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25 September

SAP AppHaus Network Partner Bluestonex Builds the Bridge: From Inspiration to Hands-On AI Innovation

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With so many new opportunities brought about by artificial intelligence, companies need to make informed decisions, prioritize, and invest wisely in new AI technology. Not everything that is possible today makes sense in their specific business reality. That is why customer enablement is a crucial part of the global SAP AppHaus Network and its partners. Here’s a recent example of customer enablement provided by SAP AppHaus Network partner Bluestonex.

In early July 2026, SAP AppHaus Network partner Bluestonex invited customers to an immersive hands-on workshop day at the Bluestonex AppHaus Oswestry, Shropshire, UK. The focus was placed on two industries: retail and supply chain. During the event, attendees watched inspiring demos of new SAP AI capabilities powered by the SAP Experience Center and took part in interactive sessions to experience industry innovation and learn along the pragmatic, human-centered innovation approach.

Different showcases for retail and supply chain

Two different showcases shed light on different applications and scenarios from the retail and supply chain industries.

The first showed how data can be surfaced and acted on meaningfully via the use of AI and smart application functions including SAP Business Data Cloud (SAP BDC) and Bluestonex’s flagship master data management and governance solution, Maextro. The second showed different supply chain and warehouse use cases from the retail and manufacturing industry, where the participants could experience the demo with physical mobile devices and interactive stock movements as if they were in the warehouse setting itself.

Two work streams to explore AI-infused innovation

After learning about the art of the possible brought about by the latest SAP Business AI solutions of the Autonomous Enterprise, the workshop attendees split into two work streams to explore different aspects of AI-infused innovation:

The first group went through a process of rapid ideation and prototype development with a fast-paced innovation approach. Participants got hands-on, creating both low-fidelity and high-fidelity designs. To do so, they were shown how different AI tools, such as Joule Studio, are changing the way applications are built.
To explore the skills needed for successful AI adoption and to address the culture shift, the second session used LEGO® Serious Play® and explored the human side of AI transformation. The method is used for skill-building exercises to then tackle a central challenge: building a model that represents how AI could fundamentally change an existing business. The participants learned a set of guiding principles for AI that they can apply in their day-to-day business.

SAP AppHaus Network partners acting as front-runners

The workshop is a good example of how SAP partners such as Bluestonex act as front-runners when it comes to exploring the Autonomous Enterprise and adopting AI in a meaningful way. During the workshop, experts helped customer teams identify appropriate use cases, design a concept for an AI agent, and create a real business solution that can be built with the latest SAP technology, encouraging and enabling them to conquer this new environment with all its opportunities. The guiding workshop principle was to create value in their respective company context.

The feedback given by some of the participants seems to acknowledge that:

“Wow. Mind blown! Great team showing the art of the possible. Excellent.”
“Really great day overall. I always love the real-world scenarios. The hands-on sessions were a highlight, and it’s a great visual display of what’s possible.”
“Great way to generate ideas, meeting other people, engaging format. The real-world scenarios stood out.”
“The space itself—the Bluestonex church—was a highlight. Love the SAP Experience Center content on the big, beautiful screen.”

Looking back from two perspectives

Workshop scene at Bluestonex AppHaus Shropshire, UK, with Dan Barton, Bluestonex co-founder, and Tobias Gollwitzer, SAP AppHaus.

Richard Henry, head of Growth, SAP BTP, Data, & Innovation at Bluestonex, looks back: “The addition of the latest demo content powered by the SAP Experience Center to Bluestonex’s industry workshop model marks another step in our mission to help customers realize the Autonomous Enterprise. By combining the latest innovation stories, industry experiences, and SAP Business AI with proven SAP AppHaus methodologies, we move beyond inspiration to action. Through hands-on workshops, design thinking, and immersive experiences, organizations can explore, validate, and prioritize real business opportunities. In the end, our focus remains the same: we want to turn innovation with the latest SAP solutions into practical outcomes and adoption, all for the benefit of our customers.”

Tobias Gollwitzer, senior director and regional lead EMEA, SAP AppHaus Walldorf, concludes: “This workshop is just another proof of the exceptional agility, the dynamic approach, and attitude of our SAP AppHaus Network partner in the UK. The team invites and motivates SAP customers to be among the first to conquer new SAP industry-specific technologies, grasp and move towards SAP’s Autonomous Enterprise solutions to their best advantage.”

Imke Vierjahn is communications lead for SAP AppHaus Network.

22 September

BUSINESS NEWS

100+ Leader Positions: SAP CX Dominates G2 Fall Grid Reports 2026

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SAP Customer Experience has once again claimed top honors across the G2 Fall 2026 Grid Reports, earning 100+ Leader positions across categories, segments, regions, and report types. Driven entirely by verified customer reviews, this recognition reflects the trust thousands of businesses place in SAP CX to help power their most critical customer-facing operations.

What makes G2 recognition uniquely meaningful? Every ranking is driven entirely by verified customer reviews; there’s no analyst scoring and no vendor submissions. When SAP CX earns a Leader badge, it’s because our customers said so.

“Earning a Leader position in a G2 Report is highly competitive and rooted in verified customer reviews,” Godard Abel, co-founder and CEO, G2, said. “Congratulations to SAP Customer Experience for achieving this distinction. Buyers can be confident this ranking reflects the authentic experiences of real users.”

Shining stars: the standout achievements

SAP Commerce Cloud delivered one of the strongest performances this season. It holds the #1 position in the Enterprise segment for Order Management and #2 Overall. SAP Commerce Cloud also made impressive gains in two other critical categories: climbing from #3 to #2 in the Enterprise E-Commerce Platforms segment and from #3 to #2 Overall in Omnichannel Commerce. The trajectory is clear: SAP Commerce Cloud is accelerating.

SAP Sales Cloud reinforced its standing as a powerhouse in enterprise sales technology, ranking #3 among 54 players in the CRM Enterprise market and #4 among 35 global players in Enterprise Sales Analytics. In one of software’s most fiercely competitive arenas, these rankings are a compelling statement of trust and performance.

SAP Service Cloud earned its place as a Leader in the Global Enterprise Help Desk Grid, a recognition that reflects the consistent, high-quality service experiences our customers deliver to their own customers, every single day.

S AP Engagement Cloud holds strong to its continued leadership position in both email deliverability and personalization engines. These both prove the solution’s ability to support the most dynamic and high-volume enterprise senders this upcoming holiday season.

What’s next: AI at the heart of SAP CX

Being recognized today is one thing. Building for what’s next is another. SAP CX is pushing the boundaries of AI-driven customer experience, with Q2 2026 delivering transformative innovations across sales, service, marketing, and commerce.

In SAP Sales Cloud, the new agentic opportunity summary helps transform how sales teams manage their pipeline, aggregating engagement signals and activity data into a real-time deal view that can surface risks early and sharpen prioritization. Complementing this, SAP Incentive Management now leverages AI-supported recommendations to help sales leaders optimize compensation plans and unlock performance insights that were previously buried in data.

In SAP Service Cloud, the AI-first email editor equips agents with intelligent tools to help compose and manage customer interactions with greater speed and precision. Agents can now also create sales leads and opportunities directly from the service workspace, helping to turn every support interaction into a potential revenue moment.

In SAP Engagement Cloud, the new AI-assisted content composer can generate and adapt images and copy directly within block-based emails using natural language prompts. Outputs stay grounded in the context of your audience and related products or campaigns for more accurate and engaging results. Teams can move from idea to campaign in minutes without leaving their workflows.

In SAP Commerce Cloud, the standout innovation is conversational AI shopping via Model Context Protocol (MCP) integration. This enables AI agents to query live product catalogs, provide inventory updates, manage carts, and complete transactions, all within natural chat or voice interfaces.

Together, these capabilities mark a decisive shift, from AI as a passive insight tool to AI as an active participant in every customer interaction.

The voice of the customer

G2 rankings are earned, not assigned. Every badge is the result of real users sharing their honest experience. Here’s what some of our customers have to say about our products:

SAP Commerce Cloud
“I also appreciate the AI-driven intelligence features such as personalized recommendations, smarter search, predictive insights, and automated merchandising optimization, which significantly enhance customer experience and business efficiency.” – Vedant G, Manager EWS | Read the full review

“What sets SAP Commerce Cloud apart is its unmatched stability and depth when handling complex, enterprise-grade operations. While lighter platforms might look sleeker out of the box, SAP Commerce Cloud shines where stakes are high and business models are complicated.” – Hitesh Mistry, Accounting Specialist Vodafone | Read the full review

SAP Sales Cloud
“Out of all the CRMs I have worked with, SAP has proven to be the most mature of all of them. As being a customer service representative you often need access to records that other teams handle, SAP eases my access to contact records, sales proposals and quotes, account creation requests, escalations, and regular CSR tickets.” – Hitesh Mistry, Senior Customer Service Rep | Read the full review

“I find it most useful for providing real-time visibility into the sales pipeline. I also appreciate the strong forecasting capabilities, as they give us a better sense of expected revenue.” – Verified User, Enterprise | Read the full review

SAP Service Cloud
“I like how SAP Service Cloud is becoming more AI-driven, especially with features like automatic case classification, sentiment analysis, and AI recommendations that reduce manual effort.” – Carl N, CSIS Web Design Instructor | Read the full review

“I use SAP Service Cloud for managing my customer support team, solving case management issues, automating customer responses, and reporting and analyzing team performance. It’s fast and easy to manage, saving me time.” – Olatunji O, Support Associate, Hospital & Healthcare | Read the full review

SAP Engagement Cloud
“I like the stock tracking dashboards and direct revenue attribution, which help me a lot to understand performance. Additionally, the predefined campaigns aimed at the online channel make our work easier, as we only need to develop them according to our business, which ultimately benefits internal developments. The focus on automations that we are implementing internally is also a positive point for us.” – Food & Beverage Enterprise User | Read the full review

19 September

BUSINESS NEWS

Colombina’s Cloud Move with SAP Delivers Faster Delivery, Stronger Security, and AI Readiness

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Ninety-nine years ago, in the fertile valleys of western Colombia where sugar cane is plentiful, Don Hernando Caicedo imagined turning the colors, shapes, and flavors of tropical fruits into luscious hard and soft candy treats.

His dream led to the founding of Colombina and to a colorful corporate logo inspired by a character from an Italian opera who swung on the moon. In the 1960s, his son, Don Jaime H. Caicedo, took over the company and drove a major transformation, diversifying its offerings and expanding sales abroad.

Expansion

That early spirit of reinvention has continued to shape Colombina’s growth, turning a family-founded confectionery business into a diversified food company with international reach. Today, Colombina is a multinational leader in food production with a portfolio of 19 categories, including confectionery, cookies, chocolate, sauces, preserves, ice cream, and coffee, along with a global workforce of more than 8,000.

From seven processing plants and 39 distribution centers in Colombia, Venezuela, Central America, and the U.S., Colombina serves 750,000 customers in more than 90 countries worldwide and generates annual sales of almost US$1 billion.

But with a global footprint spanning manufacturing, distribution, and retail, the company had to continually review and adapt specialized technology solutions for each market segment.

Colombina’s leadership recognized that this fragmented approach made it difficult to ensure the integrity, availability, and confidentiality of business information at scale, and that the company needed to standardize processes across dozens of markets while continuing to grow sales and manage costs.

IT priorities

Colombina identified key areas in need of standardization, particularly finance and supply chain management, and recognized that a unified technology foundation was critical to sustaining growth and operational efficiency.  Security also emerged as a top priority, shaping many of the technology decisions that would follow.

To address these challenges, it embarked on a major transformation led by CIO Jesús Brand, a long-time ASUG Colombia chapter president and respected figure across the region. Colombina’s objective was to effectively use data to achieve its business goals faster and with less risk.

By moving to the cloud, Colombina was seeking to streamline product planning, manufacturing operations and models, and quality management processes. It also focused on simplifying supply chain tasks, including inventory, warehousing, delivery and transportation, order promising, and logistics material identification.

RISE with SAP

A long-term SAP customer, Colombina signed up for RISE with SAP, migrating from SAP ERP Central Component to SAP S/4HANA Cloud Private Edition in a full, simultaneous migration executed across 16 countries. The solution covers key business functions including finance, asset management, manufacturing, supply chain, and sales, but the company went a step further.

To harmonize its operational data, Colombina integrated its cloud ERP with a broad ecosystem of SAP solutions, including SAP Fiori, SAP SuccessFactors, SAP Integrated Business Planning, SAP Analytics Cloud, and SAP Ariba, among others.

At the same time, John Carlos Jaramillo, an IT project manager at Colombina for over 20 years, noted that governance and security were strengthened through SAP Cloud Application Services, which helps run, manage, and continuously optimize the company’s expanded SAP landscape.

Jaramillo also highlighted the value derived from engaging with the SAP Enterprise Architect, particularly through strategic advisory and guidance on adoption opportunities. He emphasized the benefit of gaining a clearer understanding of the contractual entitlements available to the organization, enabling more effective utilization of existing SAP investments and maximizing the value of their licensed capabilities.

He also highlighted the guidance provided around key strategic initiatives, including clean core, helping drive a sustainable and extensible ERP landscape; SAP Cloud ALM, enabling stronger operational visibility and application life cycle management practices; and Joule Base, supporting the exploration of AI-driven capabilities and accelerating the organization’s journey toward business innovation and increased user productivity.

Security benefits

Among the overall security benefits, the new system provides protection at different layers, including the operating system, applications, and users, while delivering low downtime and quick, thorough resolutions. Before implementation, system downtime was a significant issue for Colombina; now, with double the number of application servers, downtime has been reduced and most customer issues can be resolved within 45 minutes.

Colombina’s IT team also reports high confidence when looking ahead to updates, with reduced concerns thanks to predictable update windows that typically take place at the weekend. In addition, the new system provides early watch alerts, enabling the IT team to get in front of potential risks on a day-to-day basis. SAP for Me helps monitor and maintain the flow of these activities and gives a clear view of current infrastructure, operating system, activities, and risk profiles.

Tangible results

The impact has been tangible: Colombina now offers next-day delivery and has improved average customer response times by more than a third. Workload distribution has improved dramatically, while the business has seen fewer customer returns, stronger demand planning, and more efficient HR management.

But the company is not stopping there. Having introduced Joule for SAP SuccessFactors, Colombina is preparing to activate Joule Agents across its business and is implementing SAP Databricks for data models, working with SAP Business Data Cloud to build the right data foundation for future AI capabilities.

16 September

Video_SAPcomm

Team Liquid x SAP: Unlocking the Future of Performance at Race to World First

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For years, data has powered champions. Now, for the first time, we see everything.

Congratulations to Team Liquid on another Race to World First victory! Back-to-back champions and now five-time winners in a row!

@TeamLiquidMMO and SAP enter a new arena at Race to World First – the most grueling challenge in modern esports. Weeks of relentless competition. Barely enough time to recharge. Pressure like no other tournament. And now, a completely new way to compete.

With SAP Business Data Cloud, real-time biometrics, player well-being data, in-game performance metrics, SuccessFactors player information, and AI-driven recommendations all come together in a single intelligence layer – moving from reaction to advantage, from intuition to anticipation.

The future of performance is here, with SAP Business Data Cloud.

Bring Out Your Best.

Learn more about SAP Business Data Cloud: https://sap.to/6057B1STX7

Read more about how Team Liquid is changing the game in esports data analytics with AI and SAP solutions: https://news.sap.com/?p=247106

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About SAP:
As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://sap.to/6056B1STkG

#TeamLiquid #RaceToWorldFirst #Esports

15 September

Video_SAPcomm

From Data to Dominance | @TeamLiquidMMO x SAP

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Race to World First demands more than skill. It demands data.

SAP and @TeamLiquidMMO are using real-time biometrics and AI-powered insights to unlock peak performance. 🚀

Congratulations to Team Liquid on another Race to World First victor! Back-to-back champions and now five-time winners in a row!

#TeamLiquid #RaceToWorldFirst #Esports

25 July

Video_SAPcomm

The Future of Supply Chain Planning Reimagined | Joule Agents

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See how Joule Agents help planners move from insight to action across the supply chain.

Supply chain planning is becoming more conversational, adaptive, and autonomous. With SAP Business AI, planners can use natural language to understand forecast drivers, risks, and scenario outcomes, while Joule Agents help orchestrate multi-step planning activities across the business.

This video shows how Joule Agents can support exception resolution, supply and inventory adjustments, simulations, cross-functional coordination, and continuous monitoring for anomalies. The result: better visibility, faster planning cycles, and more resilient, cost-efficient operations across the end-to-end supply chain.

From sensing conditions to understanding impact and coordinating execution, SAP helps supply chain teams reimagine planning with AI that learns, responds, and supports better decisions.

Build a more agile, resilient, and customer-centric supply chain with AI: https://www.sap.com/products/scm/ai.html

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#SAPBusinessAI #SupplyChainPlanning #JouleAgents

07 July

Video_SAPcomm

How leaders can shape the future of AI ✨

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History has taught us that some technological shifts are simply inevitable. Like the internet, AI is now a fundamental force transforming every industry. The question isn’t if we will adopt it, but how we will lead through the transition.

Waiting for a perfect, risk-free strategy is no longer an option. As Muizz Bolanji of @danfoss states in this clip, the only way forward is to get our hands dirty and learn by doing.

Human judgment remains the most critical component. AI provides the output, but we provide the context, the wisdom, and the strategic direction. This is about embracing experimentation to actively shape our future, not waiting for it to happen to us.

Hear more about this pragmatic approach in the full SAP AI Voices episode: https://sap.to/6051BD49Rf

#AIVoices #SAP #ArtificialIntelligence

30 June

BUSINESS NEWS

How SAP Customers Are Simplifying Software Expansion with SAP Store

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The hardest part of buying enterprise software isn’t finding it—discovery is basically solved. You can find thousands of enterprise software options in an afternoon. The hard part is everything that happens between finding the right solution and actually having access to it.

Who owns the procurement motion? How does pricing get negotiated? Who handles the contract? What about tax, invoicing, and payment? Which team tracks approvals? And once it’s signed, how does it fit into existing contracts and renewal cycles?

Most of these previously mentioned challenges occur in e-mail chains, spreadsheets, and conversations that no one fully documents. Seventy-three percent of B2B buyers actively avoid suppliers who send irrelevant outreach—they’ve already done their research by the time they engage. But the internal process of actually completing a purchase remains as manual as it was a decade ago. Research, shortlist, evaluate, and then hand it off to a process that moves at a completely different speed.

This is especially true for organizations with existing SAP investments. Expanding a software landscape that’s already complex—adding new capabilities, aligning contracts, managing co-term timing across multiple products—adds layers of coordination that can slow even straightforward decisions to a crawl. Every new solution that doesn’t co-term with an existing contract means another renewal date to track, another negotiation cycle to manage, and another piece of the landscape that runs on its own timeline.

SAP Store exists to help remove those layers and barriers. For SAP customers, it’s the single place to discover, trial, and purchase both SAP and partner solutions—over 3,600 of them—within an environment that’s already connected to their existing SAP landscape. When a customer modifies an existing contract through SAP Store, new purchases automatically co-term with the original order. Pricing and discounts, if applicable, are inherited from the previous contract. There are no separate renewal cycles to manage, no renegotiations from scratch.

The buying process itself is also built to help remove the common points of friction. Automated entitlement checks confirm compatibility before a purchase is completed. Pre-verified product dependencies prevent deployment issues after the fact. For customers that want to move quickly, many solutions offer a “Buy Now” path that goes from selection to provisioned access in under 15 minutes. No forms to fill out, no calls to schedule.

04 June

Video_SAPcomm

What’s New in SAP Analytics Cloud | Deep Dive with Product Experts | Q2 2026

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Explore the latest SAP Analytics Cloud Q2 2026 release highlights across planning, analytics, data modeling, stories, and Microsoft Office integration.

In this quarterly release highlights video, SAP Analytics Cloud product experts walk through new and enhanced capabilities designed to help teams plan with more flexibility, analyze data more intuitively, and build better reporting experiences. You’ll see updates for Smart Insights on SAP Datasphere models, Job Monitor enhancements for data export API and delta calculation jobs, and new enterprise planning capabilities including advanced formulas, data locking, multi actions, plan auditing, and planning API improvements.

The demos also cover Microsoft Office add-in updates, story design enhancements, asymmetric reporting, totals for blended tables and charts, Microsoft Teams delivery for My Metrics, and expanded support for composites in SAP Analytics Cloud. Whether you’re a planner, analyst, story designer, administrator, or developer, this release gives you more ways to work with connected data, streamline workflows, and create dynamic planning and analytics experiences.

Explore the full SAP Analytics Cloud release highlights:
https://www.sap.com/products/data-cloud/cloud-analytics/features/release-highlights.html

Chapters
00:00 – Intro
00:26 – AI for Planning and Analytics
00:31 – Smart Insights on SAP Datasphere
01:35 – Data Modeling
01:41 – Job Monitor
07:30 – Enterprise Planning
07:35 – Advanced Formulas for Non-Year Granularity
09:38 – Data Locking for Up to Six Dimensions
10:46 – Multi Actions with SAP Datasphere Task Chains
11:46 – Plan Auditing Data Purge Updates
12:23 – Plan Entry Upload Event Enhancements
14:07 – Planning API Enhancements
17:34 – Plan Process Management
20:03 – Inverse Formula Entry Support
22:08 – Microsoft Office Add-In
22:13 – Excel Integration Updates
25:36 – Story Design
25:41 – Story Design Enhancements
39:35 – Measure Input Controls in Restricted Calculations
41:40 – Asymmetric Reporting
48:24 – Totals for Blended Tables and Charts
50:29 – My Metrics in Microsoft Teams
52:48 – Story Extensibility
52:53 – Interface Properties in Composite Calculations
57:06 – Composites in Light Viewer
58:02 – Version Support for Composite Artifacts
1:02:12 – SAP-Delivered Intelligent Content
1:04:00 – Outro

For more on SAP Analytics Cloud, check out our release highlights page: https://www.sap.com/products/data-cloud/cloud-analytics/features/release-highlights.html

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#SAPAnalyticsCloud #SAP #DataAndAnalytics

14 May

BUSINESS NEWS

Why AI Raises the Stakes for Customer Experience

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Most customer experience strategies start with the right ambition: understand customers, respond faster, and earn loyalty over time. At SAP Sapphire, we introduced Autonomous CX as a core pillar of the Autonomous Enterprise to make that ambition executable.

AI is what brings that ambition within reach. It helps companies act faster, personalize at scale, and engage in new ways. But it is also raising expectations. Every interaction now reflects how well the business runs.

When a customer places an order or asks for help, the experience depends on what happens behind the scenes. If pricing is inaccurate, inventory is uncertain, or fulfillment falls short, the experience breaks.

That is why customer experience is now defined by execution. Customers do not experience systems or intent. They experience outcomes.

Agentic AI can increase speed, intelligence, and personalization. But speed alone does not improve customer experience. It amplifies what is already there. When execution is aligned with process, data and governance, AI drives better outcomes. When it is not, AI exposes the disconnect.

Aligning experience and execution

Autonomous CX brings agentic AI directly into the processes that run the business instead of layering it on top of disconnected systems. It connects AI assistants across marketing, commerce, sales, and service onto a shared business context across SAP CX, SAP Cloud ERP, supply chain, and connected systems. Orders, inventory, pricing, and financials are defined once and used consistently, so decisions are based on live operational reality.

At the center of this shift are AI assistants and autonomous agents. Assistants coordinate multiple agents across end-to-end customer workflows, from discovery to fulfillment, engagement to service, and issue to resolution.

At SAP Sapphire, we highlighted assistants that make this real across the portfolio:

In marketing, Content Assistant and Campaign Assistant orchestrate intent understanding, content creation, segmentation, optimization, and campaign execution within governance controls.
In commerce, Merchandising Assistant, Shopping Assistant, and Order Management Assistant connect discovery, conversion, and fulfillment to operational reality.
In sales, Sales Assistant, Deal Qualification Assistant, and Deal Closing Assistant move sellers from signal to execution.
In service, Case Management Assistant and Service Management Assistant improve resolution and service quality, with additional assistants purpose-built for self-service, HR service, and accounts receivable workflows.

AI-driven discovery and engagement grounded in business reality

SAP’s collaboration with Google follows the same principle: connect AI-driven discovery and engagement to business execution.

Together, SAP and Google are focused on three priorities: first, applying the latest AI models, including Gemini, to deliver high-quality customer experiences; second, supporting industry standards and open protocols to enable interoperability across ecosystems; third, enabling seamless, personalized journeys across channels and Google surfaces such as Shopping and Gemini.

By combining SAP’s governed business data with Google’s AI capabilities, assistants and agents can connect customer intent from storefronts, search, and AI-driven channels to SAP commerce and order processes. This ensures that what customers see reflects what the business can fulfill.

This is also why SAP is adopting Universal Commerce Protocol (UCP) and expanding how SAP product data can power AI-driven experiences wherever customer intent originates. This keeps experiences aligned with pricing, inventory, and fulfillment in real time.

SAP Commerce Cloud innovations

SAP continues to be recognized in analyst evaluations, including the Gartner® Magic Quadrant™ for Digital Commerce, where SAP has been positioned as a Leader for 11 consecutive times.

SAP Commerce Cloud, trusted by the largest enterprises, now extends to mid-market and growing companies on SAP Cloud ERP. The new SAP Commerce Cloud, cloud ERP edition delivers a standardized, end-to-end approach, reducing complexity, leveraging AI natively, and accelerating time to value. It connects discovery through fulfillment via tight integration with SAP Cloud ERP.

For digitally mature organizations, SAP is expanding composable commerce with new and modular cart and checkout services. These services integrate with core processes such as pricing, promotions, loyalty, tax, payments, inventory, sourcing, and order management across SAP and non-SAP touchpoints. This helps organizations modernize their architecture while maintaining end-to-end execution.

SAP is also expanding its ecosystem with Vercel to accelerate storefront development and deployment with optimized performance, scalability, and composable front-end experiences.

In payments, SAP Unified Payment, powered by Adyen, embeds global processing directly into the commerce flow to simplify integration and improve conversion. SAP also continues to enhance its open payment framework with pre-integrated providers, such as Checkout.com and PayPal, giving customers flexible provider choices that are easy to configure and use.

Together, these capabilities reduce total cost of ownership, speed deployment, and make it easier to deliver better experiences at scale.

Sales execution turns insight into action

Customer experience extends into sales execution, where teams need clear next steps and confidence those actions can be fulfilled.

We introduced new SAP Sales Cloud innovations, including field sales capabilities for retail execution processes in consumer goods companies and other field-selling environments. These capabilities provide rich mobile experiences that work offline, making it easier to plan store visits, capture in-store activity, and manage execution in real time.

Sales leaders gain connected insights tied directly to pricing, inventory, and order processes, leading to more consistent execution and better outcomes.

Scaling trusted autonomous service

Autonomous CX is strengthened through partnerships that extend execution while preserving trust and governance.

Our partnership with Parloa combines its agentic AI-driven voice and digital self‑service with service, order, and entitlement data from SAP Service Cloud. AI-driven automation can handle routine interactions with full context, escalating seamlessly and with continuity to service teams when human expertise is needed. This approach helps organizations scale service without breaking trust and ensures customer interactions remain connected to real business processes.

SAP is also expanding its partnership with Amazon to scale AI-driven service across voice and digital channels, enabling faster, more consistent resolution while keeping service execution grounded in real-time business data.

Industry AI in action

We are also showcasing Industry AI scenarios that demonstrate how assistants and autonomous capabilities operate in real business environments.

Autonomous Revenue Growth Management supports trade planning teams and key account managers in consumer products companies that sell through retailers, with applicability to agribusiness and wholesale distribution. Industry‑specific Joule Assistants provide AI‑driven insights across trade planning and execution, helping teams identify growth opportunities, optimize commercial terms and respond more quickly to performance signals. The result is more predictable growth with fewer downstream exceptions.

Unified commerce supports merchandising and operations teams across retail, wholesale, and direct-to-consumer models. Unified commerce connects demand, inventory, and customer data across channels, with Joule Assistants guiding decisions on assortment, pricing, and placement. The result is more consistent execution and faster decisions.

The next phase of customer engagement

Across these innovations and Industry AI scenarios, the pattern is clear. AI delivers value only when it acts on shared, trusted context. When experience and execution stay aligned, speed becomes a source of trust instead of risk.

This is how SAP is approaching the future of customer experience: as a coordinated system where every decision is visible, and every promise can be kept.

Balaji Balasubramanian is president and chief product officer of SAP Customer Experience.

The CX innovations and Industry AI scenarios highlighted here are planned for general availability in Q3 2026.
The capabilities announced as part of SAP’s Autonomous Enterprise run across SAP Cloud ERP, including SAP Cloud ERP Private.
Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose.
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