In today’s landscape of instant gratification and personalized experiences, customer communications management (CCM) isn’t just about mailing a bill or statement; it’s a strategic function that defines the customer relationship. And while digital channels dominate the conversation, print, particularly inkjet, is proving to be a linchpin for effective, efficient, and engaging communication strategies.

As brands strive to deliver high-impact communications across multiple channels, inkjet technology is transforming from a production workhorse into a CCM differentiator. With new innovations on the horizon, inkjet’s evolution is only accelerating.

This article explores why inkjet technology should play a central role in any CCM strategy and highlights the key benefits it offers for customer communications, including the ability for large-scale personalization and improved sustainability. Additionally, we discuss the latest technologies that are emerging in the inkjet market, what to expect in the coming years, and why now is the perfect time to embrace inkjet technology as both a strategic asset and a competitive advantage.

The Role of Inkjet in a Modern CCM Strategy

CCM involves every touchpoint and channel that companies use to communicate with their customers, including transactional statements, personalized offers, service notifications, and compliance documents. Recent data from Keypoint Intelligence shows that these interactions are increasingly multi-channel.

As shown in the Figure below, email, direct mail, and mobile apps are the channels that organizations use most frequently for customer communications. This highlights the ongoing importance of print, especially in highly regulated industries such as financial services, healthcare, insurance, and government. Print offers a secure, compliant, and traceable communication channel, and these components are critical in industries where privacy, accuracy, and legal accountability matter.

Figure 1: Types of Communication Channels

Still, not all print is effective. A CCM strategy that is focused on relevance requires excellent timing and efficiency, and inkjet technology offers unmatched advantages in this area. By using data, automation, and personalized messaging, CCM service providers can demonstrate how print enhances customer engagement, builds brand trust, and complements digital communication channels. This approach aligns perfectly with CCM strategies aimed at improving the customer experience and prompting action. Whether it’s a personalized financial statement with custom messaging or a healthcare document detailing tailored benefits, inkjet technology enables the generation of dynamic content without the need for manual pre-sorting or batching.

From Bottlenecks to Breakthroughs

Inkjet eliminates many of the prepress and post-processing bottlenecks of legacy systems. With advancements in inline finishing, auto color calibration, and intelligent job onboarding, today’s businesses can streamline workflows, reduce errors, and accelerate time to mail. This is especially critical for time-sensitive documents like regulatory notices or past-due statements.

Keypoint Intelligence forecasts a continued shift toward production inkjet due to these workflow advantages. In its US On Demand Printing and Publishing Forecast for 2025-2029, Keypoint Intelligence notes that large production environments are increasingly consolidating their print volumes to high-speed inkjet for operational simplicity and cost-effectiveness.

The Inkjet Technology Horizon: What's Next?

While inkjet has already transformed how we think about transactional and transpromotional print, the next few years promise even greater opportunity and value for organizations that continue to leverage print in their CCM strategies. These advancements are not just enhancing production capabilities; they’re redefining business models and opening up new market opportunities. With major original equipment manufacturers (OEMs) poised to showcase these innovations at events like Printing United 2025, here’s a look at the breakthroughs you can expect.

More Intelligent, More Automated Workflows

Inkjet devices are rapidly evolving into intelligent production platforms. No longer just output engines, they’re becoming fully integrated systems embedded within broader workflow ecosystems. Advancements in artificial intelligence (AI) and machine learning (ML) are driving automation in job setup, media selection, color profiling, and even finishing. Print quality diagnostics and predictive maintenance are becoming automated, reducing operator intervention, minimizing errors, and freeing up labor.

Remote monitoring, load balancing across devices, and real-time performance analytics are also on the rise, enabling smarter decisions and lower operational costs. AI-powered RIPs and production management tools are enhancing everything from throughput to ink efficiency, helping operations scale more profitably.

Expansion of Media Versatility and Finishing Capabilities

One of the most exciting frontiers in inkjet is expanded media handling. New drying systems and ink formulations enable inkjet presses to print on coated papers, heavier stocks, and even synthetic substrates without compromising speed or quality. This has significant implications for CCM applications like personalized brochures, customer booklets, and high-end direct mail.

In addition, wider print widths increase productivity (more pages/impressions per pass) and allow for efficient use of larger paper sheets or rolls, which may reduce cost per print. In facilities where “two-up” printing is essential (i.e., printing two A4/letter sheets side by side), these wider platforms deliver labor and substrate savings.

We’re also seeing broader adoption of inline finishing systems, folding, perforating, booklet-making, and inserting executed in a single-pass production. This consolidation reduces handoffs, increases throughput, and lowers risk, particularly in high-integrity transactional environments.

Specialty applications are gaining traction as well. UV fluorescent and security inks are in development to create anti-counterfeit features in critical documents. All the while, OEMs are exploring new inks that visually and/or physically replicate texture materials for creative short-run applications.

Cut-Sheet Inkjet Reaches a New Maturity

The inkjet market, traditionally dominated by roll-fed systems, is experiencing a significant increase in advanced cut-sheet platforms. These new presses are particularly well-suited for decentralized operations, short-run jobs, and environments where flexibility and quick turnaround times are essential.

This shift is driven by changing customer expectations for agility, customization, and sustainability. As a result, commercial printers, in-plants, and corporate entities are increasingly adopting cut-sheet solutions to complement their roll-fed production. The latest models offer faster print speeds, improved registration, and image quality comparable to offset printing, yet still maintain a compact size.

Energy Efficiency and Eco-Innovation

Sustainability is no longer optional when it comes to print; it’s imperative. Inkjet is leading the charge with lower energy consumption, water-based inks, and less waste compared to analog or toner technologies.

As we move into the future, expect to see announcements that include larger ink tanks and enhanced printhead protection to improve efficiency and reduce misuse that cause material waste over time. In addition to aligning with environmental goals, these improvements contribute to long-term cost savings.

Upgradable Platforms and Future-Proof Investments

Another trend is that many of today’s inkjet platforms are being designed with future upgrades in mind. This approach offers better long-term return on investment (ROI) for buyers and allows for the scaling of production capabilities without the need to replace existing equipment. Vendors will likely introduce upgrade options that include speed enhancements, improved usability, and workflow automation that incorporates AI integration.

The Strategic Shift: From Print Service to Communication Partner

Perhaps the most critical development lies outside of technology and enhanced features. As organizations of all sizes invest in customer journey mapping and lifecycle communications, they’re seeking partners that can deliver measurable value, not just printed output. Inkjet enables print and mail providers to reposition themselves as CCM enablers. By leveraging data, automation, and personalized messaging, print service providers (PSPs) can demonstrate how print drives engagement, reinforces brand trust, and complements digital channels.

The Bottom Line: Today's CCM Catalyst

In today’s world, customer expectations are higher, attention spans are shorter, and compliance demands are increasing. As a result, organizations can no longer rely on outdated communication processes. They need a platform that’s fast, flexible, intelligent, and designed for personalization at scale. That’s exactly what modern inkjet delivers.

Inkjet is no longer a niche or emerging technology; it’s at the heart of customer communications transformation. With its ability to integrate seamlessly into CCM strategies, inkjet enables organizations to streamline workflows, reduce operational costs, and deliver targeted, high-impact communications across multiple formats.