See what’s new in Solution Order Management for SAP Cloud ERP 2602, with three highlights that bring hierarchy-based pricing, expanded sales process variants for complex deals, and stronger subscription validations.

Join Greg Hutcheon as his digital twin walks you through three major highlights that enhance pricing, support complex sales, and improve subscription integrations.
Discover how these updates enable more flexible, transparent, and efficient end-to-end processes, from quote to invoice.

🤝 Customer and product hierarchy pricing — Native support for customer and product hierarchies in solution orders, so hierarchy-based pricing is applied consistently from quote to invoice (no custom development).

🧩 Expanded sales process variants — New item categories and process variants support configurable products, sales kits, and third-party sales, plus milestone billing and down payment requests for complex, high-value deals.

🔄 Subscription item enhancements — Support for the subscription validation extension point helps catch incomplete or incorrect subscription data during simulation and release, reducing rework later.

Chapters:
00:09: Introduction
00:25: Customer and product hierarchy related pricing in solution orders
01:48: Expanded sales process variants in solution orders
03:03: Subscription item enhancements
03:48: Where to learn more

• Read more about the latest Solution Order Management innovations in SAP Cloud ERP 2602: https://community.sap.com/t5/user/viewprofilepage/user-id/131650

• Check out the SAP Cloud ERP Community: https://sap.to/6055CIrvT
• Explore SAP Cloud ERP innovations: https://sap.to/6056CIrvp

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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://www.sap.com/index.html

#SAPCloudERP #SolutionOrderManagement #CloudERP #AI

SAP GROW is AI cloud ERP for any size business – helping even the leanest teams hit the ground running, while never losing momentum.

✅ https://sap.to/6057B6xtfT

We took to the streets to find out: what makes a customer loyal, and what makes them walk away?

SAP Spotlight on ANZ Tech pairs unfiltered consumer feedback with specialist analysis on today’s biggest CX friction points.

Watch the full series here 👉 https://www.youtube.com/playlist?list=PL3ZRUb1AKkpTUN7q7L9Z_15OpNIEUAs25

Welcome to SAP BTP Innobytes, your quick-hit series for the latest platform updates that help teams build, integrate, automate, and innovate faster, while keeping governance and security front and center.

In this first 2026 edition, we highlight new capabilities across data, integration, automation, and Joule experiences on SAP Business Technology Platform (SAP BTP). You’ll see how these updates can help developers, data users, and ops teams reduce friction, cut ambiguity, and move from insight to action faster, including:

✅ Explore data in SAP HANA Cloud using Data and Discovery Agents, even without deep knowledge of underlying objects
✅ Use a knowledge graph and Joule to translate questions into executable SQL and return results quickly
✅ Expand connectivity with new SAP Integration Suite adapters, including BambooHR and Microsoft Outlook, plus Edge Integration Cell additions
✅ Make automation more predictable with deterministic API error handling in SAP Build Process Automation
✅ Work more naturally in SAP Build Work Zone by asking Joule to create workspaces, invite colleagues, and upload files
✅ Turn repeatable ops tasks into agent-driven execution with SAP Automation Pilot, MCP servers, and a Joule Ops Agent

Chapters
00:00 – Intro
00:11 – SAP BTP Innobytes: Q1 2026 kickoff
00:37 – Data and Discovery Agents overview
00:42 – Data products, prediction table, and conversion probability
01:17 – Knowledge graph + ask Joule in natural language
02:03 – Beta availability note
02:16 – New SAP Integration Suite adapters
02:59 – Edge Integration Cell updates: File + OFTP2 adapters
03:35 – Deterministic API error handling in SAP Build Process Automation
05:31 – Joule in SAP Build Work Zone: create, invite, upload
07:35 – Agentic ops with SAP Automation Pilot, MCP servers, and Joule

👉 Register for the SAP HANA Cloud Data & Discovery Agents beta: https://sap.to/6058B6vGye
👉 Explore integration adapters for SAP Integration Suite: https://sap.to/6059B6vGy5
👉 Learn how to work with Joule in SAP Build Work Zone: https://sap.to/6050B6vGyg
👉 Read From Automation to Agentic Ops (MCP servers in SAP Automation Pilot): https://sap.to/6051B6vGy9

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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/6057B6vGyW

#SAPBTP #SAPHANACloud #SAPBuild

Shared values are becoming a foundation of the customer brand relationship. In this episode of SAP Spotlight on ANZ Tech, Jess asks what makes people loyal to a brand, and one answer comes through clearly: ethics and vision. From sustainability to environmental responsibility, customers increasingly expect brands to stand for something and back it up with action.

Our customer experience experts, Scott and Scott, unpack why values-led loyalty is powerful, and why it is also complex. Aligning organizational principles with consumer preferences is not a one-time campaign. It requires a nuanced understanding of what different audiences care about, what you can credibly emphasize, and how you communicate it consistently across channels.

You will also hear why smaller, niche brands are winning right now. They often build their identity around a focused mission and use social-first tactics to get that message out in a way that feels authentic. The takeaway for larger organizations is not to copy the style, but to learn the discipline: sharpen the message, stay consistent, and build the systems and practices that support trust at scale.

👉 If you want to turn purpose into a customer strategy rooted in insight, download the Consumer Products Report for Australia here: https://emarsys.com/consumer-products-engagement-report-2025-australia/
👉 Download our Consumer Products Report for Australia to learn how to weave purpose into your customer strategy: https://emarsys.com/consumer-products-engagement-report-2025-australia/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight-”

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Threads: https://www.threads.com/@sap

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://www.sap.com/index.html

#CustomerExperience #Sustainability #SAP

A great customer experience starts with a promise and ends with a delivery.

In this episode of SAP Spotlight on ANZ Tech, we look at why the “back of house” matters just as much as the front of house. Smooth checkout and friendly service can win the sale, but inventory accuracy, fulfillment, and returns often decide whether a customer comes back. When those operations break down, loyalty can disappear fast.

Scott and Scott break down how everyday friction can quietly erode customer lifetime value. Think manual return processes that waste time, “in-stock” messages that are wrong, and policies that do not match what customers were promised. The lesson is clear: the experience customers remember is the one that happens after they click “buy.”

You will also hear why loyalty is more than points and perks. Strong loyalty is built when customers can trust what a brand says, what it ships, and how it resolves issues. That includes balancing great front-of-house engagement with the operational reality needed to deliver it consistently, plus a quick case study on how personalized loyalty can work in the hotel industry when execution is solid.

👉 Get our Omnichannel Loyalty Guide to build loyalty that feels human across every channel: https://sap.to/6052B6mdBA

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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/6057B6md8B

#CustomerExperience #CustomerLoyalty #SAP

There is a fine line between a helpful recommendation and an invasion of privacy. In this episode of SAP Spotlight on ANZ Tech, we explore how to use AI-powered personalization in a way that feels relevant to customers without overstepping.

Jess asks people when personalization crosses the line from helpful to creepy, and why targeted experiences can feel uncomfortable when it seems like brands know too much. Then our customer experience experts, Scott and Scott, break down what separates smart personalization from trust-breaking tactics. The takeaway is simple: relevance is powerful, but informed consent and data security are the foundation of long-term customer trust.

You will also hear why a data breach is the ultimate trust-killer. Once customer data leaks, confidence is hard to regain. If your team is building personalization programs, this episode is a practical reminder to balance value with transparency, and to treat trust as a core metric, not a nice-to-have.

👉 Get our Personalisation Playbook to build a strategy rooted in trust: https://emarsys.com/learn/white-papers/personalization-playbook/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight

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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://www.sap.com/index.html

#CustomerExperience #CustomerLoyalty #SAP

How do you turn a frustrated customer into a brand advocate really quickly? It starts with understanding, not just answering.

In this episode of SAP Spotlight on ANZ Tech, we dig into one of the most important moments in the entire customer journey: the first response. When something goes wrong, customers want to feel heard fast, and they want progress toward a real fix. A quick reply that misses the point can make things worse. A thoughtful first response that shows context, ownership, and a clear next step can change the tone of the relationship in minutes.

Our customer experience experts, Scott and Scott, explain why connected systems matter so much here. Customers get frustrated when they have to repeat themselves or re-share information you should already have, like purchase history, interaction timing, or previous case notes. That “repeat” moment signals that the experience is disconnected, and it makes customers feel like a ticket number instead of a person.

You will also hear how tying systems together can simplify feedback and speed resolution without cutting corners. When teams can see the full picture across channels, they can acknowledge the issue with context, ask fewer questions, and move straight to action. The result is less effort for the customer, faster time to resolution, and more opportunities to turn a complaint into loyalty.

👉 Download our Australian Engagement Report to turn engagement insights into retention wins: https://sap.to/6050B6me4g

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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/6055B6me4l

#CustomerExperience #CustomerService #SAP

Why do customers stop engaging even when nothing is wrong? Usually, it is because they have lost the reason to click.

In this episode of SAP Spotlight on ANZ Tech, Jess asks what drives customer silence, and the answer is refreshingly direct: too many brands send low-effort messages that do not add value. If a customer just bought shampoo, a “buy more shampoo” email a week later is not personalization. It is noise. Over time, that creates a click gap, where customers still purchase occasionally but stop opening emails, responding to texts, or engaging with the brand.

Our customer experience experts, Scott and Scott, unpack what better engagement looks like. First, make post-purchase outreach useful, timely, and relevant. Offer something that complements what the customer already bought, like conditioner or a refill reminder based on realistic usage. Second, broaden engagement beyond direct offers. Brands can build stronger relationships by connecting through community, shared values, ambassadors, and a clear vision that customers want to be part of.

The key is treating engagement as a two-way street. Test different content angles, learn what resonates, and use that feedback loop to earn attention rather than assume it. When brands give customers a genuine reason to click, engagement becomes a habit, not a chore.

👉 Download our AI in Retail Report to personalize retail experiences with trust built in: https://emarsys.com/learn/white-papers/ai-in-retail-report-in-australia/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight-”

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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://www.sap.com/index.html

#CustomerExperience #RetailMarketing #SAP