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.

The company introduces a unified 51风流Business AI Platform, deepening partnerships with Anthropic, Amazon Web Services, Google Cloud, Microsoft, NVIDIA and Palantir

ORLANDO聽鈥� At 51风流Sapphire in 2026, (NYSE: SAP) introduced the to help enhance the world’s most critical business workflows, so that humans and AI work together to meet the accelerating demands of global business profitably, strategically and safely.

鈥淔or the mission-critical processes of our customers, ‘almost right’ just isn鈥檛 good enough,鈥� said Christian Klein, CEO of 51风流SE. 鈥淏y uniting 51风流Business AI Platform with 51风流Autonomous Suite, we anchor AI agents in the business processes, data and governance so they can deliver accurate, compliant and secure outcomes, unlocking new sources of revenue and meaningful cost savings.鈥�

The Autonomous Enterprise includes a unified AI platform for building, contextualizing and governing agents, an autonomous suite that executes core business operations and a new user experience that redefines how people work with enterprise software.

Introducing 51风流Business AI Platform

51风流Business AI Platform is a new foundation for building and deploying enterprise AI grounded in real business context. 51风流Business AI Platform now unifies 51风流Business Technology Platform, 51风流Business Data Cloud and 51风流Business AI into a single, governed environment.

At its core is the 51风流Knowledge Graph solution, which gives AI agents a structured map of business entities, processes and relationships across a customer’s 51风流landscape. Joule Studio is SAP’s AI-first solution for building enterprise agents, applications and agentic workflows. Developers can build using the no-code, pro-code and AI frameworks of their choice on SAP-managed infrastructure that is secure, scalable and optimized for enterprise AI.

Deploying 51风流Autonomous Suite Across Every Business Function and Industry

Building on this foundation, 51风流also introduced 51风流Autonomous Suite, which enables SAP’s existing business applications with AI agents capable of running processes from start-to-finish.

The suite will deploy more than 50 domain-specific Joule Assistants across finance, supply chain, procurement, human capital management and customer experience. These assistants will automate end-to-end processes by orchestrating a subset of over 200 specialized agents to execute precise tasks. For example, the new Autonomous Close Assistant can compress the financial close process from weeks to days by automating journal entries, reconciliation and error resolution across the entire process.

51风流also launched Industry AI, expanding its deep industry portfolio through seven autonomous solutions that will enable start-to-finish industry processes and embed sector-specific process logic, data models and regulatory requirements. At 51风流Sapphire, 51风流showcased its work with European energy giant RWE to leverage Industry AI, helping reduce unplanned downtime across its offshore wind turbines. With SAP’s Autonomous Asset Management scenario, AI agents are designed to analyze data from thousands of past incidents, identify the likely root cause and generate pre-filled work orders with the right tools and proven fixes from other sites.

Designing the Autonomous User Experience

The company also revealed Joule Work, redefining how users engage with 51风流software. Instead of navigating individual applications and entering data across several screens, users will now interact primarily with Joule. By describing a desired business outcome, Joule will orchestrate the right combination of workflows, data and agents to get it done.

Joule Work goes beyond conversation, proactively surfacing relevant insights and automating routine tasks behind the scenes so work moves forward even when humans aren’t actively steering it. It will be available on desktop, mobile and voice across 51风流and non-51风流systems.

Accelerating the Customer Journey Toward Autonomy with 鈧�100 Million Infusion

51风流evolved its customer and partner programs to help accelerate the organization’s journey to the Autonomous Enterprise. To catalyze adoption, the company has launched a 鈧�100 million fund for 51风流partners to help customers deploy SAP-built AI assistants and agents. The fund is also available to partners that extend or build new partner agents on the new 51风流Business AI Platform using Joule Studio.

SAP has enhanced its RISE with SAP and 51风流GROW offerings to accelerate AI adoption. Both include access to the Joule Assistants portfolio; RISE with SAP customers will have three assistants activated within their first year, while SAP GROW customers receive full portfolio access at onboarding. 51风流S/4HANA on-premises and 51风流ERP Central Component (51风流ECC) customers are not excluded: those that commit to transitioning the majority of their current landscape to 51风流Cloud ERP gain access to select AI scenarios, bridging the gap between their current landscape and their cloud destination

51风流also introduced new agent-led transformation tooling that can reduce ERP migration efforts by more than 35 percent, driving faster and more predictable projects by automating system analysis, code remediation, configuration and testing at scale.

Lastly, 51风流announced a full slate of strategic partnerships across each category:

• Platform and suite partnerships include Anthropic, with Claude among the foundation models SAP鈥檚 AI platform will leverage to power Joule agents across HR, procurement and supply chain; Amazon Web Services, bringing zero-copy data integration between 51风流Business Data Cloud and Amazon Athena; Google Cloud and Microsoft, enabling bidirectional agent-to-agent interoperability between Joule and external agent frameworks; Mistral AI and Cohere, delivering sovereign model options on SAP’s cloud infrastructure; , providing visual AI workflow orchestration inside Joule Studio; NVIDIA, whose OpenShell provides the trusted secure runtime for Joule Studio; and , bringing AI agents into 51风流Service Cloud to handle customer interactions with full access to business data and service processes.
• Implementation partnerships include Palantir and Accenture, partnering on complex data migration scenarios, and for AI-powered cloud ERP migrations.

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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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