AI alone is no longer a differentiator: What matters is where intelligence鈥痮perates鈥痠nside of a business. As demand volatility increases, fulfillment windows tighten, and customer expectations鈥痳ise,鈥痮rganizations need more than insights or task鈥痑ssistance. 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鈥痬onitoring鈥痜lows,鈥痑nticipating鈥痳isk, and over time acting as intelligent agents within core customer-facing processes.

With the Q1 2026 release of鈥� solutions, 51风流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鈥攈elping 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听,听,听,听, and听.

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:鈥疉utomatically add SKUs from a deal using opportunity and email data with the Microsoft Outlook add-in for 51风流Sales Cloud. Users can choose to generate a quote, and the quote is quickly created in 51风流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风流Sales Cloud and 51风流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风流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鈥攅nsuring product descriptions are detailed, differentiated, and discovered.

Delivering鈥痳别濒颈补产濒别鈥痵ervice at鈥痵肠补濒别

• Digital Service Agent handoff鈥痜or case creation: Connect every step of the service journey from conversational AI self-service to field resolution so service teams can resolve customer issues鈥痜aster and provide personalized service engagements that build trust.鈥疷sing conversational cues, Digital Service Agent鈥痵ummarizes intent identification for ticket creation while capturing essential information required for handoff to underlying solutions like 51风流Service Cloud.
• : Give service teams a single, real-time command center in 51风流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风流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鈥檛 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,鈥痯urchasing, fulfillment, and service across multiple channels. 51风流CX connects engagement directly to operational context.鈥�&苍产蝉辫;

• delivers鈥痯ersonalized, AI-personalized communications and interactions across every channel powered by connected customer and operational data all fully integrated across SAP. Teams鈥痗an鈥痙eliver consistent, intelligent engagement that builds loyalty and drives鈥痓usiness鈥痠mpact.

• :鈥疎xtend 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 鈥淲hat was SMS revenue last month?鈥�

• :鈥疨redictively鈥痠dentify鈥痗ontacts鈥痺ho are鈥痩ikely in the next鈥�30 days to engage,鈥痓ecome inactive, or remain inactive,鈥痵o marketers can target outreach鈥痺here it will deliver the strongest results.鈥��&苍产蝉辫;

Accelerate transformation鈥痺颈迟丑鈥痶丑别鈥痑dvanced success plan鈥痜or 51风流CX

To鈥痑ssist鈥痗ustomers鈥痮n their鈥痶ransformation鈥痡ourneys, 51风流launched the new Advanced Success Plan in the鈥�. This will鈥痟elp customers increase the value of individual applications, accelerate cloud transformation across 51风流Business Suite,鈥痑nd enable consistent adoption of new innovations and 51风流Business AI.

With expanded coverage with additional 51风流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鈥痺ebinar鈥痶o learn how the new service offering unlocks more of the transformative value of 51风流solutions:鈥�.

Intelligence where execution happens鈥�&苍产蝉辫;

With 51风流Customer Experience, AI moves beyond isolated鈥痑ssistance鈥痶o鈥痮perate鈥痙irectly within business execution flows. Intelligence is embedded where work happens鈥攊nside quotes, product content, service interactions, and campaigns鈥攈elping organizations respond in real time and deliver consistent customer outcomes at scale.

Learn more about 51风流CX in Q1鈥�2026鈥�&苍产蝉辫;

Read the 51风流Help documentation to get started with these new capabilities.鈥�&苍产蝉辫;

Balaji Balasubramanian is president and chief product officer for 51风流Customer Experience and Consumer Industries.鈥�

This isn鈥檛 just a consumer trend; it is reshaping engagement models across industries.

The Q4 2025 (51风流CX) release propels this transformation further with new out-of-the-box agents designed for customer service and the ability to easily build custom agents with Joule Studio. Additionally, AI features like predictive segmentation and AI-assisted reporting expedite planning and decision-making鈥攆oundational catalysts for future-ready businesses.

With WalkMe Premium now available across 51风流CX applications, teams can upskill and reskill with in-the-moment guidance. And 51风流Customer Loyalty Management takes new engagement models to the next level, helping businesses strengthen relationships and drive long-term growth.

Here, explore more of the highlights from the Q4 2025 release. And for full sub-solution details, see recaps for , , , , and .

Better customer engagement with out-of-the box agents and custom tools

With SAP, customer experience applications, data and AI come together as one鈥攑owered by 51风流Business Technology Platform. Whether it鈥檚 resolving an issue or managing inventory, CX applications connected to 51风流ERP keep processes running smoothly. AI agents take it further, by reasoning and acting directly in core processes, turning complexity into clarity. One of the most critical areas is in customer support.

• : Deliver instant and accurate self-service by putting knowledge at customers鈥� fingertips. Deflect common inquiries, resolve complex questions with AI, and escalate seamlessly to human agents when needed鈥攔educing contact center load while improving customer satisfaction.
  
  Digital Service Agent can be combined with , creating one conversational AI that handles the entire journey鈥攆rom product discovery and transaction to post-sales support. Customers can ask questions, get answers, and complete purchases in a single frictionless interaction. Together these agents unlock agentic commerce and intelligent service, which strengthens customer relationships and deliver experiences that truly stand out.

• : Create custom, business-ready AI agents for 51风流Customer Experience Cloud applications鈥攆ast and without complexity. Joule Studio, a part of , gives developers a powerful low-code, no-code environment to create and deploy AI agents and connect them seamlessly to Joule, 51风流CX apps and third-party systems. These agents can retrieve information, complete tasks, and run autonomous actions grounded in enterprise data from 51风流CX, 51风流Knowledge Graph, and non-51风流systems.
  
  For example, users can build a sales assistant agent that instantly pulls historical purchase records, analyzes buying patterns, and recommends the most relevant products or offers鈥攈elping sales teams increase conversion rates and shorten sales cycles. Learn how to .

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Boost insights and workforce skilling with AI-powered guidance

AI is no longer optional; it鈥檚 the engine behind smarter, faster customer engagement. As digital experiences raise the bar, customers expect speed, personalization, and simplicity in every interaction. Meeting those expectations requires more than automation. It demands AI-driven insights and skills that scale across the organization.

• : 51风流is embedding AI upskilling into the core of customer experience applications with WalkMe Premium for 51风流CX solutions. This solution empowers employees to work smarter and learn faster, driving better outcomes from day one. With real-time, role-based guidance and automation across , , , and , teams can unlock the full potential for 51风流CX solutions without complexity.

• : Easily generate custom reports and comparisons in 51风流Emarsys, and uncover campaign and customer insights instantly.

• : Enable service agents in 51风流Service Cloud to quickly understand key consumption trends for a premise. With AI-generated summaries of consumption graphs, agents can immediately identify usage fluctuations, anomalies, and important patterns to support faster resolution for utilities customers.
• : Check the overall health of the sales pipeline in 51风流Sales Cloud and display opportunities based on quantity and probability score.
• Promotion and account plan configuration: In , customers can configure promotion types and account plan types, defining scope, levels, spend, and baseline management, in order to enable flexible planning and support future indirect promotions.

• Engagement events: In 51风流Emarsys, ingest inbound events from external data sources to further enhance segmentation and personalization throughout the journey.
• (pilot): Use predictive AI segments in 51风流Emarsys to reach audiences that are most likely to engage based on a contact鈥檚 behavior, status, or channel preference.

Build lasting connections with 51风流Customer Loyalty Management

Customer loyalty is more than a metric; it鈥檚 a long-term strategy for growth. As expectations rise, organizations need solutions that create meaningful, lasting relationships. 51风流Customer Loyalty Management helps businesses deliver personalized experiences, reward trust, and strengthen engagement at every touchpoint, turning everyday interactions into enduring connections.

• : Empowers businesses with AI-driven insights to capture and unify customer data in a dynamic, cloud-based loyalty profile. These profiles provide deep insights into individual motivations, enabling smarter segmentation and highly targeted marketing campaigns. From managing global programs on a unified platform to forming strategic alliances and scaling initiatives for impact, 51风流helps transform loyalty into a measurable, powerful engine for sustainable engagement and success. 51风流Customer Loyalty Management has integrations for 51风流Service Cloud and 51风流S/HANA Cloud Private Edition to make the transformation faster.

The future of engagement is here, get ready with SAP

How we engage is changing faster than ever. SAP鈥檚 Q4 2025 innovations in customer experience anticipate this shift on every level. 51风流CX is enabling organizations to move beyond reactive strategies and into a world of proactive, personalized experiences.

Businesses that embrace and integrate these new models throughout their enterprise, pairing agentic AI with human intelligence and creativity, will set new standards for customer loyalty and growth.

Learn more about 51风流CX in Q4 2025

Read the 51风流Help documentation to get started with these new capabilities.

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Balaji Balasubramanian is president and chief product officer for 51风流Customer Experience and Consumer Industries.

These moments are the building blocks of delivering seamless and memorable experiences — and lasting loyalty.

At SAP, we believe every touchpoint is more than a chance to meet a need. It is an opportunity to deepen trust, demonstrate value, and strengthen the relationship between customer and brand. That belief is at the heart of the 51风流Customer Experience (51风流CX) portfolio — now infused with the power of AI.

Our Q3 2025 release reflects this vision. Intelligence is embedded across the entire customer journey. Generative AI helps service teams classify cases the moment they arrive. Autonomous agents in commerce guide customers to the right products with real-time stock visibility. For marketers, AI personalizes campaigns and generates segment descriptions and translations, ensuring relevance at scale. For sales teams, AI keeps data clean and actionable, eliminating duplicates and surfacing the right opportunities at the right time.

 AI isn’t just about efficiency alone; it is about elevating every interaction into a moment where trust can be deepened and loyalty earned.

Here are the highlights from 51风流CX in Q3 2025.

AI that drives results

From decision-making to customer engagement, AI-powered intelligence and agents streamline processes and remove friction. Teams gain the ability to respond faster, deliver smarter interactions, and grow with confidence while delivering customer experiences that feel effortless, reliable, and personalized.

51风流Service Cloud

• Business information extraction in cases: Save time by automatically extracting registered product information from the case description, using pre-delivered elements for business information extraction.

51风流Sales Cloud 

• Contact and individual customer duplicate checks: Maintain clean, accurate records by managing redundant and data. This generative AI capability checks for duplicates and returns a confidence score, leaving the decision-making in human hands.

51风流Emarsys 

• AI-assisted product finder: Enable marketers to use natural language prompts and keywords to quickly search and locate products for targeted campaigns. Automatic product catalog sync ensures you are always working with the most up-to-date data.
• AI-assisted segment description generator: Generate human-readable segment summaries to improve execution. This ensures that existing segments are easily discoverable with descriptions that are intuitive and straightforward.
• AI-assisted campaign translator (pilot): Translate email campaign copy flexibly and seamlessly within the editing workflow. Localize product descriptions across languages to quickly build, optimize, and launch multi-language campaigns.

51风流Commerce Cloud 

• Shopping Agent: Using product stock awareness to return real-time inventory data, the configurable Shopping Agent can display or hide out-of-stock products in its recommendations. This makes for smarter recommendations, reducing friction and abandoned carts. For B2B transactions, merchants can also choose whether the agent answers questions about bulk product availability.

51风流Revenue Growth Management

• AI-assisted promotion creation: Create new promotions quickly by getting recommendations for promotion names, when to run a promotion, what products to include, which spend type to use, and recommendations for discount type.

Scale smarter with greater flexibility

Scaling efficiently while providing flexibility for customers means optimizing operations, offering expanded channel options, and extending visibility to customers and partners.

51风流Emarsys 

• Microsoft Ads integration: Scale personalized ad experiences across the Microsoft Search Network, including Bing, Yahoo, AOL, and other Microsoft properties.
• Conversational messaging for LINE (): After expanding our offering to in the Q2 release, we now support the popular conversational channel LINE, giving marketers a direct way to connect with customers in the channels they use every day and making it easier to turn engagement into conversion.

51风流Commerce Cloud 

• Central order service: This feature for seamlessly integrates online and offline transactions, paving the way for flexible customer experience scenarios like “buy online, return in store” (BORIS) and “buy in store, return online” (BISRO).
• Availability push: now allows customers to proactively send real-time product availability information to external systems like webshops and marketplaces, ensuring they have the most current stock data without needing to request it.

51风流Sales and Service Cloud 

• 51风流Preferred Success: We are empowering our customers to make the most of their 51风流investments with the . This interactive workshop helps participants pinpoint which processes to optimize, outsource, or remove for the greatest impact. Learn how to identify critical processes, define roles and responsibilities, and establish a sustainable approach to process governance.
• Integration review V2: A comprehensive solution launch checklist for 51风流Sales Cloud and 51风流Service Cloud Version 2 integrations ensures successful rollouts and compliance with 51风流best practices. The checklist systematically evaluates authentication mechanisms, interface configurations, middleware settings, and 51风流Integration Suite implementation. 

51风流Enterprise Service Management

Updates to include:

• Case summary enhancements: Sentiment trend and sentiment graph can now be enabled in the interaction summary for additional information on a customer. Internal and external case notes can be configured and used to generate the resolution summary overview.
• Custom services: Gain more flexibility and extend capabilities without modifying the core application. Integrate external functionality into 51风流Service Cloud V2 with custom services.
• Template visibility and restrictions: Every document is also an opportunity to establish trust. Now you can strengthen document security by limiting template access to those who need it.

51风流Revenue Growth Management 

New to  are:

• Custom KPIs: Assess the performance of your account and promotion planswith custom KPIs, tracking metrics that suit your planning and reporting processes. Save time by creating KPI profiles to define a set of standard pre-defined KPIs.

• Promotion calendar export to PDF: Reduce uncertainty, lower costs, and build relationships with better alignment on annual promotions and EDLP agreements with customers. Key account managers can now share a promotion calendar and associated promotion details in a PDF file, making collaboration easier and decisions faster.

Trust advantage in AI-powered customer experience

AI is now woven into the fabric of the 51风流CX road map, guiding how data, processes, and experiences come together. This deep integration sets the stage for a new era of customer engagement, one where intelligence anticipates needs, adapts in real time, and continuously strengthens loyalty at every touchpoint.

Learn more about what is new in 51风流CX Q3 2025

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

Every moment in the customer journey is a chance to deliver value, earn trust, and build relationships. But delivering consistently great experiences means adapting to evolving trends and expectations with a connected approach to people, data, and systems. 

The Q2 2025 release of the (51风流CX) portfolio does just that. Whether engaging customers, streamlining operations, or empowering employees, this release delivers smarter, faster, more personalized experiences at scale. Powered by AI with harmonized data, it brings improvements across the customer experience life cycle, from first touch to long-term growth, with seamless, value-generating experiences across service, sales, marketing, commerce, and consumer industries.听听

Here are the highlights from 51风流CX in Q2 2025.  

Making every interaction count 

Everyday moments turn into meaningful engagements when experiences are connected, relevant, and effortless. This release helps users go beyond meeting customer needs to building trust and loyalty at every touchpoint.听

51风流Service Cloud  

• Business Information Extraction: and convert it into structured, usable documents 鈥� like auto-filling case descriptions from customer emails 鈥� saving time and manual effort.

51风流Commerce Cloud 

• B2B Self-Service Portal: Raise customer satisfaction and reduce service volume with this scalable, easily implemented . B2B customers can view order status, invoices, and delivery updates鈥攔egardless of how the order was placed. 
• AI Shopping Agent: to drive conversions and growth. With prompting questions and natural, conversational language, the agent guides product discovery and enables in-chat actions like add to cart as well as view order and shipping details.

51风流Emarsys 

• Enhancements 
  • Segmentation: Combine wallet and customer data to target the right people; for example, reengaging those who have not interacted recently with Mobile Wallet campaigns.
  • Expanded Wallet Delivery Channels: Reach customers anywhere with the new Mobile Inbox and Mobile Push channels.
  • Pass Notifications: Automatically deliver timely lock-screen updates for on-the-spot engagement and conversion with mobile wallet users or targeted customer segments. 
• WhatsApp Template Messaging: like promotions and order updates using the rich content, personalization, and multi-language support in 51风流Emarsys.
• Conversational Messaging for WhatsApp (): Have based on contacts鈥� responses.

Scale smarter, operate better 

Sustainable growth requires operational efficiency and built-in customer experience. With unified data connected to core business operations and AI-driven insights, these updates improve internal operations, enhance scalability, and set the foundation for differentiated customer experiences.听

51风流Commerce Cloud 

• B2B Self-Service Portal: Give customers transparency without committing to full commerce and scale when ready, without data migration or replatforming.听Launch this for B2B customers in just weeks with partner packages that simplify setup and accelerate time to value. Built as an ERP add-on, the portal connects natively with back-end systems to surface real-time order and invoice data, reducing support workload and improving the customer experience with accurate, always-on self-service. Out-of-the-box compatibility with 51风流S/4HANA and 51风流Cloud ERP means faster setup, less IT effort, and long-term flexibility.听
• Open Payment Framework: Support for brings unified checkout, reliability, and built-in security and validation to the payment experience, accelerating time to market and increasing conversions.听

51风流Sales and Service Cloud听

• : Accelerate time to value and maximize your investment in 51风流with services navigator for 51风流Sales Cloud and 51风流Service Cloud Version 2 implementations. Part of 51风流Preferred Success for 51风流Customer Experience solutions, the navigator helps users discover relevant services from their 51风流Preferred Success subscription for each stage of a project, align support offerings with project goals and timelines, and improve business outcomes with accelerated adoption and reduced risk.
• : Reduce the costs and complexity of internal issue resolution with unified service delivery. By centralizing and structuring inquiry management and response, out-of-the-box integrations of 51风流Enterprise Service Management with 51风流Business Suite applications break down silos to improve service delivery across finance, HR, marketing, facilities, sales, support, and more.听

51风流Revenue Growth Management听

New to in Q2 2025 includes:听听

• Fund management: Gain control over trade spend鈥攃reate funds, manage and adjust fund budgets, and track spending for promotions.
• Analytics dashboards: Get quick access to planning data and insights into P&L for individual promotions with embedded 51风流Analytics Cloud, 51风流Revenue Growth Management analytics dashboards.听

AI that accelerates impact

Across the experience life cycle, AI-powered embedded intelligence and autonomous AI agents help unlock faster decisions and better outcomes. This release helps teams move faster, engage smarter, and scale with confidence.

51风流Sales Cloud 

• Sales Order Summary: Enable sales managers to act quickly with like price changes, product substitutions, on-time delivery probability, and more 鈥� boosting accuracy and profitability.
• Account Duplicate Check: Protect data quality and reduce the manual effort of dealing with redundant data. Account Duplicate Check uses AI to so users can maintain clean, accurate records and drive smarter engagement.听

51风流Service Cloud 

• Registered Product Summary: Empower agents with a of a product鈥檚 service history, turning standard service calls into a strategic conversation. 
• Business Information Extraction: from unstructured documents using AI, helping unlock insights and action.听

51风流Emarsys 

• Natural Language Search for Product Curation: Enable marketers to using natural language search, helping them move faster and build the right use cases. 

Innovation that connects it all

From loyalty to growth to operational agility, these innovations help deliver more intelligent, connected experiences at every touchpoint 鈥� with the adaptability and scalability to grow lifelong customer value. 

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

B2B and B2C customers are demanding virtual sales interactions and smooth, consultative customer service experiences, according to a report from . Yet, 51% of businesses still struggle to provide the right data, processes, and capabilities that allow sales and service teams to deliver moments that create lasting connections.

Now, with greater ease, 51风流customers can access the content, guided expertise, resources, and planning methods essential to building a cloud-based technology foundation for this new era of sales and services. And all of this is possible through the plan for 51风流Sales Cloud and 51风流Service Cloud, expanded edition.

Maximizing Value with Focused, Proactive Guidance

Offering a combination of omnichannel sales and value-added customer service is, by no means, a simple feat that can be achieved overnight. Making this transformation requires mutual understanding and close collaboration between sales and service teams, accessing data-driven insights on customer needs and expectations and delivering value at every touch point with effective technologies.

The expanded edition of 51风流Preferred Success for 51风流Sales Cloud and 51风流Service Cloud can deliver that advantage with exceptional support from knowledgeable 51风流experts throughout the lifetime of a cloud solution investment. Without processing another statement of work, 51风流customers can move from planning and implementation to go-live and active operation with such speed and effectiveness that they can transform their customer experience faster and more efficiently.

For example, reviews and related analysis help maintain peace of mind throughout the deployment of a cloud solution, keeping organizations on the right path toward achieving their goals. This can include quality checks to help ensure integration integrity, in-depth release guidance for future feature adoption, targeted training programs on the latest topics and best practices, and service-level agreements for enhanced support.

But what makes the expanded edition of 51风流Preferred Success for 51风流Sales Cloud and 51风流Service Cloud truly distinctive is the long-term, enhanced partnership it can provide to help advance and accelerate the cloud journey. Throughout the subscription lifecycle, organizations are continuously supported by experts and specialized services designed to meet their unique needs.

Access to Product Specialists

Appointed based on their technical and product-based expertise, product specialists leverage their knowledge and insights to help accelerate business outcomes and maximize the consumption of 51风流solutions. They achieve this by recommending and overseeing the delivery and scheduling of crucial services, providing direct access to experts for targeted advice on solutions, and advising on 51风流best practices.

This experience can allow sales and services organizations and their stakeholders to enhance the ROI of their overall investment in cloud solutions from 51风流by:

• Acquiring functional and technical knowledge when needed
• Receiving answers to queries related to standard integration with other 51风流solutions
• Addressing critical implementation difficulties quickly and resolutely

Solution Reviews

During prescriptive solution reviews, 51风流experts work closely with customers to analyze their usage patterns and advise on process improvements and transformation journeys that align with their success plans and business goals. Specifically, they focus on aligning usage with best practices, measuring the impact of changes on business operations, and identifying areas for improvement.

Customers can also benefit from collaborating with subject-matter experts during these reviews, receiving recommendations and advice on changes that can help mitigate or resolve business challenges, improve the customer journey, and reduce bottlenecks proactively. This service can offer stakeholders valuable insights into simplifying and optimizing operations, reducing administrative work, boosting process efficiency, and enhancing transparency for user adoption and cloud landscape stability.

New Feature Activation

51风流customers can also receive assistance in identifying, evaluating, activating, and maximizing the impact of the latest features to support their business operations better. Subject-matter experts help provide an enhanced adoption experience by aligning business goals with value and product capabilities, creating a tailored adoption plan, and providing guidance and enablement to activate features.

The new feature activation service can also assess and enable the impact of new configurations and simple customizations added to 51风流Sales Cloud and 51风流Service Cloud. By matching business needs to updates that offer better value, 51风流experts can evaluate the potential benefits and risks of the new additions, pinpointing system changes needed to activate and test the update to measure business outcomes.

Reaching Mission-Critical Goals with Extra Impact

The right technology partner can make all the difference 鈥� especially as expectations for sales and customer service experiences continue to evolve. Providing access to expert guidance, resources, and support when and where needed helps ensure businesses drive customer loyalty and success.

The expanded edition of 51风流Preferred Success for 51风流Sales Cloud and 51风流Service Cloud can deliver on that promise with a transformative approach to sales and customer service. This significant step towards creating personalized, value-driven experiences can help sales and services teams not only meet but exceed customer expectations, turning transactions into lasting connections.

Ready to amplify the impact of your sales and customer service experiences? or contact your local 51风流representative to learn more about 51风流Preferred Success for 51风流Sales Cloud and 51风流Service Cloud, expanded edition.

Amitesh Tiwari is a solution manager for the Chief Innovation Office of Cloud Success Services at SAP.

These new capabilities will help businesses automate time-consuming tasks and quickly analyze data from across the enterprise to gain valuable, actionable insights that deliver more intelligent, personalized experiences for customers.

Unlike other generative AI technologies that only utilize the data found in one siloed system, these new AI capabilities leverage SAP鈥檚 wealth of experiential and operational data, as well as data from third-party sources, to provide businesses with a holistic view of their customers. Proactive, contextual, AI-powered insights from across the enterprise help organizations optimize business processes and adapt to unique business needs and rapid changes in the market.

鈥淧utting customers at the center of business transformation requires delivering a strong, personalized customer experience with intelligent CX,鈥� said Ritu Bhargava, President and Chief Product Officer, 51风流Industries and 51风流CX, SAP. 鈥淭hese new AI capabilities within the 51风流CX portfolio will allow businesses to unlock their full potential, improve customer loyalty, solidify themselves as industry leaders and reap the benefits of generative AI with intelligent CX solutions that have a tangible impact on businesses. These capabilities are the next step in redefining intelligence to deliver a delightful customer experience, effortlessly.鈥�

The new capabilities, which include tailored use cases for commerce, sales, customer service and marketing teams, are the next step in delivering intelligent CX and enabling teams to work more effectively and efficiently. This will help ensure customers can deliver exceptional customer experiences that differentiate their businesses, create brand loyalty, deepen customer relationships and ultimately drive profitability. These new capabilities, which can be applied across the entire 51风流CX portfolio, include the ability to:

Automate Labor-Intensive Tasks with Curated Role-Based AI Tools
New AI capabilities include more than 10 CX role鈥揵ased tools that aim to increase productivity and efficiency by automating routine tasks, leaving time for more nuanced aspects of business. For the service team, when a customer issue arises, AI can help summarize the situation and align the team on the problem, provide an overview of customer sentiment, suggest a solution and even track how quickly the issue is resolved. This step increases efficiency, boosting the business鈥� bottom line and giving workers more time to focus on strategic initiatives.

Supercharge Catalog Management and Product Discovery with AI
Catalog health is one of the most arduous tasks for commerce managers. Items that are not tagged properly won鈥檛 show up in searches and incomplete product recommendations take away from conversions. Commerce managers can ensure high levels of product visibility and discoverability by using the new AI capabilities to review product tags and catalogs, generate and customize product descriptions and help guide customers to the right choice for their needs.

Retrieve Answers in Natural Language with Proactive AI
Using AI to identify and answer customer questions within conversations will free up sales and service teams to focus on more value-adding tasks. For example, a salesperson might receive an e-mail from a customer asking about products. This new capability, intelligent Q&A, reads the e-mail, points out the important questions and gives the salesperson a suggested written response that includes the latest product information.

Surface Customer Profile Intelligence in Context
About 76% of global consumers prefer personalized marketing communications,, an 51风流company, showing that it is imperative for businesses to have a 360-degree view of their customers. With AI-generated customer profiles supported by the real-time 51风流Customer Data Platform, businesses can combine data from all business applications and surface these profiles to customer-facing teams. This holistic view allows workers to quickly understand customer preferences, enabling a more personalized and relevant service. If a customer reports a delayed delivery, front-line workers can use the AI-generated customer summary, which includes information on order histories, previous interactions and preferences, to quickly resolve issues and provide a better customer experience.

鈥淥rganizations are looking for a trusted platform technology and AI partner which they can adapt and grow with today as well as thrive with in the future,鈥� said Alan Webber, Program Vice President, Digital Platform Ecosystems, IDC. 鈥淪AP鈥檚 approach to connecting data across the enterprise, both in 51风流systems and beyond, provides a foundation customers can build on for the long term. Furthermore, SAP鈥檚 decades-long experience designing business processes from AI can be leveraged to reduce AI鈥檚 time to value.鈥�

51风流is also infusing AI capabilities into existing products across the 51风流CX portfolio with the ability to:

Fortify Customer Identity and Access Management with AI
The 51风流Customer Identity and Access Management solutions are debuting new AI risk-based authentication capabilities. These new functions secure user identity data and help prevent threats by gaining intelligence across all digital properties and brands. Users will have a unified customer view and consent profile, making data connected and adaptable for real-time customer engagements. Providing this level of customer data privacy and security is essential to preserving our customers鈥� trust. 51风流solutions hold our customers鈥� most sensitive data, so we take this extremely seriously and it remains our top priority.

Create Personalized Content Creation Powered by Generative AI
Using generative AI, the 51风流Emarsys Customer Engagement platform gives marketers the ability to create targeted, compelling email content that delivers the right message to the right audience. The 51风流Sales Cloud and 51风流Service Cloud solutions will also embed two new generative AI capabilities: AI-generated summary and e-mail response generation will help users identify relevant information, have more effective customer interactions and ultimately deliver superior customer service.

To learn more about these capabilities, read 鈥�Revolutionizing Customer Experience: The AI Advantage.鈥�

Visit the . Follow 51风流at .

Media Contact:
Jillian Baker, +1 (516) 554-4450, jillian.baker@sap.com, ET
51风流Press Room;听press@sap.com

This document contains forward-looking statements, which are predictions, projections, or other statements about future events. These statements are based on current expectations, forecasts, and assumptions that are subject to risks and uncertainties that could cause actual results and outcomes to materially differ. Additional information regarding these risks and uncertainties may be found in our filings with the Securities and Exchange Commission, including but not limited to the risk factors section of SAP鈥檚 2022 Annual Report on Form 20-F.
漏 2023 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see  for additional trademark information and notices.

To increase customer service quality, the company wanted to share information and optimize business processes across its sales, service, and marketing activities.

Moving from Manual Processes to Integrated Activities

At PILLER, different departments were using their own IT solutions.

The service department had manual processes, such as Microsoft Excel spreadsheets, to dispatch service technicians. The technicians were logging into a central server to retrieve data and recording customer support by e-mails and conversations. The sales department had a basic access environment due to custom-made products with individual serial numbers. There was no master data; tailored sales quotes were done on paper, posing challenges for data updating and quality. The marketing department was conducting its business, like capturing trade-fair leads or planning and executing campaigns, by hand and with spreadsheets. All these manual activities were time intensive and prone to human error.

To enable the marketing, sales, and service teams to perform to the best of their abilities, PILLER wanted solutions that allowed it to share important information. It wished to harmonize all customer-related processes, from initial contact and order management to delivery of spare parts and follow-up.

鈥淔or new products or customers, it鈥檚 important that real-time master data in our core software is mirrored in our sales, service, and marketing systems. We can do this by integrating 51风流Customer Experience solutions and 51风流Field Service Management with 51风流S/4HANA,鈥� said Frank M眉nzner, in-house 51风流consultant for Lead to Cash at PILLER Blowers & Compressors GmbH.

Adopting Cloud Solutions to Achieve Innovative Customer Service

PILLER employed the solution to help address the needs of its sales team and integrate functionalities, such as managing quotes and orders, in one place. The solution offers a search capability and a modern, intuitive user interface.

The company is using the to help create service tickets, which are the single point of customer contact, with product serial numbers and metadata. Integrating this mobile app with the solution can enable technicians to receive service ticket information on an Apple iPad, so they can have everything they need to carry out their work. This can also translate to good customer support.

By deploying the solution and integrating it with 51风流Sales Cloud, PILLER now proactively shares data, such as service tickets, lead opportunities, and customer contacts, between the sales and marketing teams. This lets the company contact a customer with a warranty option or service cost reduction, for example.

PILLER has now integrated the three 51风流Customer Experience solutions for sales, service, and marketing and with , the company鈥檚 enterprise resource planning (ERP) software.

PILLER partnered with to gain advice about new functionalities and implementation support, while provided guidance around leveraging the potential in terms of business transformation and digitization.

Gaining Comprehensive Customer Visibility with Integrated Solutions

The major advantage in connecting the 51风流Customer Experience portfolio, 51风流Field Service Management, and 51风流S/4HANA is that real-time data can be available across all these solutions. While master data, such as for a new product, customer, or material, is entered and kept in 51风流S/4HANA as the core software, it鈥檚 automatically pushed into the other integrated solutions.

This is helping PILLER deliver highly efficient and innovative customer service and business models. The company gains a comprehensive view of worldwide customers in real time while interacting with them at each stage of their journey in a targeted manner.

There are now customer-related processes across departments, sites, and systems as well as consistent communication throughout the company, thanks to standardized forms and templates. The business is achieving agile sales with faster response times and better allocation of target groups. It鈥檚 also making decisions for customer management based on facts and analyses.

Other benefits the company achieved were:

• 360-degree view of customers worldwide in real time
• 90% less paper with digital processes
• 30% reduction in effort by using digital processes

鈥淲e鈥檝e always combined tradition with innovation when manufacturing our blowers. With 51风流Customer Experience solutions, our customer management operations are superior to those of our competitors. We鈥檙e able to keep a close eye on processes and respond quickly and accordingly,鈥� said Thomas Henzler, CIO at PILLER Blowers & Compressors GmbH.

Rolling Out Customer-Centric Solutions

Combining and the 51风流Field Service Management mobile app with 51风流S/4HANA is helping deliver real-time data for integrated processes.

The integration of the 51风流Field Service Management mobile app with 51风流Service Cloud is being piloted with three service technicians and garnering positive feedback so far.

Watch an of 51风流Sales Cloud to help build lasting customer relationships and to maximize customer lifetime value with connected service. Read about the benefits companies achieved with . View a  and  to learn how to maximize productivity and asset uptime with 51风流Field Service Management. .

Karin Fent is senior director of Global Customer Success Digital Supply Chain at SAP.

But Harrods鈥� most important channel is still its flagship store.

鈥淲hen we talk about luxury and the importance of experience, the store is core to what we do,鈥� Erik Rasmussen, head of 51风流& Data Analytics at Harrods, told 51风流on the NRF 2023 showfloor. 鈥淗aving that single flagship store is still absolutely crucial to Harrods鈥� DNA and something that we expect to drive going forward for a long time.鈥�

Harrods鈥� flagship store is about 1 million square feet (about 93,000 square meters) of retail space in Knightsbridge, an upscale London neighborhood known for grand Victorian and Georgian homes, fine dining, and, of course, high-end shopping. This single, full-line department store offers food, fashion, homeware, furniture, and technology 鈥� and it reaped 拢2.4 billion in sales last year.

鈥淪o, small footprint but massive business,鈥� Rasmussen said, noting that the flagship store alone carries more than 400,000 products from about 4,000 brands. 鈥淎nd incredible things [are] going on every day.鈥�

To keep incredible things happening, Harrods and 51风流invested in the Single View of Customer project, an analytics initiative to help Harrods better understand how customers interact with the brand. When Harrods can accurately anticipate what shoppers will want, it can deliver memorable experiences that make delighted customers say, 鈥淲ow!鈥�

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鈥淗arrods is a unique model…A lot of other retailers will have a smaller selection of products in store and an endless aisle online,鈥� Rasmussen said. 鈥淎t Harrods, the most complete shopping experience is still to come into the store because of the variety…[and] the different experiences you have.鈥�

Indeed, Harrods rewards shoppers at its brick-and-mortar flagship store with expert associates and a truly impressive array of products. For instance, in the furniture department, you can see examples of each piece and then choose your very specific model based myriad variables, such as size, headboard style, and even jewelry configuration.

鈥淲ith one single product, you can very quickly get into things like 10,000 different permutations,鈥� Rasmussen said during a presentation at SAP鈥檚 NRF booth. 鈥淲hen you think about that spread across an entire product assortment 鈥� spread across all the brands that we carry 鈥� you suddenly start to find yourself in a really challenging data management perspective.鈥�

To conquer that challenge, Harrods consolidated all the relevant data from vendors and others into its backend, according to Rasmussen. Harrods鈥� digital technology team then built a Web app that lets shoppers personalize furniture from start to finish 鈥� from browsing to home delivery.

鈥淎 lot of heavy lifting that we had to do on the backend 鈥� it鈥檚 not easy to make this work,鈥� Rasmussen said. 鈥淏ut from a customer experience, ultimately it becomes pretty seamless.鈥�

Investing in Customers 鈥� And Single View of Customer

It鈥檚 vital that Harrods get better acquainted with the roughly 2.5 million consumers registered in its loyalty scheme, according to Rasmussen. Of the 400,000 or so unique customers who shop in store each year, the top 0.1%, roughly 400 people, account for about 20% of Harrods鈥� sales.

A 2021 implementation of 51风流Customer Activity Repository and 51风流BW/4HANA laid the foundation for much of Harrods鈥� analytics, according to Rasmussen. And, as a high-value 鈥� as opposed to high-volume 鈥� business, Harrods鈥� enterprise resource planning (ERP) system and data warehouse could analyze every individual transaction.

鈥淭his type of investment 鈥� giving us the right insights, the right analytics, the right visibility 鈥� has really empowered our teams,鈥� Rasmussen said. 鈥淜nowing that information 鈥� and we let that feed things like the Single View of Customer platform or our data science initiatives or replenishment 鈥� is fuel to the things we can do to drive our business.鈥�

Such drivers include reactivation campaigns, as happened with a shopper to whom Harrods offered a free pastry with a 拢50 purchase, according to Rasmussen. The customer made a qualifying purchase, received the complimentary gift, and then promptly returned to the salesfloor to spend another 拢30,000.

鈥淚f we can reactivate those types of customers across the entire 2.5 million [customers], the opportunities for our growth will be enormous,鈥� Rasmussen said. 鈥淚t鈥檚 something that we鈥檙e already seeing pay dividends, and we鈥檙e really excited to see what we can develop for the future.鈥�

The Future Is Still Experience

Predictive analytics will be a big focus for Harrods, especially identifying new shoppers who might be similar to its high-value customers, according to Rasmussen. Data from 51风流Marketing Cloud, 51风流Customer Data Cloud, and 51风流Service Cloud can help Harrods spot 鈥� and serve 鈥� its next big spenders, alongside transactional information through 51风流Customer Activity Repository and analytics via 51风流BW/4HANA.

鈥淗ow can we take a customer who might look like they鈥檙e spending 拢2,000 and realize that they are customers who should be spending 拢200,000?鈥� Rasmussen said in . 鈥淕et them the right personalized service within either our personal shopping department, our concierge service, or a stylist to make sure that we can nurture them more quickly.鈥�

And, again, this seamless customer experience is made possible by a lot of work on the backend. But it鈥檚 worth it, according to Rasmussen.

鈥淭he two things I take away from what we鈥檝e done at Harrods are one, customer experience comes first,鈥� Rasmussen said. 鈥淪econdly, I think we鈥檝e really benefited from the strong partnership we鈥檝e made with our technology partners, 51风流being one of them. We鈥檙e making sure that we can invest with them, co-innovate with them, and…we鈥檙e collectively moving towards giving the customer the absolutely best experience.鈥�

Interconnection is the first aspect of the intelligent 51风流Customer Experience (51风流CX) portfolio, bringing operational and contextual data to the individual engagement.

In a changing world, both customers and utilities are forced to adapt:

• The customer has unprecedented access to smart devices
• Energy and water providers are asking consumers for usage flexibility and conservation
• Programs are available and mandated to support home and business owners with decarbonization investments
• The utility is deeply involved in distributed electric generation, energy storage, and decarbonization

Staying connected constantly with customers is a critical factor for succeeding in the energy transition.

Globally, utilities have been driven to expand and shift, and there is no end in sight. While energy and water suppliers must embrace sustainability goals, the industry is developing new business models. Utilities are becoming retailers for commodity and non-commodity offerings. To their consumers, the utility is a trusted partner and welcome advisor when investing in home energy and storage or electric transportation, or simply subscribing to bundled home service offerings for energy, water, telecommunication, transportation, and other services.

This means that a utility company faces what seems to be contradicting goals: optimizing classic customer operations for stable and reliable energy and water supply, while at the same time innovating the customer experience with speed.

To meet these two important goals — optimize and innovate — companies are specifically demanding better customer solutions.

On the one hand, customer service must maintain, if not improve, customer satisfaction while lowering cost-to-serve. Automation of manual tasks, digital channels, and process excellence are key. On the other hand, innovating customer experience can be tricky for a utility. Traditionally, especially in regulated markets, the energy and water supplier did not need to focus on nurturing customer relations and growing a market share. Time-to-market, digital storefronts, and third-party collaboration can be challenging for the classic utilities culture. Consumer technology has grown rapidly. People now come with smart devices and expectations, and are used to seamless shopping experiences.

To be competitive, utilities must learn and adopt best practices from other industries, including retail, electronics, and automotive. Introducing new products and services requires a state-of-the-art marketing and sales execution setup.

Customers expect individual — and respectful — communications and offerings. Insight is the next aspect in the 51风流Customer Experience portfolio, with timely, meaningful, and predictive data to anticipate, support, and optimize customer interactions. A best-of-suite business solution with end-to-end process for lead to cash and service request to resolve enables both, optimizing the back office and innovating the front office.

“Our utilities customers have the goal to build customer intimacy and involve their respective end customers in the energy transition journey, including them becoming energy generators and contributors to the grid as well,” says Daniela Sellmann, global vice president and head of the at SAP. “This can only be achieved if the front and back office come together to get a 360-degree view of the end customers. That is why we strategically invest in our customer experience solution for utilities.”

51风流is unmatched in combining enterprise resource planning (ERP) with CX solutions in the industry context. CX includes several applications, connecting service, sales, marketing, e-commerce, and customer data on a solid and flexible platform. SAP鈥檚 continued focus on delivering and innovating industry-tailored CX solutions is visible both in the current product portfolio and road maps.

With the , launched in 2022, utilities customer service teams in the office, on the road, and at home can easily connect to their customers. A redesigned agent desktop runs at greater speed, scalability, and availability. The extends 51风流Service Cloud with native integration to meter to cash in the 51风流for Utilities portfolio, the core of energy and water back-office processes.

51风流Sales Cloud equips sales teams with the right tools in today鈥檚 complex selling environment. When used in combination, 51风流Service Cloud and 51风流Sales Cloud can .

Innovative products require an online presence, which is where 51风流Commerce Cloud, subscription management add-on, delivers a store front and e-commerce platform suited and ready for any utility offering.

51风流Emarsys Customer Engagement is the new marketing solution to personalize interactions and 51风流has an exciting road map for utilities-specific analytics and tactics, with pre-built content for listening to signals during customer journeys and context-sensitive responses.

The partner ecosystem plays a critical role delivering 51风流Customer Experience solutions, not only with implementation services but also enhancing 51风流offering with apps; for example, through 51风流store.

“We now have more than 14 apps built for 51风流for Utilities and CX, covering multiple scenarios for customer data, service, sales, marketing, deregulation, or CPQ and product management to meet specific needs,”says Edgar Kauter, managing director at Power Reply Germany. “As an industry cloud partner, we see SAP’s investment in CX and the industries and we value the innovation. Utilities can easily see how the standard 51风流portfolio, together with our standardized apps and implementation services, provides not only a quicker time to value, but also cost-efficient processes.”

A seamless customer experience requires a seamless organization and a seamless solution. Any integrated front office and back office requires adaptive measures, the third aspect of听 intelligent CX from SAP. Adaption means that feature-rich 51风流applications can be personalized, extended, integrated, and composed with other apps; for example, industry cloud partners.

51风流is on a mission to help make utilities businesses more customer-centric. Discover , and explore road maps to discover how 51风流plans to improve the integration design of sales orders for utilities commodity contracts in 51风流S/4HANA听.

Robert Straubinger is chief solution expert for Solution Management Utilities at SAP.

鈥淥ur investment in CX technology has been all about aligning with our business strategy and vision in a customer-centric way,鈥� said Carlson. 鈥淐onnecting data on a centralized platform across the sales team, contact centers, and marketing has resulted in higher sales and close rates, more responsive customer service with faster resolutions, and a competitive advantage for our brands.鈥�

Connected Data Is Foundational to Customer Loyalty

Moen is among the cadre of respected brands that rely on solutions to help deliver innovations for achieving high-growth plans. In fact, the company鈥檚 strategy reflects a market-wide sea change in how CX itself has transformed from a siloed tactic to strategic business must-have. While Moen鈥檚 foundational B2B connections remain strong, similar to many manufacturers, the company has moved closer to customers including retailers, contractors, plumbers and other service providers, as well as consumers. The initial impetus for the company鈥檚 CX investment was focused on sales team digital communication readiness with customers.

鈥淲hile we began by thinking about the selling process alone, we quickly realized that if we can connect all this data 鈥� interactions between sales and service, customer and consumer data, and marketing campaigns 鈥� that would drive our entire business strategy forward to build customer loyalty,鈥� said Carlson. 鈥淔rom an investment perspective, we far exceeded our initial revenue goals for the first three years. Our call agents can handle more calls and have added important cross-selling responsibilities. Marketing-wise, we can better target people who are calling into our contact centers, providing prospects like trade partners with personalized content. Due to our early success, we continue to invest in this strategic platform. We now have loyalty programs driving customers to purchase products that will deliver continuous value to them.鈥�

Digital Innovations Drive Business Opportunity

Moen is a prime example of how leading-edge manufacturers are taking advantage of digitally-fueled growth opportunities. When cloud-based platforms connect information from front-to-back office processes, new business models emerge. For example, Moen has expanded offerings into areas such as smart home technology, introducing new revenue models by monetizing customer data to sell products like scented shower head subscriptions. On a daily basis, service agents have easier access to a digital knowledge base of Moen鈥檚 products, while sales people appreciate a mobile-first experience when they鈥檙e on the road.

鈥淲e took our service agents 100% digital with a knowledge management solution that details SKUs down to the part level,鈥� said Carlson. 鈥淭hey can answer questions faster, even digitally sharing images with customers to help identify parts and products. If customers share a competitor鈥檚 product image, our agents can offer a discount to replace it with a Moen product. We鈥檙e also exploring the best methods of supporting installation and replacement questions, including step-by-step video instructions or referrals to local plumbers for customers who want field service.鈥�

Data Exchange Gets Closer to Customers

With its strong customer partnerships, Carlson said that Moen has a better sense of what鈥檚 selling in specific markets. Online customers can easily find the product they鈥檙e seeking on Moen鈥檚 Web site, along with local retailers that have it in stock. Moen also has dedicated sales agents for e-tailers and retailers, with service agents in select markets to help in-aisle purchasing. Homeowners working with their general contractor can find Moen product information in showrooms, supported by local sales teams who update displays based on sales demand. Minus a direct relationship with consumers, one of the biggest benefits of digitalization has been the continuous exchange of information with retailers.

鈥淣ow that we have the tools and technology, we鈥檙e looking ahead to become more sophisticated in finding out more from retailers how customers are experiencing our products,鈥� said Carlson. 鈥淭hey can provide us with feedback to helps drive some of the service aspects of what we provide or what we should be doing.鈥�

CX Becomes Competitive Advantage

According to Nitin Badjatia, head of Solutions and Marketing for 51风流Service Cloud and 51风流Sales Cloud, customer service can no longer operate as an island, disconnected from the rest of the organization. In an era where products and services are introduced at the pace of innovation, modern customer service is intertwined with the entire value chain.

鈥淢anufacturers are only getting closer to their channel partners and consumers,鈥� said Badjatia. 鈥淭o foster customer loyalty and keep up with fast-changing market demands, organizations need to create meaningful connections throughout the customer life cycle. It鈥檚 why we developed the intelligent 51风流Service Cloud, to provide customer service with fast and accurate insights that will not only help resolve immediate issues, but also protect the brand promise and secure future growth.鈥�

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According to a , while 80% of companies are turning to digital solutions to navigate current business challenges, only about 30% are successfully achieving a true digital transformation of their business. The innovations announced today will help 51风流customers accelerate their transformation journey with cloud-based solutions that provide the end-to-end business process support customers most need. The announcements come on the first day of , SAP鈥檚 global customer and partner conference, taking place in person and virtually May 10鈥�12, 2022.

鈥淔or 50 years, SAP鈥檚 mission-critical solutions and deep industry expertise have helped businesses around the world run their best,鈥� said Christian Klein, CEO and member of the Executive Board of 51风流SE. 鈥淲e鈥檙e uniquely positioned to continue enabling our customers鈥� success in a rapidly evolving world by driving cloud-based digital transformation that solves customers鈥� most pressing challenges, from supply chain resilience to sustainability.鈥�

Resilient Supply Chains and Intelligent Business Networks

51风流innovations improve supply chain efficiency and transparency, enabling improved performance and resilience. Through its ongoing partnership with Apple to transform the way people work on iPhone and iPad, 51风流is announcing today a new suite of apps that streamline the digital supply chain and empower workers with intuitive tools. The first two of these mobile apps 鈥� and 鈥� launched today and are available now in the Apple .

In addition, the new solution brings together the latest analytics, edge computing, automation and state-of-the-art innovations supporting manufacturing processes end to end to help customers optimize manufacturing performance. 51风流Business Network also continues to evolve as the world鈥檚 largest business network, and with the planned integration of Taulia software customers can unlock the value tied up in their working capital.

Moving Businesses from Talk to Action on Sustainability

The increase in number of 51风流solutions for sustainability uniquely positions the software to help companies move from well-meaning talk to meaningful action. New innovations out today include new capabilities in the solution to help companies innovate across key areas of sustainability management. The enhanced solution helps customers reduce product carbon footprints at scale with live connectivity with 51风流S/4HANA Cloud, including transport and travel capabilities.

Enabling Business Process Transformation

Customers continue to adopt the solution to redesign their end-to-end business processes and transition to a modular, agile ERP in the cloud. Several customers will be on stage at 51风流Sapphire to showcase how they use RISE with 51风流to deliver business innovation. Partners are also helping our customers scale these innovations through best practices and bespoke solutions: RISE with 51风流and SOAR with Accenture now integrate and deliver what businesses need for a cloud-based transformation, including cloud infrastructure management, application management and operations services. The latest release of the solution includes new dynamic case management and case modelling capabilities. The solution supports native integration with and Microsoft Teams to improve organizations鈥� ability to deliver on their brand promise with better visibility, greater accountability and faster time to resolution.

Accelerating Innovation with No-Code and Low-Code Development, Process Automation, Data and AI

, a leading no-code, low code development environment for enterprise applications, now includes native integration with the 51风流Service Cloud solution and is available as part of the free tier model for 51风流Business Technology Platform (51风流BTP). The solution, also part of the , has been enhanced for no-code workflow management and robotic process automation (RPA).

deliver AI-powered innovations to optimize intelligently business processes end to end, including lead-to-cash, design-to-operate, recruit-to-retire and source-to-pay. 51风流provides to tailored learning resources and experiences in the 鈥渟tudent zone鈥� of the . To support the growing need for accelerated app development by nontechnical users, 51风流is launching additional , including an enhanced skills.

News Guide 2022 for 51风流Sapphire

Get more details on all news, product launches and updates in the 2022 for 51风流Sapphire.

Visit the 51风流News Center. Follow 51风流on Twitter at .

About SAP

SAP鈥檚 strategy is to help every business run as an intelligent, sustainable enterprise. As a market leader in enterprise application software, we help companies of all sizes and in all industries run at their best: 51风流customers generate 87% of total global commerce. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers鈥� businesses into intelligent enterprises. 51风流helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want 鈥� without disruption. Our end-to-end suite of applications and services enables business and public customers across 25 industries globally to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, 51风流helps the world run better and improve people鈥檚 lives. For more information, visit .

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This document contains forward-looking statements, which are predictions, projections, or other statements about future events. These statements are based on current expectations, forecasts, and assumptions that are subject to risks and uncertainties that could cause actual results and outcomes to materially differ. Additional information regarding these risks and uncertainties may be found in our filings with the Securities and Exchange Commission, including but not limited to the risk factors section of SAP鈥檚 2021 Annual Report on Form 20-F.
漏 2022 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see for additional trademark information and notices.
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Now, service organizations have an opportunity to exceed traditional expectations in the same way. Instead of being considered simply a means of connection and cost containment post-customer purchase, intelligent service teams can become a strategic driver to direct value back to the business.

The new intelligent 51风流Service Cloud revolutionizes customer service by delivering meaningful customer connections throughout a customer life cycle. Focusing on speed, insights, and accuracy, at unmatched speed 鈥� protecting the brands promise and securing future growth.

Upgrade to the new version of 51风流Service Cloud.
.

This release re-imagines how service is executed by:

• Connecting to customers throughout the life cycle. Pre-, during, and post-transaction, intelligent customer connections bring the right information at the right time to delight customers.
• Putting the service agent back in control with a reimagined agent console that provides instant visibility of every customer interaction.
• Driving greater accuracy and accountability听with powerful case management workflows that help ensure the right expertise is applied to resolving customer issues.
• Helping agents resolve issues faster and deliver better customer experiences through , which uses AI and conversational analytics to enable contact center teams to automate post-call tasks and flag compliance risks.
• Enabling remote workers to seamlessly engage with customers and collaborate to solve critical issues through native integration with Microsoft Teams.
• Increasing business agility and enhanced services experiences through low-code/no-code application development. 51风流AppGyver enables non-technical users to adapt the application to meet the evolving needs of the service experience.
• Achieving greater speed, scalability, and availability in the cloud by supporting all hyperscaler platforms.

Constant change is a business opportunity. Seize it!

The service center is the new profit center. Today鈥檚 customer transaction is the start of a long relationship to come. Clients expect add-ons, options, and subscriptions, which create incremental revenue streams for business.

Think of automobile manufacturing. Until recently, a car driven off the dealer鈥檚 lot was essentially complete. The consumer could add some after-market enhancements, such as a roof rack or pinstriping, but the vehicle was effectively finalized. Service reps could use the vehicle information to manage, maintain, and service the car. Compare that to the current generation of electric vehicles. Over-the-air updates are essential, and they can fundamentally alter the performance of the vehicle. Regular digital updates mean that the car is never complete.

As service becomes more complex, intelligent customer service professionals struggle with not knowing which products have shipped, whether updates were executed, or about desired customer features or complaints. Without access to current information across the demand and supply chain, service teams are disconnected from the rest of the organization.

We built the new intelligent 51风流Service Cloud to seize the opportunity to expand business models. With a highly composable, adaptable architecture, the new 51风流Service Cloud can natively make the critical connections to data, intelligence, and applications across your value chain to enable speed and accuracy for customer issue resolution.

Built on the world-class 51风流Business Technology Platform, we have built the next-generation agent console, one that delivers the right information, at the right time 鈥� from 51风流S/4HANA systems such as billing and invoicing, as well as external sources 鈥� without expensive third-party tools.

Additionally, with integration to world-class experience management powered by Qualtrics XM Discover, organizations will be able to navigate uncertainty by listening and acting with empathy. As agents work on cases, XM Discover automatically enriches customer profiles with critical sentiment, effort, and emotional intelligence enabling an agent to level-up their conversations with customers.

With Greater Visibility Comes Greater Accountability

To help service teams gain visibility, they need to look for solutions that offer case management features that can be customized to address industry-specific requirements.

Consider the example of a return material authorization (RMA) process. RMA is different for each industry. A retail business would enter a customer return into the point-of-sale system and likely place it back in inventory. In the semiconductor industry, returning a pallet of product would kick off dozens of processes; for example, the manufacturer would receive the goods, start a review by the quality assurance team, and potentially consult engineering about any functional deficits.

Case management features can enable visibility across a company鈥檚 unique RMA process. With this functionality, service teams can get a bigger, better, and more accurate picture of what happens when their industry-specific flow is initiated. This visibility helps service people communicate more clearly and effectively. It also enhances accountability across the business by helping everyone identify bottlenecks and proactively communicate with customers about delays.

Case management workflows serve at the heart of structured work. With case management designer from within 51风流Service Cloud, users can create and adapt service processes as business needs changes.听 When business demands require extending deployment, 51风流AppGyver integration empowers non-technical professionals to quickly adapt to new business challenges.

Deliver a Better Employee Experience for Greater Business Success

Modern service technology also helps identify where solutions to a single problem can be extended to address other outstanding issues. Often, a problem for one customer service agent is also experienced by other agents.

Offering service professionals integrated data in a single location can help them make intelligence-based decisions. Agents get the tools they need to do their job efficiently and effectively; customer service agents are retained by putting the power in their capable hands to solve a company鈥檚 biggest service problems

The new agent console in 51风流Service Cloud is designed to be the unifying console for all actionable information that agents need to capture, analyze, and process information. Purpose-built with a bias toward action, the agent console infuses machine learning to surface the right knowledge, data, and processes to deliver consistent resolution for customer issues.

Combine all of this horsepower with our Microsoft Teams strategic partnership, and you have a real-time collaborative engine that can harness the collective wisdom from across your organization 鈥� and your customers 鈥� to speed up the resolution process.

Service organizations have long been a defensive team, often forced to wait for others before taking action. With intelligent integrated solutions, service finally has the chance to go on the offense. Technology that helps service teams solve issues proactively, efficiently, and productively gives them a renewed opportunity to satisfy customers and help the business succeed.

Effective servicing is a strategic imperative for all organizations.听 The new intelligent 51风流Service Cloud is built on a foundation to enable a modern era of servicing, where successful customer resolution enables greater customer satisfaction. Available today, it elevates servicing as a critical lever to deliver on your brand鈥檚 promise.

Sanjeet Mall is senior vice president and head of Sales Cloud and Service Cloud Products at SAP.

To address this challenge, 51风流has been investing in that improve overall developer efficiency, enable more employees to automate tedious tasks, and create applications that simplify work in a compliant and secure fashion 鈥� all of this without needing to write a single line of code.

We are excited to announce several new capabilities in our low-code/no-code portfolio today at 51风流Sapphire.

51风流AppGyver Now Part of 51风流Service Cloud

is a no-code application development platform that enables developers of all skill levels to create enterprise-ready applications with drag-and-drop simplicity.

With the integration of 51风流AppGyver in , all 51风流Service Cloud users can create custom applications to extend functionality without needing to write code. For example, 51风流Service Cloud users can visually create apps for service agents that allow them to serve their customers better by connecting and acting on data from other systems such as 51风流S/4HANA. This way, the service agent can log into 51风流Service Cloud to find out what equipment the customer is using, see a list of compatible spare parts, and view inventory in 51风流S/4HANA without leaving 51风流Service Cloud. In addition, users can also use the 51风流Fiori design system, which provides templates, tools, and guidelines to create beautiful mobile and web apps.

Create No-Code Business Logic Using Visual Cloud Functions

Turning an idea into an app used to require extensive development skills. 51风流AppGyver already offers developers a no-code tool to build the front end of an app. In the next few months, we plan to add additional cloud-powered capabilities that will allow all 51风流AppGyver users to visually create cloud-hosted data models and serverless application logic without any code.

With the entire backend process also visual, 51风流AppGyver users will no longer need to leave the no-code environment to build fully functional and scalable enterprise-grade applications. For more information about the current and future capabilities of 51风流AppGyver, see the .

Visually build cloud-hosted data models and serverless business logic without leaving the no-code environment.

is an example of a customer that used 51风流AppGyver to accelerate application development and built multiple applications for the entire manufacturing process, all deeply integrated with its manufacturing systems.

鈥淪peed of innovation is of great importance to us,鈥� said Tuomo Lehtim盲ki, CEO of Verge Motorcycles. 鈥淲ith 51风流AppGyver, we were able to develop and integrate a custom, highly flexible system to orchestrate our entire manufacturing process in just a few months 鈥� all without having to write a line of code. The apps provide real-time insights into our operations and help us make decisions faster.鈥�

Simplify Collaboration Between Business and Development Teams

Earlier this year, 51风流announced the general availability of , which combines workflow management and robotic process automation into a single no-code drag-and-drop solution. It enables companies of all sizes to create workflows, automate repetitive or manual tasks, and simplify and improve business processes.

New 51风流Process Automation capabilities make it even easier for business and development teams to collaborate while helping ensure security and governance. Professional developers can develop advanced processes and business logic and create reusable sub-flows that can be made available to business users. Business users can leverage these sub-flows and create sophisticated workflows and automation in a visual, no-code fashion in compliance with IT requirements. More information about recent and upcoming functionality can be found in and .

51风流Process Automation is now also available in the free tier of 51风流Business Technology Platform. .

New Learning Resources to Get Started

To support the need for accelerated app development, we have introduced an . The certification is aimed at non-technical users with little to no experience writing code. It acknowledges skills built in the to understand fundamental concepts and gain technical know-how for application development.

We are also introducing a free series of , which will be delivered by 51风流partners in small learning environments to support one-on-one attention.

For more:

• Visit
• Join
• Explore the and听 areas of sap.com
• Learn through and the

Bharat Sandhu is senior vice president of Application Development, Automation, and AI at SAP.

According to researchers, 65 percent of organizations will move to digital first through automated operations and contact-less experiences as physical interactions become an amenity of the past. Translated to the retail industry, timed product discount windows will not be enough to secure customer loyalty that turns into sufficient profits this season or after. Customer loyalty now comes down to understanding and managing the entire shopping experience, from the moment someone hears about a product, researches their choices, navigates the company鈥檚 website, and makes a purchase decision.

Connected Data Changes Customer Experience

While IDC surveys found that people are increasingly using self-service technology, what鈥檚 happening behind the scenes 鈥� from retail product sourcing through sales 鈥� is also driving shopping experience transformation. When a consumer purchases a product online, and other feedback loops at any time can capture their experience, including satisfaction levels with the buying process, shipping and delivery, the product itself, and follow-up services. Bringing this data into the rest of the company, such as product development, supply chain, and marketing, transforms the relationship between customer and retailer in ways that last long after the crush of any Black Friday sale.

鈥淐ompanies are becoming that are able to listen, understand, and act on what customers are experiencing,鈥� said Francesco Rovico, senior business enterprise consultant at SAP. 鈥淏y connecting customer experience X-data with operational O-data, retailers can differentiate by delivering more personalized shopping experiences to consumers for brand loyalty and revenue growth.鈥�

Turning Data Into Targeted Offers

This transformed shopping experience upends a slew of Black Friday traditions, such as rushing into stores at midnight only to find the shelves devoid of the specially priced product we coveted. In fact, the point of understanding the customer experience and connecting data company-wide is to prevent supply chain shortages.

For example, retailers could collect and analyze consumer sentiment about purchasing an advertised product by incentivizing them with discounts to take a survey. When the consumer responds to the survey by scanning a QR code, retailers can securely capture their personal data from social media or sign-up information on the company website. Getting the answers to questions like whether or not someone was interested in a product 鈥� or if a discount would be valuable 鈥� and combining that data with inventory and supply chain data in could allow retailers to better stock products aligned with projected customer demands. It can also help retailers personalize offers.

鈥� allows retailers to analyze information from anywhere the consumer interaction takes place, including social media, the company website, texts, email, or even a support center phone call,鈥� Rovico said. 鈥淭aken together, this data provides a demographic profile of the consumer that the retailer can use to dynamically create targeted promotions, down to the 鈥榮egment of one.鈥欌��

From Social Influencers to Sales

Of course, the end of Black Friday also means customers can shop on their laptops, track their product shipments on their mobile devices, and return items by dialing into a call center. Retailers need to connect data from all these different places in order to deliver a satisfying shopping experience.

Consider social influencers, who share videos of products and explain how they are used. Viewer comments are a gold mine of information if retailers apply artificial intelligence (AI) to analyze consumer sentiment data and combine it with go-to-market strategies such as pricing and promotions.

鈥淎fter watching a social influencer video, someone might post a comment that they like a product, but it鈥檚 too expensive,鈥� Rovico said. 鈥淯sing 51风流Marketing Cloud and , retailers can connect customer sentiment analysis from different social channels with data stored in , combine them with the experience data from previous interactions and create personalized campaigns with 51风流Marketing Cloud to help increase sales 鈥� maybe offering that consumer lower-priced, but comparable products.鈥�

Experience Management is Here to Stay

There is no reason why retailers could not incorporate customer experience management strategies into everyday shopping. Suppose a customer leaves without emptying their virtual shopping cart but they have previously purchased a certain number of products. Retailers could automatically text or email a discount coupon with the most appropriate offer based on that consumer鈥檚 continuously updated profile to bring them back and even refer a friend.

Retailers can also collect feedback about the consumer鈥檚 experience at any point of the return process 鈥� whether by phone, text, chat, or online survey 鈥� triggering personalized discounts on related items. Using this information, retailers can better understand a customer鈥檚 likelihood to purchase a product and act on that feedback in near real time. And when in-person shopping returns, retailers will also need to bring that data into everything else they understand about their customer.

As for Black Friday鈥檚 demise this year, I have never viewed waiting in cold parking lots in the middle of the night or struggling to get through unruly crowds as shopping amenities. My holiday wish is that experience management moves from seasonal trend to shopping mainstay.

Follow me: @smgaler
.

51风流Sales Cloud provides a technological framework for sales teams to take the pulse of each deal, monitor sales analytics, forecast sales revenues and improve sales strategy with content recommendations.

According to the report, 51风流was recognized for completeness of vision and ability to execute.

鈥淚n today鈥檚 competitive marketplace, there is no second chance at securing a deal 鈥� customers have freedom and options to look elsewhere if their needs aren鈥檛 being met,鈥� said Paula Hansen, chief revenue officer of 51风流Customer Experience. 鈥淲ith 51风流Sales Cloud, sales organizations can manage the overall health of the business down to individual deals, ultimately driving successful sales results.鈥�

The 51风流Sales Cloud solution is part of the larger 51风流Customer Experience portfolio, which also includes the 51风流Marketing Cloud, 51风流Commerce Cloud, 51风流Service Cloud and 51风流Customer Data Cloud solutions.

To learn more, download a of the report, including Gartner鈥檚 in-depth analysis of the sales force automation landscape.

Visit the . Follow 51风流on Twitter at .

Media Contact:
Janice Tsoules, +1 (650) 223-4817, janice.tsoules@sap.com, ET
51风流Press Room; press@sap.com

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner鈥檚 research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 51风流are intended to identify such forward-looking statements. 51风流undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP’s future financial results are discussed more fully in SAP’s filings with the U.S. Securities and Exchange Commission (“SEC”), including SAP’s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
漏 2020 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see for additional trademark information and notices.

In its latest report, Gartner assessed products of 10 sales SPM vendors, including the 51风流Sales Cloud solution.

SPM software from 51风流is deployed as SaaS only and offers all the core SPM functionalities, including (ICM) and territory and quota management. This SPM offering, along with salesforce automation and the 51风流CPQ solution, are part of the 51风流Sales Cloud portfolio.

With 51风流Sales Cloud:

• Lenovo reduced its quota-setting time to one week from one month
• Docker increased accuracy of payment compensation plans by 95 percent, nearly eliminating disputes
• Pivotal Software reduced compensation inaccuracy by 72 percent

鈥淚n a competitive landscape it is critical for companies to set aggressive goals to ensure fast growth,鈥� said Paula Hansen, chief revenue officer and co-head of 51风流Customer Experience. 鈥淏ut the truth is many companies don鈥檛 hit their revenue goals, with average quota attainment often falling in the 50鈥�60 percent range. SAP鈥檚 SPM solution includes analytics with machine learning that increases operational efficiency and planning effectiveness, which helps turn sales professionals into a profitable sales machine.鈥�

The 51风流Sales Cloud solution is part of the larger 51风流Customer Experience portfolio, which also includes the 51风流Marketing Cloud, 51风流Commerce Cloud, 51风流Service Cloud and 51风流Customer Data Cloud solutions.

51风流was also named a Leader in CPQ application suites and salesforce automation.

To learn more, , with Gartner鈥檚 in-depth analysis on the sales performance management landscape.

Visit the 51风流News Center. Follow 51风流on Twitter at .

Media Contact:
Michael Baxter, +49 151 1719 6185, m.baxter@sap.com, CET
51风流Press Room; press@sap.com

Sources: Gartner, Magic Quadrant for Sales Performance Management, Melissa Hilbert, 18 February 2020. 51风流is previously listed as CallidusCloud because 51风流acquired the company in April 2018. Magic Quadrant for Configure, Price and Quote Application Suites, Christina Klock, Mark Lewis, 28 October 2019. Magic Quadrant for Sales Force Automation, Theodore Travis, Melissa Hilbert, et al., 26 June 2019.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner鈥檚 research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 51风流are intended to identify such forward-looking statements. 51风流undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP’s future financial results are discussed more fully in SAP’s filings with the U.S. Securities and Exchange Commission (“SEC”), including SAP’s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
漏 2020 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see for additional trademark information and notices.