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In the arena of customer experience, competitive advantage can be won or lost in a single interaction. And long-term loyalty — keeping customers coming back — is an ongoing challenge.

Every moment in the customer journey is a chance to deliver value, earn trust, and build relationships. But delivering consistently great experiences means adapting to evolving trends and expectations with a connected approach to people, data, and systems. 

The Q2 2025 release of the (Â鶹ԭ´´ CX) portfolio does just that. Whether engaging customers, streamlining operations, or empowering employees, this release delivers smarter, faster, more personalized experiences at scale. Powered by AI with harmonized data, it brings improvements across the customer experience life cycle, from first touch to long-term growth, with seamless, value-generating experiences across service, sales, marketing, commerce, and consumer industries.  

Here are the highlights from Â鶹ԭ´´ CX in Q2 2025.  

Making every interaction count 

Everyday moments turn into meaningful engagements when experiences are connected, relevant, and effortless. This release helps users go beyond meeting customer needs to building trust and loyalty at every touchpoint. 

Â鶹ԭ´´ Service Cloud  

• Business Information Extraction: and convert it into structured, usable documents — like auto-filling case descriptions from customer emails — saving time and manual effort.

Â鶹ԭ´´ Commerce Cloud 

• B2B Self-Service Portal: Raise customer satisfaction and reduce service volume with this scalable, easily implemented . B2B customers can view order status, invoices, and delivery updates—regardless of how the order was placed. 
• AI Shopping Agent: Engage customers in real time to drive conversions and growth. With prompting questions and natural, conversational language, the agent guides product discovery and enables in-chat actions like add to cart as well as view order and shipping details.

Â鶹ԭ´´ Emarsys 

• Enhancements 
  • Segmentation: Combine wallet and customer data to target the right people; for example, reengaging those who have not interacted recently with Mobile Wallet campaigns.
  • Expanded Wallet Delivery Channels: Reach customers anywhere with the new Mobile Inbox and Mobile Push channels.
  • Pass Notifications: Automatically deliver timely lock-screen updates for on-the-spot engagement and conversion with mobile wallet users or targeted customer segments. 
• WhatsApp Template Messaging: like promotions and order updates using the rich content, personalization, and multi-language support in Â鶹ԭ´´ Emarsys.
• Conversational Messaging for WhatsApp (): Have based on contacts’ responses.

Scale smarter, operate better 

Sustainable growth requires operational efficiency and built-in customer experience. With unified data connected to core business operations and AI-driven insights, these updates improve internal operations, enhance scalability, and set the foundation for differentiated customer experiences. 

Â鶹ԭ´´ Commerce Cloud 

• B2B Self-Service Portal: Give customers transparency without committing to full commerce and scale when ready, without data migration or replatforming. Launch this for B2B customers in just weeks with partner packages that simplify setup and accelerate time to value. Built as an ERP add-on, the portal connects natively with back-end systems to surface real-time order and invoice data, reducing support workload and improving the customer experience with accurate, always-on self-service. Out-of-the-box compatibility with Â鶹ԭ´´ S/4HANA and Â鶹ԭ´´ Cloud ERP means faster setup, less IT effort, and long-term flexibility. 
• Open Payment Framework: Support for brings unified checkout, reliability, and built-in security and validation to the payment experience, accelerating time to market and increasing conversions. 

Â鶹ԭ´´ Sales and Service Cloud 

• : Accelerate time to value and maximize your investment in Â鶹ԭ´´ with services navigator for Â鶹ԭ´´ Sales Cloud and Â鶹ԭ´´ Service Cloud Version 2 implementations. Part of Â鶹ԭ´´ Preferred Success for Â鶹ԭ´´ Customer Experience solutions, the navigator helps users discover relevant services from their Â鶹ԭ´´ Preferred Success subscription for each stage of a project, align support offerings with project goals and timelines, and improve business outcomes with accelerated adoption and reduced risk.
• : Reduce the costs and complexity of internal issue resolution with unified service delivery. By centralizing and structuring inquiry management and response, out-of-the-box integrations of Â鶹ԭ´´ Enterprise Service Management with Â鶹ԭ´´ Business Suite applications break down silos to improve service delivery across finance, HR, marketing, facilities, sales, support, and more. 

Â鶹ԭ´´ Revenue Growth Management 

New to in Q2 2025 includes:  

• Fund management: Gain control over trade spend—create funds, manage and adjust fund budgets, and track spending for promotions.
• Analytics dashboards: Get quick access to planning data and insights into P&L for individual promotions with embedded Â鶹ԭ´´ Analytics Cloud, Â鶹ԭ´´ Revenue Growth Management analytics dashboards. 

AI that accelerates impact

Across the experience life cycle, AI-powered embedded intelligence and autonomous AI agents help unlock faster decisions and better outcomes. This release helps teams move faster, engage smarter, and scale with confidence.

Â鶹ԭ´´ Sales Cloud 

• Sales Order Summary: Enable sales managers to act quickly with like price changes, product substitutions, on-time delivery probability, and more — boosting accuracy and profitability.
• Account Duplicate Check: Protect data quality and reduce the manual effort of dealing with redundant data. Account Duplicate Check uses AI to so users can maintain clean, accurate records and drive smarter engagement. 

Â鶹ԭ´´ Service Cloud 

• Registered Product Summary: Empower agents with a of a product’s service history, turning standard service calls into a strategic conversation. 
• Business Information Extraction: from unstructured documents using AI, helping unlock insights and action. 

Â鶹ԭ´´ Emarsys 

• Natural Language Search for Product Curation: Enable marketers to using natural language search, helping them move faster and build the right use cases. 

Innovation that connects it all

From loyalty to growth to operational agility, these innovations help deliver more intelligent, connected experiences at every touchpoint — with the adaptability and scalability to grow lifelong customer value. 

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Balaji Balasubramanian is president and chief product officer for Â鶹ԭ´´ Customer Experience.