we look ahead to 2025 and beyond, several key trends will shape the customer communication management (CCM) landscape.
In 2025, many technologies will be at least somewhat driven by artificial intelligence, although the extent to which this will happen is still open for discussion. Inkjet printing for hyper-personalization of mail pieces and increased omnichannel communication are also trends to watch in 2025. But before we explore what is in store for the next year, a quick review of technologies that have advanced document printing is in order.
Recent CCM Printing Developments
Digital Printing Advancements: Digital and inkjet printing technologies are faster and better. This technology offers quicker turnaround times, enhanced quality, personalization, on-demand printing, and customized communications.
Automation and Workflow Optimization: Organizations have integrated automation into their print and mail workflows, streamlining processes such as file processing, dynamic printing, intelligent insertion, and mail presorting. Stand-alone processes are increasingly rare. Efficiency improved while costs lowered.
Compliance: Data security compliance is an everyday behavior, particularly in the healthcare and financial industries. Companies took measures to ensure robust safeguards to manage sensitive customer information under the General Data Protection Regulation (GDPR), the California Consumer Protection Act (CCPA), and other security mandates.
Emerging CCM Trends for 2025 and Beyond
In 2025, companies that generate documents will embrace trends and strategies and entrench them deeper into their practices.
Hyper-Personalization: The concept that “Dear Fred” is more responsive than “Dear Homeowner” is not new. In 2025, direct mail will graduate from personalization to “hyper-personalization”. Companies create communications based on dozens of individual behaviors, preferences, and real-time data. This level of personalization increases engagement, understanding, and response rates by delivering stunningly relevant content to each recipient. Hyper-personalization lends itself to sustainability, as mentioned later in this document. If the personal data doesn’t exist, there is no reason to print the document.
Omnichannel Integration: Seamless integration of direct mail with digital channels is essential and will escalate in 2025. Today, companies incorporate QR codes, augmented reality, unique landing pages, and near-field communication into print campaigns using an ad hoc approach. Watch for electronic, digital, and print communication integration to be part of the typical workflow for competitive and successful companies in the next year or so. Omnichannel integration falls into the category of “adapt or else.”
Sustainability: Environmental considerations are increasingly influencing the print industry. Transactional direct mail printers will amplify eco-friendly practices by promoting recycled materials, using soy inks, and de-duplicating mail lists to avoid unnecessary printing. Environmentally conscious consumers appreciate this approach, which also addresses regulatory requirements for recycling.
Artificial Intelligence and Data Analytics: AI is pivotal in analyzing audience data, predicting responses, and optimizing campaigns. What makes artificial intelligence so disruptive (in a good way) is that it examines every component of an integrated campaign. This includes the messaging, layout, design, colors, art, list demographics, seasonal considerations, postage cost, and more. By leveraging AI-driven insights, companies can refine targeting strategies, personalize content, and improve overall campaign performance.
Business Challenges Document-Generating Companies Can Expect in 2025
In 2025, companies that generate customer-facing documents can expect:
- Continued digital channel competition. Adapting and adopting an omnichannel approach quickly will reduce this threat.
- Rising operational costs.
- Need for continuous technological adaptation driven by artificial intelligence.
- Talent retention and skill development challenges.
Key Survival Strategies for Document-Generating Companies in 2025
- Diversify service offerings
- Invest in digital transformation
- Develop advanced personalization capabilities
- Prioritize sustainability and efficiency
The Right Tools are Essential
Artificial intelligence is a disruptive force driving technological innovation, hyper-personalization, and workflow automation. Companies that embrace advanced printing technologies, integrate digital and physical channels, and highlight data security and environmental responsibility are well-positioned to thrive in 2025. Sometimes, this will require them to migrate away from legacy document generation software that cannot support the new standards their customers expect.
Eclipse’s next-generation customer communications management platform enables organizations to build and execute effective communications while lowering operating costs and ensuring compliance. An intuitive interface and no coding give an organization the power to meet all regulatory requirements and deadlines with less reliance on IT. DocOrigin makes it easy to incorporate the personalization and automation goals of your organization.