Customer experience and CRM innovations
Recent innovations
Tools to centralize and deepen customer loyalty
Earn the loyalty of your customers by delivering experiential journeys that are relevant and rewarding.
AI agents for sales, service, and e-commerce
Elevate the customer experience with AI built into CRM, e-commerce, and marketing apps. AI agents help customers find products, check order status, and answer service questions, freeing your support teams to focus on value-added activities.
AI-enhanced digital adoption for CX
Drive digital adoption with WalkMe Premium for SAP CX solutions, an AI-enhanced platform that helps teams guide and automate workflows while providing insights into usage, reducing friction, and maximizing the value of enterprise software.
Planned innovations
Q4 2025
Customer sentiment analysis
View the trend of customer sentiment over time based on the sentiment associated with each interaction, from first to last touch.
Q4 2025
Advanced marketing segmentation
Integrate SAP Customer Data Platform’s audience builder with SAP Emarsys for richer data and a single-tool marketing workflow.
Q1 2026
Display promotion recommendations
Determine promotion recommendations based on products or product categories with SAP Omnichannel Promotion Pricing and display them on the product details page.
Explore SAP Customer Experience road maps
E-commerce
Learn how an integrated, scalable, and enterprise-grade digital commerce platform can help you fuel innovation and drive profitable growth.
Service
Deliver a consistent service experience and connect customer contacts from different channels in one solution.
Customer engagement
Refine your segmentation strategy to create targeted communications and engage customers using advanced personalization capabilities.