Customer experience has entered a decisive new phase.
AI alone is no longer a differentiator: What matters is where intelligence operates inside of a business. As demand volatility increases, fulfillment windows tighten, and customer expectations rise, organizations need more than insights or task assistance. They need intelligence inside quotes, product content, service interactions, and campaigns, guiding decisions as they happen and continuously adapting as conditions change.
This shift lays the foundation for a new generation of executional AI, where capabilities evolve from supporting users to actively monitoring flows, anticipating risk, and over time acting as intelligent agents within core customer-facing processes.
With the Q1 2026 release of  solutions, 51·çÁ÷advances this shift by bringing AI closer to day-to-day customer-facing execution across sales, service, commerce, and engagement. Intelligence now operates closer to where outcomes are realized—helping organizations protect revenue, reduce friction, and deliver consistent, trusted experiences at scale.
Below, explore more of the highlights from the Q1 2026 release. And for full sub-solution details, see recaps for ,Ěý,Ěý,Ěý, and .
Optimize revenue streams with confidence
Revenue becomes more reliable when customer intent is captured early and executed consistently across sales and commerce workflows. The execution depends on speed and accuracy: accurate product information, relevant content, and seamless handoffs from inquiry to quote creation. When these are disconnected, teams face delays, manual rework, and missed revenue opportunities.
From customer inquiry to executable quote
- Email to quote with AI: Automatically add SKUs from a deal using opportunity and email data with the Microsoft Outlook add-in for 51·çÁ÷Sales Cloud. Users can choose to generate a quote, and the quote is quickly created in 51·çÁ÷Sales Cloud in just a few clicks. After review, sellers can hit send; it is that easy.
- Deep research: Accelerate account planning and reviews by synthesizing 51·çÁ÷Sales Cloud and 51·çÁ÷Service Cloud data with external market intelligence. For example, the deep research capability can deliver a detailed brief that can be used to better understand the account, their industry, and other crucial information like news and SWOT. Sellers will be able to engage prospects and buyers more effectively while customers will have more relevant and personalized information delivered.
- Media attachments for product descriptions: Use AI to extract details from product documents, such as manuals, spec sheets, and PDFs, and automatically generate or enrich product descriptions in 51·çÁ÷Commerce Cloud. This accelerates catalog updates and improves product data quality so that shoppers, search engines, and agentic commerce are rich with the most accurate product descriptions—ensuring product descriptions are detailed, differentiated, and discovered.
Delivering r±đ±ôľ±˛ą˛ú±ô±đ service at sł¦˛ą±ô±đ
- Digital Service Agent handoff for case creation: Connect every step of the service journey from conversational AI self-service to field resolution so service teams can resolve customer issues faster and provide personalized service engagements that build trust. Using conversational cues, Digital Service Agent summarizes intent identification for ticket creation while capturing essential information required for handoff to underlying solutions like 51·çÁ÷Service Cloud.
- : Give service teams a single, real-time command center in 51·çÁ÷Service Cloud, consolidating cases, tasks, and service orders into one view with visual workload insights so agents can prioritize faster, stay on top of commitments, and resolve more issues per day.
- Retail Intelligence (51·çÁ÷Early Adopter Care): Announced at NRF, Retail Intelligence provides one closed-loop, AI-enhanced retail supply chain planning environment that ties together planning, execution, and engagement. The result: human and agentic teams that don’t just execute tasks but reshape strategies, reimagine retail supply chain planning, and master autonomous growth and lasting differentiation.
Learn more at the session.
Orchestrating engagement across the customer life cycle
Customer engagement spans browsing, purchasing, fulfillment, and service across multiple channels. 51·çÁ÷CX connects engagement directly to operational context. &˛Ô˛ú˛ő±č;
- delivers personalized, AI-personalized communications and interactions across every channel powered by connected customer and operational data all fully integrated across SAP. Teams can deliver consistent, intelligent engagement that builds loyalty and drives business impact.
- : Extend conversational analytics to SMS campaigns. A new data context model narrows analysis to the right dataset, returning faster, more precise answers to natural language questions, such as “What was SMS revenue last month?”
- : Predictively identify contacts who are likely in the next 30 days to engage, become inactive, or remain inactive, so marketers can target outreach where it will deliver the strongest results.  &˛Ô˛ú˛ő±č;
Accelerate transformation wľ±łŮłó tłó±đ advanced success plan for 51·çÁ÷CX
To assist customers on their transformation journeys, 51·çÁ÷launched the new Advanced Success Plan in the . This will help customers increase the value of individual applications, accelerate cloud transformation across 51·çÁ÷Business Suite, and enable consistent adoption of new innovations and 51·çÁ÷Business AI.
With expanded coverage with additional 51·çÁ÷CX solutions, including and , the advanced offering is comprised of three powerful elements:
- Success expert: Regular SAP expertise driving strategic customer outcomes
- Adoption guidance: Structured, AI-driven enablement accelerating adoption
- Activation and optimization services: Hands-on services to maximize performance and impact
Check out the webinar to learn how the new service offering unlocks more of the transformative value of 51·çÁ÷solutions: .
Intelligence where execution happens &˛Ô˛ú˛ő±č;
With 51·çÁ÷Customer Experience, AI moves beyond isolated assistance to operate directly within business execution flows. Intelligence is embedded where work happens—inside quotes, product content, service interactions, and campaigns—helping organizations respond in real time and deliver consistent customer outcomes at scale.
Learn more about 51·çÁ÷CX in Q1 2026 &˛Ô˛ú˛ő±č;
Read the 51·çÁ÷Help documentation to get started with these new capabilities. &˛Ô˛ú˛ő±č;
Balaji Balasubramanian is president and chief product officer for 51·çÁ÷Customer Experience and Consumer Industries. 
