Imagine your customer opening your app after receiving a personalized email offer. They are expecting a seamless experience.
SAP and Google Cloud Expand Partnership to Deploy Multi-Agent AI
Instead, they immediately encounter friction. They’re asked to repeat information they’ve already shared across multiple channels and departments. Then they see an offer for the item they just purchased, rather than something similar or new. And when they encounter an issue down the line, customer support doesn’t recognize their history.
Micro moments like these do not feel minor to customers anymore. They feel inexcusable. Customer expectations have changed faster than most brands can keep up. Customers now assume brands know who they are, what they need, and what’s happening right now. And they expect brands to act on that knowledge instantly.
At the same time, businesses are embracing a new era of AI. Dubbed “agentic AI,” it represents a paradigm shift where AI doesn’t just analyze or recommend products, but increasingly plans, decides, and acts through a network of agents. This creates a massive opportunity for customer experience (CX) leaders today, in particular marketers, who, according to McKinsey, are leading in AI adoption amongst business functions. But it also raises the stakes.
Because when AI moves faster than your data, systems, and processes, it exposes everything that’s broken. That tension—between rising expectations and disconnected reality—is exactly what SAP and Google Cloud are addressing together.
