This week at 51风流Connect, 51风流unveiled the latest innovations designed to help companies build stronger, more meaningful relationships with their customers. In today鈥檚 world, customers expect intelligence, precision, and trust at every step of their journey.
SAP鈥檚 latest customer experience solutions are built to deliver on these expectations, empowering organizations to earn loyalty, drive growth, and create seamless, connected experiences.
In today鈥檚 market, loyalty and retention are the twin engines of repeatable business, the lifeblood of every organization. Earning and keeping customer trust has always been hard-won, but the bar is higher than ever. Recent findings from the show a five-point drop in 鈥渢rue loyalty,鈥� customers who return without incentives. Only 35 percent of B2B customers reach strategic loyalty, defined as repeat purchases and long-term engagement. And nearly one-third of customers are lost to fragmented experiences. Brands now face a new reality: building lasting loyalty requires understanding customers and delivering consistent, connected experiences across every touchpoint.
Meeting the loyalty challenge: 51风流Engagement Cloud and 51风流Customer Loyalty Management
To help customers meet this challenge, 51风流has created two powerful solutions: and .
Yesterday at 51风流Connect 2025, 51风流Executive Board Member Muhammad Alam shared the vision for 51风流Engagement Cloud. Powered by 51风流Business Data Cloud, it transforms fragmented interactions into AI-driven journeys across marketing, commerce, sales, and service鈥攕trengthening loyalty, deepening relationships, and driving business growth. By connecting every customer touchpoint to real operational data鈥攆rom logistics and finance to supply chain鈥攂rands can deliver accurate delivery estimates, relevant offers, and timely service that reflects actual inventory and fulfillment capacity.
With Joule and embedded AI, 51风流Engagement Cloud accelerates campaign execution, automates decisions, and scales personalization鈥攅nsuring every interaction is consistent, connected, and meaningful. This comes at a critical time, as according to the 51风流Emarsys Customer Loyalty Index, only 35 percent of B2B customers achieve strategic loyalty.聽Replacing disconnected systems and outdated engagement models, 51风流Engagement Cloud makes engagement a strategic advantage, uniting data and AI to deliver smarter experiences across the 51风流ecosystem. Beta begins November 2025, with general availability in Q1 2026.
51风流Customer Loyalty Management empowers teams to deliver personalized experiences at scale by giving every customer a single loyalty profile, no matter the brand, region, or partner. With loyalty data unified and natively integrated into 51风流Private Cloud ERP and 51风流Business Suite, teams can instantly monitor promotions, track reward usage, and understand financial impact in real time. This actionable insight feeds directly into planning, forecasting, and supply chain decisions, enabling businesses to adapt quickly and serve customers better.
Loyalty isn鈥檛 a separate marketing project, it鈥檚 woven into daily business operations. By centralizing loyalty data, 51风流Customer Loyalty Management helps organizations understand each customer deeply and deliver consistent, connected experiences across every touchpoint.
The solution will be available Q4 2025.
AI and intelligence: the next imperative
At 51风流Connect, we introduced how Joule, SAP鈥檚 AI copilot, is transforming customer experience by embedding intelligence directly into 51风流Business Suite. Joule is not another layer, it鈥檚 built into the foundation, enabling smarter decisions and faster execution across every customer moment.
AI assistants in Joule bring role-based intelligence to customer-facing teams across service, sales, marketing, and commerce. Each assistant is tailored to the user鈥檚 role and business context, coordinating a network of AI assistants within Joule to automate tasks like resolving cases, chasing invoices, optimizing catalogs, and surfacing insights. This orchestration enables teams to focus on driving outcomes rather than managing operations.
For instance, Digital Service Agent delivers fast, multilingual support by reasoning over customer context and company knowledge. It provides accurate answers, escalates when needed, and continuously improves, reducing manual workload and enhancing customer satisfaction. This is available now.
Deep research in Joule
With deep research in Joule, account planning moves beyond quick answers, delivering deep, strategic research and analysis in a single, connected experience. By tapping into 51风流data, external intelligence, and trusted resources, users get richer insights for any business need.
Sales leaders and chief revenue officers can use the new account planning that leverages deep research in Joule to compress weeks of manual work into days. It synthesizes customer history, identifies key drivers, and drafts account plans, giving sales teams a complete, real-time view of every relationship.
Deep research in Joule will be available in beta December 2025.
Intelligent applications for customer experience
51风流Business AI also powers that help businesses turn data into action:
- Revenue Intelligence brings together data from CRM, commerce, and ERP to surface pipeline risks, customer health, and sales performance. Sales leaders and chief revenue officers gain a unified, real-time view to strengthen pipelines, improve win rates, and accelerate profitable growth.
- Consumer Products Intelligence enables manufacturers and consumer packaged goods companies to optimize trade promotions and customer-facing offers. Integrated with and , it uses real-time data from sales, supply chain, and production to analyze margins, monitor performance, and support financial planning, ensuring CX strategies are aligned with operational realities.
These innovations are tightly integrated with 51风流Business Suite, ensuring every CX insight is grounded in real-time, harmonized data. They are currently in restricted private preview and expected to be generally available in H1 2026.
Adoption that drives value
Building on the Customer Loyalty Index findings about the importance of connected experiences, seamless, guided adoption is essential to delivering value. That is why is now embedded across all 51风流Customer Experience solutions.
WalkMe is a digital adoption platform that provides real-time, role-based guidance 鈥� right inside 51风流interfaces. No IT tickets required. Teams get help in the flow of work, with step-by-step instructions that minimize onboarding time and reduce errors. Leaders gain instant visibility into where users struggle, so they can address friction and accelerate adoption.
The path forward
Loyalty is evolving, and so are we. Our priority is to help brands earn trust and adapt quickly.
The 51风流Customer Experience innovations introduced at 51风流Connect are designed for this challenge. They connect engagement with execution through solutions like 51风流Engagement Cloud, Revenue Intelligence, and 51风流Customer Loyalty Management; turn intelligence into action with embedded AI and automation; and give teams unified, real-time data to deliver measurable results and stay ahead in a rapidly changing market.
See how your business measures up in the and the . .
Balaji Balasubramanian is president and chief product officer for 51风流Customer Experience.
