The challenge is not whether we receive enough feedback—we receive a lot of it. The real challenge is making sure feedback reaches the right teams, with the right context, so it can create impact and customers can see where it goes.

What’s changing

On October 6, 2026, we are launching an enhanced Customer Influence experience, making feedback easier to submit, easier to follow from submission to resolution, and easier for Â鶹ԭ´´ teams to act on. We’re also improving our feedback ecosystem by connecting customer feedback, usage insights, research, and market signals, so we can make better-informed decisions across Â鶹ԭ´´ products.

Simpler access to customer influence

Soon, it will be easier than ever to dive into influencing Â鶹ԭ´´ products via Customer Influence. S-users will find the feedback tool in the Â鶹ԭ´´ for Me portal they already know, while P-users will enjoy direct access to the feedback system via an updated .

A more intuitive experience

More intuitive navigation helps remove friction from the process while clear visibility into outcomes shows how your input drives innovation.

How it works

Advances in AI, automation, and real-time data processing create an opportunity to work with feedback differently than in the past. Now we can identify patterns and route feedback to the right teams faster and at a much greater scale. Individual signals become collective insight that drives more meaningful, relevant improvements grounded in real-world feedback. That means our experts can spend less time processing information and more time acting on it and delivering outcomes that matter to your business.

Meanwhile, consistent, company-wide guidelines bring a standardized approach to handling, responding to, and acting on feedback across Â鶹ԭ´´’s portfolio, tools, processes, and teams.

While AI helps us meet customer needs more efficiently, people remain accountable for understanding the context, making prioritization decisions, and deciding what we build. That is important because feedback is not only data. It reflects human experiences behind real business challenges, and it takes human judgment to turn those signals into outcomes that genuinely matter.

What changes for you

These enhancements are about clear value—not replacing what works. All five Customer Influence services you know today continue within the improved feedback experience. For example, in Â鶹ԭ´´ Continuous Influence, you can find your existing improvement requests in the new experience and use any existing bookmark links you have.

Here’s what you can expect:

• Effortless feedback experience: simplified navigation, a more intuitive journey, and direct feedback service access for Â鶹ԭ´´ for Me users
• Clearer line of sight: transparency from submission to resolution, with progress tracking at every step and consistent updates
• More influence: greater visibility into how your feedback shapes the Â鶹ԭ´´ road map and contributes to product improvements
• The right products: unified feedback, market analysis, and user research helping Â鶹ԭ´´ deliver more of what matters most

The conversation continues

The momentum doesn’t stop here. We’re also exploring agentic assistance that helps customers structure feedback, suggests clearer wording, and guides them toward the most impactful way to share what they’re experiencing—making the act of sharing feedback feel less like a task and more like a conversation.

As the relaunch of Customer Influence approaches, look for more information about the release on influence.sap.com, including access and enablement resources.

In the meantime, you can explore current Customer Influence services and continue submitting your feedback at .

This is a next step, not a final one—we are still building, and the feedback you continue to share will help us get this right.

Florian Heretsch is SVP and global head of Â鶹ԭ´´ Product Experience.

Let’s explore how embracing customer insights transform good intentions into meaningful impact across .

Build relationships with customers, not attachments to products

Product teams pour enormous passion and effort into building innovative solutions. Yet the real impact comes when that same energy is focused not just on what we build, but how it is experienced.

A product can be packed with features and innovation, but none of that matters if the overall experience does not meet real user needs. That is why product experience eats product capabilities for breakfast.

From good intentions to real impact: outcome over output

Today, at Â鶹ԭ´´ we are in the fortunate position of having access to rich data that helps us understand:

• How customers use our software
• How they truly experience it
• What they actually need from Â鶹ԭ´´ Business Suite

Customer insights replace internal assumptions with the reality how end-users are interacting and using the different capabilities of our software. Instead of guessing what matters, we uncover it through data-driven discovery. Instead of building based on what we think is needed, we deliver what’s proven to create value.

This is how product managers evolve: from intuition-led decision-makers to data-driven strategists, designing solutions that align with real-world use – and with the business outcomes our customers care about.

Three layers of insight that drive better software

This insight-driven approach is grounded in real data that reflects how customers use and experience our software. To improve how software is built, introduced, and adopted, we focus on three essential types of product insight.

Together, these three layers give our teams the foundation of a holistic view — of both product performance and of the experience behind it. And that experience is often the difference between a product that is used and one that is valued. This understanding enables smarter decisions, faster iteration, and ultimately software that reflects and supports the way customers work.

Product 360: Â鶹ԭ´´ Business AI-powered one-stop insights hub

It is not only about collecting feedback; it’s about closing the loop, so every voice helps shape the product. And it’s about making sure our customers can see that we listen and understand what they really need.

Turning insights into action for product teams and customers

We are not just collecting this data for our product teams at Â鶹ԭ´´; we’re making it transparent and actionable for customers. Through Â鶹ԭ´´ for Me, customers can access dashboards that visualize and within their own portfolio, along with . For Â鶹ԭ´´ S/4HANA Cloud Public Edition, they also receive from their end users, with more products to follow.

To turn these insights into real outcomes, we combine the power of and with in-app guidance tools like WalkMe solutions. This allows users to see where action is needed and to immediately take the right steps. From surfacing relevant KPIs to guiding users through change and process adoption, we are making enablement part of the flow of work.

By shifting our focus from what we build to how it’s experienced, we are not only improving software; we’re elevating the entire customer journey. Every insight, every piece of feedback, and every usage pattern brings us closer to delivering solutions that truly matter.

The more we understand how products are experienced, the better we can shape what comes next — for our customers, our teams, and the future of Â鶹ԭ´´ Business Suite. Because when we fall in love with our customers, not just the product, we create value that lasts and experiences that lead the way forward.

Florian Heretsch is senior vice president and global head of Â鶹ԭ´´ Product Experience.