CRM and customer experience

Engage customers with personalised experiences

Build lasting brand loyalty by offering meaningful experiences that delight customers.

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We hope you'll enjoy the new home of the relevant, timely content that you've come to rely on over the years.

  • Original Research
    8 reasons leaders should change how they think about customer engagement

    SAP surveyed 10, 000 general respondents and 4, 800 senior decision-makers across six countries for the 2026 Global Engagement Index, resulting in the most comprehensive picture of enterprise customer engagement available today.

    Sara Richter
    Published on 20 March 2026
  • Original Research
    Three strategies to break the B2B buyer loyalty paradox

    Discover three practical strategies to close the B2B buyer loyalty gap. These proven steps help you transform fragmented experiences into strategic partnerships that drive measurable growth.

    Jessica Keehn
    Published on 11 January 2026

Explore AI and trends in CRM and CX and discover best practices for getting started.

  • Trends Predictions
    Customer experience + AI = Conversion
    Zhi Xuan Wu
    Published on 10 December 2025
  • Best Practice Guide
    AI in customer service and support: A strategic guide
    Published on 23 September 2025

Browse the latest customer experience content

Learning what drives customer behaviour helps you to deliver a top-notch, personalised experience. Find insights from the experts on how to make the most of your customer data.

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