Thirty-Five Degrees of Urgency: London Climate Action Week 2026

With a record-breaking heatwave gripping the UK in late June, the “action” in London Climate Action Week 2026 needed no explanation. Much like the temperatures outside, the conversations inside intensified, and the soaring mercury served as a live stress test for the very subjects under discussion: infrastructure, public health, business continuity, and the resilience of the systems everyone depends on.

Under the official banner of Climate Cooperation in a Fractured World, delegates spread across the city and the tone was noticeably different from previous years. Fewer pledges, more blueprints. Less “what should we aim for,” more “who is going to finance and build it.”

Sustainability is a driver of growth

If there was a single reframing that ran through the week, it was this: sustainability is not a cost of growth, it is a driver of it.

That shift was visible in how decarbonization was discussed. Conversations that once centered on targets now centered on operations: Scope 3 emissions, value-chain engagement, procurement and logistics decisions, energy demand reduction. Practitioners repeatedly pointed to an “execution gap”—the distance between climate strategies on paper and projects that are actually permitted, financed, and built—and to the unglamorous work of unblocking infrastructure and untangling supply-chain bottlenecks as the real frontier.

Electrification gave the growth argument its clearest expression. The launch of the Electrify Now initiative, which aims to lift electricity’s share of final energy demand from roughly 20% today to 35% by 2035, was framed as an industrial strategy. Nearly doubling electricity’s share of energy demand in under a decade is an acceleration, and the week’s energy-transition summits were clear about what it demands: scaling renewables at pace, doubling down on energy efficiency, and, above all, building out the grid infrastructure to carry it. Speeding up permitting and resolving supply-chain constraints were named repeatedly as the bottlenecks that will decide whether the target is met. 

Put sustainability at the core of your business with AI-driven solutions

The heatwave outside made that case tangible. As cooling demand surges and extreme weather stresses networks, a clean, resilient electricity system is fast becoming a precondition for business continuity and not just decarbonization. UK-focused sessions highlighted the substantial clean energy investment flowing into the country since 2024 as evidence that the low-carbon economy is now a growth story in its own right. 

The same logic ran through the finance agenda. Sessions on moving from risk to resilience and from risk to opportunity focused on mobilizing capital for adaptation and climate-resilient infrastructure, and on the practical challenge of connecting available capital with investable projects through better data, governance, and pipeline development.

Nature is now on the agenda

Perhaps the most striking development of the week was where nature sat on the agenda, and where it is headed. Speakers were blunt about the underlying problem: our economic system is very good at valuing what we take from nature and very poor at valuing nature itself. Worse, we actively pay to destroy it. Figures cited during the week put global investment flows that harm nature at around US$7.5 trillion a year, against roughly $250 billion flowing into activities that help it. As one speaker put it, the task is not to lament that imbalance, but to get the economics right and to start treating nature as something that can be measured, managed, and steered with the same discipline as carbon or financial risk.

That “getting the economics right” is fast becoming a data challenge for business. Work such as the LSE’s research on the economics of landscape restoration suggests that investing in nature can generate returns comparable to investing in factories, railways, or other conventional infrastructure. As nature-related risks and opportunities are codified into emerging frameworks and regulation, companies will have to treat nature as a set of measurable data points: impacts and dependencies per site, per supplier, and per product line, rather than a one‑off narrative in a sustainability report.

Governments have levers too, from requiring companies to stress test for nature-related risk, to shaping incentives so that capital flows toward restoration rather than degradation. For corporate leaders, that translates directly into new categories of information that need to be captured and governed: nature‑related financial exposure, land use and biodiversity metrics, and nature‑positive investment pipelines. What was once an externality is quickly becoming a set of operational KPIs.

Sir Andrew Steer, professor at the London School of Economics, noted that this was the first year nature was represented at the event, but also how far it still has to travel: “Today here in the outdoor tent, next year in the big room.” The implication for businesses is that the organizations that move nature into their core data models and decision frameworks now are better positioned when this topic inevitably moves from the tent to the board agenda.

The AI warning: get sustainability data in now

Underpinning nearly every theme was data. Location-specific climate analytics were described as “the new lens” for understanding financial risk, and AI featured in almost every discussion of how organizations can gain visibility and control over complex energy, water, and supply chain systems.

But the sharpest point made during the week was a warning. As Stephen Jamieson, chief marketing officer of SAP Sustainability, put it: “If we don’t get sustainability data into AI right now, AI will optimize around it. AI works within the systems, the data, and the constraints you give it. If your sustainability priorities live only in documents and presentations rather than in your data and processes, AI will optimize confidently in entirely the wrong direction.”

The logic is uncomfortable, but hard to argue with. Sustainability now plays out at the transaction level—such as carbon cost per shipment, Scope 3 exposure per supplier, packaging compliance per SKU—and the volume, granularity, and pace of those requirements exceed what manual processes and fragmented tools can manage. An organization whose carbon tool cannot see its financial constraints, or whose supply chain system cannot see supplier regulations, hands its AI a broken map.

SAP’s answer to this is the Autonomous Enterprise: a maturity journey that starts with intelligence based on trusted, transparent data; moves to optimization where AI is weighing trade-offs across cost, risk, and sustainability impact in real time; and progresses toward autonomy, where sustainability rules are embedded directly into enterprise workflows and executed within defined guardrails. Sustainability stops being a reporting activity and becomes a governing factor in how decisions are made. The architecture choices organizations make now will determine whether that automation can scale safely later.

From the tent to the big room

London Climate Action Week 2026 closed with an uncomfortable message delivered in 35-degree heat: the climate is not waiting for business strategies to mature. But a hopeful signal surfaced, too: the growth case, the nature case, and the technology case for climate action are converging, and each is being made in the language of returns, resilience, and competitive advantage.

The task for business leaders is to bring those cases inside capital allocation, procurement, and the data and systems where decisions are actually made. The organizations that thrive will be the ones that move the sustainability agenda into the big room, before the next heatwave makes the argument for them.

For more information on scaling sustainability for your business, visit SAP Sustainability.


Monica Molesag is global head of Sustainability Communications at SAP.

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SAP Welcomes European Commission Decision Concluding the Investigation Into On-Premise Maintenance and Support Policies

WALLDORF — SAP welcomes the European Commission’s decision to conclude its competition investigation into certain aspects of SAP’s on-premise maintenance and support practices through a commitment decision, following a constructive and cooperative dialogue.

SAP remains committed to open competition, customer choice and innovation. The commitments provide greater clarity, choice and safeguards for customers managing complex on-premise environments, while supporting flexible IT strategies aligned with business priorities.

As the only Fortune 50 technology company headquartered in Europe, SAP’s maintenance practices are aligned with industry standards and offer customers a broad range of deployment, licensing and maintenance options across on-premise and cloud environments.

The commitments strengthen customer choice and predictability by making policies more transparent, introducing targeted flexibility for exceptional shelfware situations and reinforcing consistent execution through improved guidance, training and independent oversight.

The decision relates solely to on-premise maintenance policies and does not concern SAP’s cloud offerings. However, the added clarity and flexibility support customers as they modernize toward an AI-enabled autonomous enterprise at their own pace. In closing this matter, SAP is able to move forward with a clear framework for customers, partners and investors.

Learn more here.

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Evolving Our Maintenance and Support Practices to Deliver Greater Flexibility for SAP Customers

At SAP, our mission has always been to help the world run better and improve people’s lives. Thousands of organizations worldwide rely on SAP’s enterprise resource planning (ERP) and other software to manage their most critical business operations—from corporate finance and human resources to supply chain management and project delivery.

Discover the new success plans and services that deliver the results your business needs to be future-ready

Equally important to our customers are the on-premise maintenance and support practices that help safeguard the software’s ongoing performance and resilience, with regular updates and technical assistance that support business continuity.

As we continue to innovate across our portfolio, we also continue our efforts to let our commercial practices reflect the flexibility and transparency our customers need, and on engaging constructively with regulators around the world.

In a constructive dialogue with the European Commission, SAP has now agreed to a set of adaptations to these practices that will further improve this flexibility, transparency, and predictability. These measures reflect our broad commitment to continuously evolving our practices to serve customers better as their businesses and technology landscapes change.

Our updated policies will apply to all current and future SAP customers worldwide for all of SAP’s on-premise products. Taken together, they represent one of the most customer-friendly maintenance and support approaches in the business software industry, and they set a leading example of what customers can expect from SAP. This further flexibility will not come at cost of business continuity, reliability, and scale, of course.

Specifically, SAP is committed to the following adaptations:

Greater choice in maintenance and support

SAP understands that customers that run SAP on-premise software want the choice and flexibility to tailor their maintenance arrangements to match the way their business operates. In response, SAP is further enhancing how customers can organize their SAP system landscape by providing a clear, streamlined framework for splitting it into separate parts, known as commercial installations, for which customers can select different levels of SAP support, elect no support at all ,or make other choices outside of SAP Support for that particular installation. This gives organizations even greater ability to tailor their on-premise support arrangements across different parts of their SAP environment in a way that best fits their operational and commercial priorities, allowing them to scope their maintenance and support strategy to match their strategic positioning and unique business outlook.

Providing more flexibility on unused licenses

SAP already offers attractive programs to leverage unused licenses by reallocating on-premise licenses to cloud subscriptions, to other on-premise licenses, or simply to terminate them.

With additional commitments, SAP is offering even more flexibility to help customers terminate licenses, in objectively justified cases. This concerns severe workforce reductions, software products in customer specific maintenance, bankruptcy, divestiture, and implementation failure cases.

SAP is also expanding access to single-metric contracts, which provide an alternative and often simpler way of calculating license fees on which maintenance and support fees are based. Broader availability of these contracts will give customers an even more transparent and predictable basis for managing their ongoing costs. The maintenance and support fees for the single metric contract are scaling with the single metric, which allows better adjustment to changing business conditions.

Simpler contract terms and policies

Clarity in contractual terms and policies is essential for customers making long-term technology decisions. As part of these commitments, SAP will further clarify some of its key contractual provisions and applicable policies. This provides even greater predictability, ensuring that customers can plan their support obligations with full confidence as they expand their SAP deployments.

Easier terms for returning customers

When a customer returns to SAP maintenance and support, it benefits from the innovation and corrections that were deployed during that time. Our commitments introduce meaningful improvements to the terms for customers that resume SAP maintenance and support after a period of absence.

SAP will not charge any administrative fees for customers coming back and limit the back-maintenance fee to the minimum of six months or 50% of the fees for the time off. In addition, a defined set of outdated products will not trigger any back-maintenance at all. These improvements provide further confidence that returning to SAP maintenance and support will be straightforward and cost-effective.

All these commitments were developed in a close and constructive discussion with the European Commission, but also with SAP’s customer representatives, like the German-Speaking User Group (DSAG).

“From the perspective of DSAG member companies, this is an important step in the right direction. The provided flexibility will help more customers to make the right decisions regarding their SAP system architecture. Even with SAP’s cloud-based strategy, it is important to decide on your own how to proceed with systems that still have a positive impact on the company and there’s no need to shut them down,” said Jens Hungershausen, Chairman of the Executive Board of DSAG. “We see this development as the result of our effort to drive an ongoing dialogue and partnership between SAP and the customer community on such improvements. These commitments will deliver tangible benefits for customers and strengthen trust while keeping customer choice and flexibility at the center.”

Our teams are ready to help

To support a seamless experience for every customer, SAP account executives and customer-facing teams will be fully briefed on all the changes outlined above. They are equipped to walk customers through the details, answer questions, and apply these commitments in a fair, transparent, and predictable way. Whether a customer is looking to restructure their system landscape, explore single-metric contracts, terminate unused licences, or understand the improved terms for returning to SAP support, SAP teams stand ready to guide them through every step of the process. There will be a clearing structure set up by SAP in case a customer may contend the application of these new rules.

Looking ahead

At SAP, we are committed to empowering organizations with the enterprise software and services they need to thrive as they modernize toward an AI-enabled autonomous enterprise at their own pace. We champion customer choice and continuously work to maintain an open, vibrant ecosystem for our partners and customers alike. These commitments are the product of constructive and collaborative engagement with the European Commission, and they are designed to deliver real, meaningful benefits to our global customer base.

As noted above, these commitments relate to our on-premises maintenance and support services. Our cloud offerings continue to evolve through ongoing innovation in areas like SAP S/4HANA Cloud, RISE with SAP, and our broader cloud portfolio and are unaffected by these changes. However, the added clarity and flexibility support customers as they modernize toward an AI-enabled autonomous enterprise at their own pace

We believe these commitments establish a new benchmark for customer-friendly practices in the enterprise software industry.

For full details on the commitments, including the conditions for their application, please visit here.

The full text of the commitments as adopted by the European Commission is also available on the Commission’s competition website under case number AT.40823.

We look forward to continuing to support the success of our customers’ businesses in the future!


Stefan Steinle is executive vice president and head of Global Customer Support at SAP.

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How Natura &Co Is Transforming Finance with Generative AI on SAP S/4HANA

For a company navigating one of the most consequential transformations in its history, financial clarity is not optional—it is essential. Natura &Co, the Brazilian personal care and cosmetics group behind iconic brands such as Natura and Avon, has long been committed to combining purpose-driven business with commercial performance. After a period of strategic portfolio reshaping, including the divestiture of its Aesop and The Body Shop holdings, the company is now sharpening its focus on profitability and operational excellence across Latin America and global markets.

At the center of that effort sits a deceptively complex challenge: understanding, in real time, which revenue and cost factors are driving or eroding gross margin across a highly diversified business. For years, answering that question meant manual reporting, delayed insights, and finance teams spending valuable time on data gathering rather than analysis.

That’s now changing, thanks to a co-innovation initiative developed together with SAP and Numen, a global SAP partner specializing in digital transformation and enterprise software implementation.

From manual reporting to proactive decision intelligence

An enterprise AI platform built for your business

The project’s goal was to replace a labor-intensive gross margin analysis process with a generative AI application embedded directly into Natura &Co’s financial workflows. Built on SAP Business AI Platform, SAP’s unified foundation integrating business technology, data, and AI capabilities, the application connects directly to data in SAP S/4HANA to provide finance teams with automated insights and narrative recommendations in real time, without the need for manual data pulls or offline reporting.

The application enables users to explore revenue, cost, and margin drivers interactively, identifying at a glance which elements are protecting or eroding margin performance across markets and product lines. Crucially, human oversight remains central to the design: the AI application generates insights, while finance professionals retain full control over interpretation and decisions.

“The implementation of gross margin analysis using AI in SAP S/4HANA marked an inflection point in the analytical capability of our finance area,” said Rogério Dias Garcia, tech manager, ERP Latam, Natura &Co. “We overcame delays and raised the standard of insights by integrating margin analysis from SAP S/4HANA with a large language model connected via the SAP AI Core layer. This architecture allowed us to provide, in an agile, secure, and completely anonymous manner, a stratified and precise view of gross margin offenders and protectors—discriminating exactly which revenue or cost elements were driving market performance.”

A collaborative architecture for scalable AI adoption

Natura &Co’s application derived from a prototype SAP partner Numen created in early 2024 at SAP’s global Hack2Build on business AI, leveraging the generative AI capabilities of SAP Business AI Platform. The solution was designed and developed through close collaboration between Natura &Co, Numen, and SAP. From the outset, the approach was to align AI adoption with concrete business priorities, ensuring the application would be scalable and production-ready rather than a standalone prototype.

Numen brought deep SAP implementation expertise to the project, combining knowledge of SAP S/4HANA architecture with hands-on experience in building solutions on SAP Business AI Platform. The technology stack—SAP S/4HANA, SAP AI Core, SAP Fiori, and SAP Business Technology Platform—provided the secure, integrated foundation needed to connect financial data with generative AI capabilities in an enterprise context.

“SAP enabled the transformation by providing the technological foundation and expert support,” said Carlos Aravechia, head of Data Design & Intelligence at Numen.

The success of the project has validated a broader conviction at Natura &Co: that generative AI, embedded directly in ERP workflows, can fundamentally reposition finance from a transactional function to a strategic business partner.

A blueprint for other businesses

The Natura &Co project demonstrates a pattern that other organizations can replicate, particularly those running SAP S/4HANA. The combination of structured ERP data with the contextual reasoning capabilities of large language models creates a foundation for decision intelligence that goes well beyond traditional business intelligence tools.

The project was built within a six-month co-innovation sprint and went live in August 2025. It is currently in use across Natura &Co’s Equador operations.

Looking ahead, Natura &Co is already planning the next phase: integrating Joule Agents to further automate the extraction of standard analytical content and deepen the AI-driven optimization of financial processes.

“The success of this initiative validates the transformative potential of embedded AI within our ERP,” Dias Garcia noted. “We are now ready to move forward—deepening these insights and integrating the capability of Joule Agents to maximize the extraction of standard content and further optimize our business decisions.”

For SAP customers evaluating how to move from AI experimentation to AI in production, the Natura &Co project offers a concrete, replicable model: start with a high-value, well-defined business process, embed AI directly into existing workflows, and build in human oversight from the start.


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Drive Better HR and Business Decisions with Faster Insights and Governed Data: How SAP Is Reinventing People Analytics

SAP’s internal IT organization—specifically its People Analytics team—acts as  “customer zero,” serving as the first adopter of new SAP products before they are introduced to the broader market.

Operating within a complex landscape that spans all aspects of ERP, including HR with SAP SuccessFactors HCM, SAP’s People Analytics team faced growing demand for HR data and insights—from HR, as well as Sales, Finance, and Operations. What started as a challenge soon became an opportunity for a more governed, self-service approach.

Centralized dashboards hit their ceiling

For years, SAP’s People Analytics function operated from a centralized model focused on the consumption layer: building, maintaining, and optimizing dashboards tailored to specific business requirements. The MyTeam Dashboard—a 360-degree view of workforce data available to every people manager at SAP, covering upcoming birthdays, salary, and performance information—became the company’s single most used report. That success was a testament to how much the business valued easy access and visibility into key HR data.

But it also revealed the limits of the model. As demand grew, the analytics team found itself permanently on the defensive, saying “no” far more than “yes,” managing backlogs of individual KPI additions, and negotiating timelines for incremental changes. Furthermore, data management, maintenance, and governance proved to be a challenge. The centralized dashboard approach could not scale to meet the breadth of data needs across an organization of SAP’s size and complexity.

Drive better people and business decisions across hiring, retention, pay, and more.

The solution: using data products with People Intelligence in SAP Business Data Cloud

SAP IT made a strategic decision to shift the center of gravity in its analytics architecture, moving to govern and open up the data layer beneath the consumption layer. At the heart of this change is the data product, a managed asset that ingests data from systems, transforms it, and exposes it in a governed, reusable form so downstream analytics can rely on consistent, trusted building blocks.

Data products fall into two categories: primary data products, which are sourced directly from transactional systems, such as a job structure data product from SAP SuccessFactors HCM, and derived data products, which combine these primaries to answer broader questions. An example of this is a total employee and external workforce data product that fuses multiple sources into a single, harmonized view.

This is where People Intelligence in SAP Business Data Cloud became transformative for SAP’s People Analytics team. Rather than building all foundational HR data products from scratch, People Intelligence delivers a catalog of pre-built, SAP-tested data products and derived insights directly on top of SAP SuccessFactors HCM. Workforce composition insights alone include 69 data products, encoding hundreds of joins, tested and documented by SAP product teams, which is complexity that even AI-assisted modeling tools cannot yet reliably replicate without extensive testing and governance work.

SAP IT’s approach is deliberate: adopt SAP-delivered data products out of the box, build differentiating derived products on top, and free IT capacity for what actually differentiates and optimizes SAP’s HR processes.

Data sensitivity is also top of mind for the SAP team. With People Intelligence, the same data product is made available in multiple “flavors”—a full PII (personally identifiable information) view and a mini view with common company-visible information—helping to ensure the right data reaches the right consumer in the right format. This is especially useful with regards to Works Council’s sensitivity requirements of PII data. This data governance can help humans and agents work with the data in a compliant way.

“There is a meaningful difference between data you can trust and data sourced informally,” Oliver Huth, head of Platform, Corporate Functions, & Analytics at SAP, states. “Building that trust at scale is what the shift to data products—powered by People Intelligence in SAP Business Data Cloud—is making possible for our teams at SAP.”

What’s changed and what’s coming

The outcome for both IT and the business is clear. SAP IT populated its internal data product catalog rapidly, reaching the critical mass needed for broad adoption. HR data that was previously locked behind dashboard requests now powers use cases across functions. For SAP’s business teams, the outcome is faster time to insight. Pre-built intelligent content in People Intelligence serves as an 80% starting point for business conversations, replacing blank-sheet requirement gathering with focused discussions. Leaders and managers can also access personalized KPI views through MyMetrics, choosing a KPI, seeing an overview and AI summary, and jumping to the dashboard if additional information is needed. Users can also turn to Joule to ask questions in natural language and get replies with visualized charts. This pre-built, self-service approach has significantly reduced the volume of HR data inquiries and dashboard requests

SAP’s next steps for People Intelligence include recreating the MyTeam Dashboard by composing it from the readily available data products.

In addition, SAP IT is very excited to adopt AI agents that can operate directly on top of governed data products, querying a variety of data including employee, salary, and skills. As Huth notes, “Investing in a data product strategy is the essential first step. It is what enables governed data access and produces AI-ready models as a result.” SAP’s standard development teams are currently building Joule Assistants and Joule Agents, including a People Intelligence Assistant to be released in November 2026

Learning from SAP’s experience

For HR and people analytics teams facing growing data demand, fragmented access, and the pressure to deliver more with less, SAP IT’s experience offers a clear road map: adopt People Intelligence in SAP Business Data Cloud, use SAP-delivered data products out of the box, invest now in a governed data product architecture, and treat intelligent content as a starting point. This can improve analytics delivery today and is the infrastructure that will make AI agents trustworthy tomorrow.

Learn more about People Intelligence.


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SAP Completes Acquisition of Dremio

WALLDORF and AUSTIN — SAP SE (NYSE: SAP) today announced it has completed the acquisition of Dremio, an open, high-performance data lakehouse platform.

The acquisition accelerates agentic AI and expands customers’ ability to combine SAP and non-SAP data to run analytical and AI workloads in real time, with no data movement or conversion necessary, and with vastly improved economics for enterprise analytics.

For additional information about the acquisition, see the press release from May 2026.

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Media Contacts:
Alex Vaught, SAP, +1 (206) 678-5712, alex.vaught@sap.com, PST
Ilaina Jonas, SAP, +1 (646) 923-2834, ilaina.jonas@sap.com, EST
Daniel Reinhardt, SAP, +49 151 168 10 157, daniel.reinhardt@sap.com, CEST
SAP Press Roompress@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’s 2025 Annual Report on Form 20-F. 
© 2026 SAP SE. All rights reserved.  
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE in Germany and other countries. Please see https://www.sap.com/copyright for additional trademark information and notices.  

How SAP Customer Checkout and Viva.com Are Advancing Payment Processes at the POS Along Checkout Experience

The way payments are made is changing rapidly, shaping the future of modern point-of-sale systems. The traditional payment process is becoming a key part of the customer experience, as customers expect speed, flexibility, and smooth integration.

Digitalize your business with intelligent POS software

While cash is losing importance, contactless payments and mobile wallets are becoming dominant, with many providers enabling customers to make payments directly from their smartphones. These shifts put constant pressure on retailers to update their systems. The demand for mobile, contactless, and secure payment solutions keeps growing.

Market trends determine success

As a globally operating company, SAP keeps a close eye on the latest trends, looking not just to adapt its solutions but to rethink them. SAP Customer Checkout, the intelligent integrated point of sale (POS) solution for retail, merchandising, and catering, relies on strong partnerships to stay ahead and keep pace with those trends. Speed and the right collaborations make the difference.

“The POS market is in constant flux. Competitors are alert and customers arrive every day with new demands and ideas,” said Harald Tebbe, development lead for SAP Customer Checkout, speaking to the scale of change in the market. “Ultimately, market trends decide who stays successful and who doesn’t. Even though payment processes aren’t our direct business, our focus is on offering customers a wide range of payment options to make the end customer’s shopping experience as simple and convenient as possible. Payment infrastructure is a critical component of that experience. Our trusted technology partnerships are what make it possible, which is why we’re continuously looking for new collaborations.”

End-to-end solution through SAP Customer Checkout and Viva.com

As the first tech bank in Europe for businesses and being active in 29 countries, Viva.com offers customers an integrated omnichannel payments, banking, and financing platform.

Viva.com’s leading Tap on Any Device payment technology takes centre stage. It turns any Android device—from fixed and mobile payment terminals to self-checkout tills and handheld devices—or iPhone into a secure card terminal, optimizing the customer experience and helping customers pay wherever they are. Tap on Any Device by Viva.com supports over 40 payment methods, DCC, surcharge, offline payments, while the tech bank delivers real-time settlement 365 days a year and a cashback scheme reducing transaction fees to zero percent.

Since SAP Customer Checkout was built to be hardware-independent, works across a variety of devices, and integrates with different payment terminals, the partnership creates an ideal end-to-end solution for customers in retail, consumer goods, food service, and other sectors. Open API interfaces in SAP Customer Checkout and Viva.com’s Terminal Integration Hub made the integration straightforward and quick to implement.

“With Viva.com, SAP Customer Checkout customers in 29 European countries get integrated payments and banking in one platform: From omnichannel payments and our leading Tap on Any Device technology to fast, seamless access to tailored financing options -no need to switch providers,” Harry Xenophontos, Chief Business Officer at Viva.com, said. “That’s the unique proposition we’ve built with SAP.”

Secure data communication for customers

Integrating SAP Customer Checkout with Viva.com requires a dedicated plug-in, which simplifies the connection between the POS system and the payment terminal by ensuring data is transferred via the HTTPS protocol, keeping communication secure. This matters in a period where both innovation and the protection of sensitive data are front of mind.

Customers also benefit from a particularly fast setup process and the freedom to choose from a wide range of devices to use as payment terminals. With three possible integration options, the system offers flexibility so merchants can find the right fit for their specific needs.

The joint project supports the development and delivery of forward-looking POS solutions that work well for both merchants and end customers.


Elena Vavitsa is a senior solution specialist for SAP Customer Checkout.

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Top image courtesy of Viva.com

Fall in Love with the Problem, Not the Solution: Rethinking AI for Real Impact

There is a lot of noise around AI right now. New tools, new models, new promises. Much of the conversation is focused on speed: how AI can help us write faster, code faster, produce faster. That matters, of course. But in a recent conversation with Casey West, lead developer advocate at Google Cloud, we explored a more interesting question: what if the real value of AI is not only that it helps us move faster, but that it helps us think better?

West made a point that stayed with me. Using AI simply to generate more output is only the beginning. The more powerful use case is to treat AI as a collaborator in the thinking process: something that can challenge assumptions, ask questions we might not have asked, and help us see a problem from a different angle. In that role, AI is not replacing judgment, it is creating useful friction around it.

That shift matters because the work of building technology is changing. Developers are no longer just writing deterministic logic and controlling every outcome in advance. Increasingly, they are working with systems that are creative, probabilistic, and less predictable by design. That opens up huge possibilities, but it also raises the bar. Quality, guardrails, metrics, and trust become even more important when software starts to reason in ways that are not always fully scripted.

The advice West offered to developers was simple and probably more durable than any specific tool or framework: fall in love with the problem, not the solution. The technologies will change. The models will change. The implementations will change. But the ability to understand a problem deeply, stay curious, and apply AI with judgment will remain valuable.

SAP and IBM Announce Client Momentum Across IBM Technology and SAP Cloud ERP Private to Drive AI Innovation

JYSK, GBM, DIFARE Group and Plastilene Group accelerate their business and drive ERP modernization through SAP Cloud ERP Private on IBM Virtual Server


WALLDORFSAP SE (NYSE: SAP) and IBM today announced that global enterprises JYSK, GBM, DIFARE Group and Plastilene Group have selected SAP Cloud ERP Private solutions on IBM Power Virtual Server to modernize enterprise resource planning (ERP) workloads in secure, reliable and scalable cloud environments.

Run your core operations with confidence using ready-to-run ERP capabilities in the cloud

Spanning retail, technology services, pharmaceutical and manufacturing, these clients are among the tens of thousands of businesses that run SAP landscapes on IBM Power servers.

According to a recent study from the IBM Institute for Business Value (IBV), modernizing ERP workloads is essential for driving AI adoption and business growth, with companies embedding AI into ERP systems achieving up to 27% higher ROI. Leveraging SAP Cloud ERP Private on IBM technology can support customers as they scale on-premises ERP environments to the cloud and accelerate AI-enabled business workflows.

The platform delivers a flexible hybrid cloud environment, which can help organizations:

  • Reduce the total cost of ownership (TCO) of cloud ERP operations, supported by the ability to scale granularly to match business demand and leverage IBM’s global cloud infrastructure, designed to be highly resilient.
  • Migrate to SAP Cloud ERP Private and to the SAP Business Warehouse (SAP BW) application as part of the SAP Business Data Cloud (SAP BDC) solution, securely, quickly and with minimal disruption, including support for hybrid cloud and multicloud deployments.
  • Mitigate operational and security risk, through IBM Power’s enterprise-grade resilience and integrated IBM Cloud security and compliance protection.

Modernizing ERP Workloads in More Secure, Scalable Cloud Infrastructure Across Industries

Known for its high security, scalability and reliability, IBM Power servers are ranked as one of the top servers for uptime and availability among SAP-certified infrastructure, engineered for fewer disruptions and faster migration, supported by the highly resilient and secured IBM Cloud platform. These clients are rapidly migrating on-premises SAP software systems to the cloud, modernizing business processes and becoming more agile:

  • JYSK, the international home furnishing retailer based in Denmark, is advancing its global modernization journey with IBM and SAP. With more than 3,600 stores in 50 countries, the retailer needs its SAP software landscape to be more secure, scalable and future-ready to enable it to keep up with the demands of its global business. JYSK has a long history with IBM technologies and continues to work with IBM to advance in their RISE with SAP journey.
  • DIFARE Group, a leading pharmaceutical manufacturing company based in Ecuador, required a robust, secure and scalable infrastructure to modernize its SAP software landscape and support critical business operations. As long-term users of IBM Power servers, DIFARE Group continues to place its confidence in IBM technology and has expanded into RISE with SAP on IBM Power Virtual Server to help move to the cloud faster and more cost effectively.
  • Plastilene Group, an innovator, developer and manufacturer of flexible film solutions in Colombia, chose IBM technologies to modernize its SAP software landscape. With the ability for the solution to deliver better TCO, Plastilene can continue its focus on growth and regional diversification.
  • GBM, a leading IT services company in Central America and the Caribbean, is focused on improving agility, scalability and real-time insight to better support its customers. By leveraging IBM technology curated for SAP Cloud ERP Private to help gain reliability, security and high performance, GBM is creating a strong foundation to adopt SAP software innovations and drive continuous transformation across the organization.

Industry-Leading SAP-Certified Infrastructure Enables Cloud Modernization

“As enterprises modernize, the journey to SAP Cloud ERP Private is dedicated to helping on-premises customers of SAP ERP tailor their transformation and bring business applications, data and AI together with SAP Business AI Platform. Some of these customers are now modernizing their cloud ERP landscapes and advancing their cloud ERP digital transformation strategies with SAP solutions on IBM Power Virtual Server,” said Lalit Patil, CTO for RISE with SAP and Head of Cloud Lifecycle Engineering and Operations, SAP SE.

“Organizations across industries are accelerating their move to SAP Cloud ERP Private and require a trusted cloud platform designed for mission‑critical workloads,” said Hillery Hunter, General Manager for IBM Power, CTO, IBM Infrastructure. “By combining the security, scalability and resiliency of IBM Power and IBM Cloud with the transformation capabilities of SAP Cloud ERP Private, we are committed to helping clients move forward with confidence on their modernization journeys.”

IBM is a full lifecycle strategic partner of SAP, providing end-to-end consulting and technology solutions for SAP customers including hybrid cloud, automation and agentic AI. IBM and SAP recently announced progress across AI and agentic capabilities to help accelerate enterprise transformation, including an expanded collaboration through the Agent2Agent (A2A) interoperability standard to perform complex multi-agent services for clients. IBM Consulting Advantage can now manage Joule Agents, which work directly with IBM’s watsonx Orchestrate agents.

For more information about SAP Cloud ERP Private on IBM Power Virtual Server, visit: ibm.com/products/rise-with-sap.

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Customer Retention Over Acquisition: What the Advanced Success Plan for SAP CX Offers Utilities Customers

The utilities industry is undergoing its most significant transformation in decades. The shift to renewables, smart metering, distributed energy resources, and expanding deregulation are reshaping the relationship between utility companies and their customers. Customer experience is no longer a back-office concern; it is a front-line, competitive differentiator.

The Advanced Success Plan version for SAP Customer Experience solutions is designed precisely for this moment. It offers utilities customers a structured, continuously guided approach to maximizing value from SAP Customer Experience (SAP CX) investments, from first adoption through to AI-enabled optimization.

A sector in motion: why customer experience has become strategic for utilities

Four converging forces are making customer experience a boardroom priority for utilities and increasing the demand for structured, expert-led adoption support.

  • Energy transition and service complexity: Renewables, EV charging, solar feed-in tariffs, and demand response programs are adding new service dimensions. Customers expect their energy provider to manage this complexity seamlessly.
  • Deregulation and customer switching: In liberalized energy markets, customers can, and do, switch providers. The cost of acquisition consistently exceeds the cost of retention. Superior service experience is a measurable retention lever.
  • Smart metering and data volume: Smart meter rollouts generate billions of interval readings daily. This data can fuel proactive outreach and personalized billing, but only if the customer experience platform is correctly configured to act on it.
  • Regulatory intensity: Billing accuracy mandates, complaint resolution timelines, and outage notification requirements are intensifying. The SAP CX portfolio can support compliance when features are correctly activated and configured.

SAP in utilities: a significant and growing market

Utilities are not a niche segment for SAP. Understanding the scale of the SAP utilities community frames why the Advanced Success Plan for SAP Customer Experience solutions matters for this industry in particular. SAP is trusted by hundreds of utilities customers globally and is among the leading technology providers in the sector by installed base, a position that continues to grow year-on-year. The investment in the relationship has been made. The question is whether customers are fully using what they have.

With the Advanced Success Plan, customers can turn the SAP Customer Experience portfolio into a driver of growth and innovation. They can gain the confidence to act decisively, supported by unlimited expert guidance and intelligent insights that help ensure every feature can deliver measurable business value.

The business case: customer retention over acquisition

For utilities operating in competitive markets, retaining customers has become as strategically important as acquiring new ones. Customers can switch suppliers in minutes via a digital platform, complaint escalation processes are visible on social media, and billing errors in a smart meter world are harder to excuse and faster to escalate.

Turn transformation strategies into action with the Advanced Success Plan

The SAP CX portfolio can address these challenges across the full customer lifecycle. SAP Engagement Cloud enables targeted, segmented communications. SAP Service Cloud can centralize complaint management and agent interactions. SAP Sales Cloud helps manage accounts, contacts, leads, and opportunities. SAP Commerce Cloud is the digital sales and self-service storefront layer and can handle how customers discover, compare, purchase, and manage energy products online. What the Advanced Success Plan for SAP Customer Experience solutions does is help to ensure these capabilities are not just purchased but adopted, optimized, and continuously improved.

How the Advanced Success Plan structures the adoption journey

The Advanced Success Plan for SAP Customer Experience solutions helps organize the adoption journey across four distinct phases, each with a defined purpose and a set of targeted services:

  1. Introducing innovation: Identify and prioritize the right innovations for your business. Services here include product guidance sessions covering areas such as utilities session and agent desktop, intelligent selling, campaigns and segmentation, and AI foundation and use case navigator.
  2. Adopting innovation: Plan and prepare for structured adoption with minimal risk. Services include the AI process fit-gap analysis, key feature advisory, release guidance, success expert engagement, service planning, value management, innovation checkpoints, and adoption checkpoints.
  3. Activation and optimization: Enable hands-on activation of AI and customer experience capabilities in your environment. Services include activation sessions across SAP Sales Cloud, SAP Service Cloud, SAP Marketing Cloud, and SAP Engagement Cloud; AI agent activation; embedded AI activation; Joule activation; and technical and functional assistance.
  4. Success measurement and continuous improvement: Measure outcomes and sustain momentum through ongoing engagement. Services include a continuous engagement model, release guidance, success expert, value management, innovation checkpoints, and adoption checkpoints.

8 services available to utilities customers—and how each one helps

The Advanced Success Plan for SAP Customer Experience solutions comprises eight distinct services. Each has a defined scope, a specific business need it addresses, and measurable benefits. For utilities customers, each service connects to a characteristic operational or strategic challenge.

Product guidance
Structured sessions introduce utilities teams to the capabilities most relevant to their context, from meter-read-driven billing notifications in SAP Service Cloud to segmented communications in SAP Engagement Cloud. The goal is to accelerate time-to-awareness, so teams know what exists before they have to find it.

Key feature advisory
This is curated, customer-specific guidance on which features to activate and in what sequence. For utilities, this means filtering a broad SAP CX road map down to the capabilities that matter for smart metering, complaints management, and outage communications then discarding what does not apply.

Release guidance
Every SAP CX quarterly release brings dozens of updates. Release guidance helps ensure utilities teams receive a focused brief on what is relevant to their industry context, not a generic list of all product changes, so adoption decisions can be faster and better informed.

Solution review
This is a structured review of the current solution configuration against best practice. For utilities, this commonly surfaces configuration gaps in complaint workflows, billing notification templates, or service agent desktop layouts that erode the customer experience over time if left unaddressed.

Transformation advisory
Strategic guidance connects SAP CX capabilities to the outcomes utilities care about most: cost-to-serve reduction, complaint resolution improvement, and regulatory compliance. Transformation advisory helps move the conversation from features to business impact.

Activation
This is hands-on, expert-assisted activation of specific capabilities in the customer’s live environment. For utilities, this includes activating Joule for service agents and enabling AI-driven case categorization in SAP Service Cloud. Many autonomous agents or assistants announced at SAP Sapphire, once available, can be activated to help guide service agents to process cases.

Technical assistance
Direct technical support across all phases of the engagement covers integration architecture, performance guidance, load testing guidance for mass billing cycles, and resolution of complex system behavior. This service is especially critical for utilities given the high-volume, time-sensitive nature of meter-read processing and month-end billing runs.

Functional assistance
This comprises business process and functional configuration support throughout the engagement. Utilities-specific coverage includes complaint handling workflows, outage notification sequences, and the configuration of billing determinant displays in the service agent desktop, helping to ensure what is built serves the way utilities actually operate.

A practitioner’s perspective

Working directly with utilities customers shows first-hand how the Advanced Success Plan for SAP Customer Experience solutions can drive meaningful business value, especially for organizations without deep technical or functional SAP CX expertise in-house. Utility companies face a specific set of challenges: complex billing architectures, regulatory requirements, and high customer expectations for responsive service. The right services delivered at the right moment can be genuinely transformational. Four patterns stand out consistently:

  1. Bridging the knowledge gap for business users: Unlike system integrators or technical consultants, many utility business teams may not fully grasp the functional nuances required to maximize their SAP investment. Value-driven customer success manager engagement becomes critical here by translating technical possibilities into business outcomes, advising on feature adoption, and ensuring cross-team alignment across operations, IT, and customer management. The customer success manager acts as connective tissue between what SAP CX can do and what the business needs to achieve.
  2. Go-live checks are the foundation for seamless launches: Utilities cannot rely on generic go-live checklists. Are meter reads flowing end-to-end? Are billing determinants and rate structures properly mapped? Are customer service orders integrated with billing and meter management systems? Comprehensive go-live checks built for the utilities context eliminate the guesswork, giving teams confidence that key processes are functioning correctly from day one, not discovered to be broken three months into the first billing cycle.
  3. Road map guidance enabling better design decisions: Each SAP CX release brings dozens of new features, but only subsets are relevant for a given customer in a given market. Regular, curated road map guidance helps utilities focus on the features and design decisions that will most efficiently drive their specific outcomes, whether that is improving customer satisfaction, streamlining operations, or enriching digital self-service. This targeted approach prevents costly missteps and empowers business stakeholders to make confident decisions without requiring deep product expertise of their own.
  4. Early-phase support building for reliability and performance: The early project phase is often when performance issues and integration risks are best addressed, but it is also where internal teams feel least certain. Proactive support that includes performance reviews spanning interconnected billing and service systems, high-level architecture guidance, and utilities-specific load testing helps ensure reliable operation under real-world peak conditions. Utilities processing millions of daily meter reads, running mass billing cycles at month-end, and handling seasonal demand spikes need to know their system will hold before the peak arrives, not after it has passed.

What stronger SAP CX adoption looks like in practice

When utilities customers engage with the full Advanced Success Plan for SAP Customer experience solutions at the right moments, the outcomes can be concrete and measurable:

  • Adoption confidence: Teams understand the SAP CX capabilities that matter for their industry and know how to use them. Adoption is driven by guided enablement, not trial and error.
  • Configuration quality: Solution reviews and functional assistance can ensure complaint workflows, billing notifications, and service processes are correctly configured, reducing workarounds and support volume.
  • Release relevance: Every quarterly SAP CX update is assessed for utilities relevance. Teams receive a focused brief on what to adopt, not a generic list of all product changes.
  • AI activation at pace: Joule, embedded AI agents, and SAP Engagement Cloud intelligence features are activated with expert assistance, helping to move from available-in-catalogue to live-in-production for utilities use cases.
  • Integration reliability: Standard integrations between SAP Service Cloud and SAP S/4HANA Utilities are correctly configured, giving agents real-time access to meter history, billing data, and service orders.
  • Transformation clarity: Transformation advisory connects the SAP CX road map to the outcomes utilities care about most: cost-to-serve reduction, complaint resolution improvement, and regulatory compliance.

A service portfolio built for the complexity of utilities

The SAP investment in the utilities sector is substantial and well-established. Utilities organizations around the world have already deployed the SAP CX portfolio and are running their customer operations on it. The question is not whether they have access to world-class customer experience capabilities, but whether they are fully using what they have.

The eight services described above, combined with customer success manager-led perspectives on go-live quality, road map relevance, and performance assurance, represent a comprehensive framework for utilities organizations to realize the full potential of their SAP CX investment.

The Advanced Success Plan for SAP Customer Experience solutions is not a generic offering. When applied with industry focus and customer success manager expertise, it becomes a strategic asset, one that helps utilities deliver on the promise of a superior customer experience in an increasingly competitive, regulated, and technically complex market.


Rajeev Ranjan is product manager for the Advanced Success Plan for SAP Customer Experience.
Tara Tracey is global product owner for the Advanced Success Plan for SAP Customer Experience.

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