AI is what brings that ambition within reach. It helps companies act faster, personalize at scale, and engage in new ways. But it is also raising expectations. Every interaction now reflects how well the business runs.

When a customer places an order or asks for help, the experience depends on what happens behind the scenes. If pricing is inaccurate, inventory is uncertain, or fulfillment falls short, the experience breaks.

That is why customer experience is now defined by execution. Customers do not experience systems or intent. They experience outcomes.

Agentic AI can increase speed, intelligence, and personalization. But speed alone does not improve customer experience. It amplifies what is already there. When execution is aligned with process, data and governance, AI drives better outcomes. When it is not, AI exposes the disconnect.

Aligning experience and execution

Autonomous CX brings agentic AI directly into the processes that run the business instead of layering it on top of disconnected systems. It connects AI assistants across marketing, commerce, sales, and service onto a shared business context across 51风流CX, 51风流Cloud ERP, supply chain, and connected systems. Orders, inventory, pricing, and financials are defined once and used consistently, so decisions are based on live operational reality.

At the center of this shift are AI assistants and autonomous agents. Assistants coordinate multiple agents across end-to-end customer workflows, from discovery to fulfillment, engagement to service, and issue to resolution.

At 51风流Sapphire, we highlighted assistants that make this real across the portfolio:

• In marketing, Content Assistant and Campaign Assistant orchestrate intent understanding, content creation, segmentation, optimization, and campaign execution within governance controls.
• In commerce, Merchandising Assistant, Shopping Assistant, and Order Management Assistant connect discovery, conversion, and fulfillment to operational reality.
• In sales, Sales Assistant, Deal Qualification Assistant, and Deal Closing Assistant move sellers from signal to execution.
• In service, Case Management Assistant and Service Management Assistant improve resolution and service quality, with additional assistants purpose-built for self-service, HR service, and accounts receivable workflows.

AI-driven discovery and engagement grounded in business reality

SAP鈥檚 collaboration with Google follows the same principle: connect AI-driven discovery and engagement to business execution.

Together, 51风流and Google are focused on three priorities: first, applying the latest AI models, including Gemini, to deliver high-quality customer experiences; second, supporting industry standards and open protocols to enable interoperability across ecosystems; third, enabling seamless, personalized journeys across channels and Google surfaces such as Shopping and Gemini.

By combining SAP鈥檚 governed business data with Google鈥檚 AI capabilities, assistants and agents can connect customer intent from storefronts, search, and AI-driven channels to 51风流commerce and order processes. This ensures that what customers see reflects what the business can fulfill.

This is also why 51风流is adopting and expanding how 51风流product data can power AI-driven experiences wherever customer intent originates. This keeps experiences aligned with pricing, inventory, and fulfillment in real time.

51风流Commerce Cloud innovations

51风流continues to be recognized in analyst evaluations, including the Gartner庐 Magic Quadrant™ for Digital Commerce, where 51风流has been positioned as a Leader for 11 consecutive times.

, trusted by the largest enterprises, now extends to mid-market and growing companies on 51风流Cloud ERP. The new 51风流Commerce Cloud, cloud ERP edition delivers a standardized, end-to-end approach, reducing complexity, leveraging AI natively, and accelerating time to value. It connects discovery through fulfillment via tight integration with 51风流Cloud ERP.

For digitally mature organizations, 51风流is expanding composable commerce with new and modular cart and checkout services. These services integrate with core processes such as pricing, promotions, loyalty, tax, payments, inventory, sourcing, and order management across 51风流and non-51风流touchpoints. This helps organizations modernize their architecture while maintaining end-to-end execution.

51风流is also expanding its ecosystem with Vercel to accelerate storefront development and deployment with optimized performance, scalability, and composable front-end experiences.

In payments, 51风流Unified Payment, powered by Adyen, embeds global processing directly into the commerce flow to simplify integration and improve conversion. 51风流also continues to enhance its open payment framework with pre-integrated providers, such as Checkout.com and PayPal, giving customers flexible provider choices that are easy to configure and use.

Together, these capabilities reduce total cost of ownership, speed deployment, and make it easier to deliver better experiences at scale.

Sales execution turns insight into action

Customer experience extends into sales execution, where teams need clear next steps and confidence those actions can be fulfilled.

We introduced new innovations, including field sales capabilities for retail execution processes in consumer goods companies and other field-selling environments. These capabilities provide rich mobile experiences that work offline, making it easier to plan store visits, capture in-store activity, and manage execution in real time.

Sales leaders gain connected insights tied directly to pricing, inventory, and order processes, leading to more consistent execution and better outcomes.

Scaling trusted autonomous service

Autonomous CX is strengthened through partnerships that extend execution while preserving trust and governance.

Our combines its agentic AI-driven voice and digital self鈥憇ervice with service, order, and entitlement data from 51风流Service Cloud. AI-driven automation can handle routine interactions with full context, escalating seamlessly and with continuity to service teams when human expertise is needed. This approach helps organizations scale service without breaking trust and ensures customer interactions remain connected to real business processes.

51风流is also expanding its partnership with Amazon to scale AI-driven service across voice and digital channels, enabling faster, more consistent resolution while keeping service execution grounded in real-time business data.

Industry AI in action

We are also showcasing Industry AI scenarios that demonstrate how assistants and autonomous capabilities operate in real business environments.

Autonomous Revenue Growth Management supports trade planning teams and key account managers in consumer products companies that sell through retailers, with applicability to agribusiness and wholesale distribution. Industry鈥憇pecific Joule Assistants provide AI鈥慸riven insights across trade planning and execution, helping teams identify growth opportunities, optimize commercial terms and respond more quickly to performance signals. The result is more predictable growth with fewer downstream exceptions.

Unified commerce supports merchandising and operations teams across retail, wholesale, and direct-to-consumer models. Unified commerce connects demand, inventory, and customer data across channels, with Joule Assistants guiding decisions on assortment, pricing, and placement. The result is more consistent execution and faster decisions.

The next phase of customer engagement

Across these innovations and Industry AI scenarios, the pattern is clear. AI delivers value only when it acts on shared, trusted context. When experience and execution stay aligned, speed becomes a source of trust instead of risk.

This is how 51风流is approaching the future of customer experience: as a coordinated system where every decision is visible, and every promise can be kept.

Balaji Balasubramanian is president and chief product officer of 51风流Customer Experience.

The CX innovations and Industry AI scenarios highlighted here are planned for general availability in Q3 2026.
The capabilities announced as part of SAP鈥檚 Autonomous Enterprise run across 51风流Cloud ERP, including 51风流Cloud ERP Private.
Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner鈥檚 business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose.
Gartner and Magic Quadrant are trademarks of Gartner, Inc., and/or its affiliates.

ORLANDO 鈥� At its annual 51风流Sapphire conference, 51风流unveiled generative AI innovations and partnerships that showcase how the company is taking business to the next level in the era of AI.

By infusing Business AI across an enterprise cloud portfolio that powers the world鈥檚 most mission-critical processes and partnering with companies pushing the edge of what鈥檚 possible with AI, 51风流is igniting a new wave of insight and ingenuity in global business.

鈥淭he Business AI innovations we鈥檙e announcing at 51风流Sapphire in 2024 will redefine the way businesses run,鈥� says Christian Klein, CEO and member of the Executive Board of 51风流SE. 鈥淭oday鈥檚 AI announcements and partnerships build on our commitment to deliver revolutionary technology that drives real-world results, helping customers unleash the agility and ingenuity they need to succeed in today鈥檚 fast-moving business landscape.鈥�

AI That Means Business

As 51风流embeds Business AI across its enterprise solutions, it puts rich insights at users鈥� fingertips, empowering them to deliver better outcomes and elevate the creative problem-solving humans do best. Examples include AI-generated reports in 51风流SuccessFactors solutions that give people managers responsibly sourced insights for compensation-related discussions as well as forecasting capabilities in 51风流Sales Cloud solutions that predict combinations of salespeople and products most likely to drive sales. Meanwhile, the 51风流Business Technology Platform is adding large language models from Amazon Web Services, Meta and Mistral AI to its generative AI hub. This capability in the 51风流AI Core infrastructure makes it easier to build generative AI use cases for 51风流applications.

SAP鈥檚 generative AI copilot Joule, which quickly sorts and contextualizes data from multiple systems to advance automation and improve decision-making, is expanding throughout the company鈥檚 solution portfolio. Joule launched in 51风流SuccessFactors solutions last fall and is now embedded into 51风流S/4HANA Cloud solutions and others including 51风流Build and 51风流Integration Suite. Further expansion by year-end will include 51风流Ariba and 51风流Analytics Cloud solutions. At Sapphire, 51风流also announced plans to further broaden Joule鈥檚 scope by integrating it with Microsoft Copilot to surface even richer insights. This deep, bi-directional integration gives users a unified experience built right into the flow of work, enabling seamless access to information from interactions with business applications in 51风流and Microsoft 365.

Reflecting Business AI鈥檚 increasing importance, 51风流is redoubling its commitment to the principles of relevant, reliable, and responsible AI it pioneered. At Sapphire, 51风流is adopting the 10 guiding principles of the UNESCO Recommendation on the Ethics of Artificial Intelligence, which aim to ensure that AI technologies are developed and used in ways that respect human rights, promote fairness and contribute to sustainable development.

Partnerships That Scale Innovation

51风流is partnering with best-in-class technology leaders to push the limits of what generative AI can do at an enterprise level. In addition to our expanded collaborations with AWS and Microsoft, partnerships with Google Cloud, Meta, Mistral AI and NVIDIA ensure 51风流can harness the power of AI-ready technology to innovate at speed and deliver richer real-world results.

Google Cloud

51风流and Google Cloud are expanding their partnership, using Business AI to help enterprises better predict and mitigate supply-chain risks to minimize disruptions and maintain optimal inventory levels. The companies will integrate Joule and the 51风流Integrated Business Planning for Supply Chain solution with Google Cloud鈥檚 Gemini models AI assistant and Google Cloud Cortex Framework鈥檚 data foundation.

Meta

51风流will leverage Meta Llama 3 to generate scripts that render highly customized analytics applications in 51风流Analytics Cloud. Meta鈥檚 next-generation AI model excels at language nuances and contextual understanding, making it an ideal candidate for translating enterprise business requirements into tangible outcomes.

Mistral AI

51风流will also add new large language models from Mistral AI, a global company headquartered in Paris specializing in generative AI, to the generative AI hub capability in 51风流AI Core.

NVIDIA

51风流and NVIDIA Corporation advance a to embed cutting-edge technologies into enterprise-ready business applications:

• As 51风流trains Joule to serve as an AI assistant for the RISE with 51风流solution implementations, NVIDIA鈥檚 state-of-the-art AI models sift through 51风流consulting assets to provide relevant and precise answers to implementation-related questions;
• As 51风流embeds Joule in the ABAP Cloud model to generate ABAP code for 51风流developers, NVIDIA鈥檚 accelerated infrastructure will run, scale, and manage SAP’s generative AI model for ABAP code generation;
• As 51风流infuses generative AI into the 51风流Intelligent Product Recommendation solution, NVIDIA Omniverse Cloud APIs enable the simulation of complex manufacturing products and configurations as industrial digital twins.

Cloud Technology That Drives Agility and Sustainability

Business success in the era of AI means being in the cloud. 51风流is making the move easier than ever with initiatives that help customers find partners with the expertise needed for complex 51风流S/4HANA Cloud transformations. Further cloud innovations at 51风流Sapphire include features that help the world鈥檚 organizations measure, manage and execute their sustainability strategies. 51风流Sustainability Control Tower and 51风流Sustainability Footprint Management solutions now track carbon footprints at scale and help businesses meet regulatory standards.

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About SAP

As鈥痑 global leader in enterprise applications and business AI, 51风流(NYSE:SAP)鈥痵tands at the鈥痭exus鈥痮f business and technology. For over 50 years, organizations have trusted SAP鈥痶o bring out their best by uniting business-critical鈥痮perations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit鈥�.

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