AI alone is no longer a differentiator: What matters is where intelligence鈥痮perates鈥痠nside of a business. As demand volatility increases, fulfillment windows tighten, and customer expectations鈥痳ise,鈥痮rganizations need more than insights or task鈥痑ssistance. They need intelligence inside quotes, product content, service interactions, and campaigns, guiding decisions as they happen and continuously adapting as conditions change.

This shift lays the foundation for a new generation of executional AI, where capabilities evolve from supporting users to actively鈥痬onitoring鈥痜lows,鈥痑nticipating鈥痳isk, and over time acting as intelligent agents within core customer-facing processes.

With the Q1 2026 release of鈥� solutions, 麻豆原创 advances this shift by bringing AI closer to day-to-day customer-facing execution across sales, service, commerce, and engagement. Intelligence now operates closer to where outcomes are realized鈥攈elping organizations protect revenue, reduce friction, and deliver consistent, trusted experiences at scale.

Below, explore more of the highlights from the Q1 2026 release. And for full sub-solution details, see recaps for听,听,听,听, and听.

Optimize revenue streams with confidence

Revenue becomes more reliable when customer intent is captured early and executed consistently across sales and commerce workflows. The execution depends on speed and accuracy: accurate product information, relevant content, and seamless handoffs from inquiry to quote creation. When these are disconnected, teams face delays, manual rework, and missed revenue opportunities.

From customer inquiry to executable quote

• Email to quote with AI:鈥疉utomatically add SKUs from a deal using opportunity and email data with the Microsoft Outlook add-in for 麻豆原创 Sales Cloud. Users can choose to generate a quote, and the quote is quickly created in 麻豆原创 Sales Cloud in just a few clicks. After review, sellers can hit send; it is that easy.  
• Deep research: Accelerate account planning and reviews by synthesizing 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud data with external market intelligence. For example, the deep research capability can deliver a detailed brief that can be used to better understand the account, their industry, and other crucial information like news and SWOT. Sellers will be able to engage prospects and buyers more effectively while customers will have more relevant and personalized information delivered.  
• Media attachments for product descriptions: Use AI to extract details from product documents, such as manuals, spec sheets, and PDFs, and automatically generate or enrich product descriptions in 麻豆原创 Commerce Cloud. This accelerates catalog updates and improves product data quality so that shoppers, search engines, and agentic commerce are rich with the most accurate product descriptions鈥攅nsuring product descriptions are detailed, differentiated, and discovered.

Delivering鈥痳别濒颈补产濒别鈥痵ervice at鈥痵肠补濒别

• Digital Service Agent handoff鈥痜or case creation: Connect every step of the service journey from conversational AI self-service to field resolution so service teams can resolve customer issues鈥痜aster and provide personalized service engagements that build trust.鈥疷sing conversational cues, Digital Service Agent鈥痵ummarizes intent identification for ticket creation while capturing essential information required for handoff to underlying solutions like 麻豆原创 Service Cloud.
• : Give service teams a single, real-time command center in 麻豆原创 Service Cloud, consolidating cases, tasks, and service orders into one view with visual workload insights so agents can prioritize faster, stay on top of commitments, and resolve more issues per day. 
• Retail Intelligence (麻豆原创 Early Adopter Care): Announced at NRF, Retail Intelligence provides one closed-loop, AI-enhanced retail supply chain planning environment that ties together planning, execution, and engagement. The result: human and agentic teams that don鈥檛 just execute tasks but reshape strategies, reimagine retail supply chain planning, and master autonomous growth and lasting differentiation.
  Learn more at the session.

Orchestrating engagement across the customer life cycle

Customer engagement spans browsing,鈥痯urchasing, fulfillment, and service across multiple channels. 麻豆原创 CX connects engagement directly to operational context.鈥�&苍产蝉辫;

• delivers鈥痯ersonalized, AI-personalized communications and interactions across every channel powered by connected customer and operational data all fully integrated across 麻豆原创. Teams鈥痗an鈥痙eliver consistent, intelligent engagement that builds loyalty and drives鈥痓usiness鈥痠mpact.

• :鈥疎xtend conversational analytics to SMS campaigns. A new data context model narrows analysis to the right dataset, returning faster, more precise answers to natural language questions, such as 鈥淲hat was SMS revenue last month?鈥�

• :鈥疨redictively鈥痠dentify鈥痗ontacts鈥痺ho are鈥痩ikely in the next鈥�30 days to engage,鈥痓ecome inactive, or remain inactive,鈥痵o marketers can target outreach鈥痺here it will deliver the strongest results.鈥��&苍产蝉辫;

Accelerate transformation鈥痺颈迟丑鈥痶丑别鈥痑dvanced success plan鈥痜or 麻豆原创 CX

To鈥痑ssist鈥痗ustomers鈥痮n their鈥痶ransformation鈥痡ourneys, 麻豆原创 launched the new Advanced Success Plan in the鈥�. This will鈥痟elp customers increase the value of individual applications, accelerate cloud transformation across 麻豆原创 Business Suite,鈥痑nd enable consistent adoption of new innovations and 麻豆原创 Business AI.

With expanded coverage with additional 麻豆原创 CX solutions, including and , the advanced offering is comprised of three powerful elements:

• Success expert: Regular 麻豆原创 expertise driving strategic customer outcomes
• Adoption guidance: Structured, AI-driven enablement accelerating adoption
• Activation and optimization services: Hands-on services to maximize performance and impact

Check out the鈥痺ebinar鈥痶o learn how the new service offering unlocks more of the transformative value of 麻豆原创 solutions:鈥�.

Intelligence where execution happens鈥�&苍产蝉辫;

With 麻豆原创 Customer Experience, AI moves beyond isolated鈥痑ssistance鈥痶o鈥痮perate鈥痙irectly within business execution flows. Intelligence is embedded where work happens鈥攊nside quotes, product content, service interactions, and campaigns鈥攈elping organizations respond in real time and deliver consistent customer outcomes at scale.

Learn more about 麻豆原创 CX in Q1鈥�2026鈥�&苍产蝉辫;

Read the 麻豆原创 Help documentation to get started with these new capabilities.鈥�&苍产蝉辫;

Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience and Consumer Industries.鈥�

In today鈥檚 omnichannel reality, delivering that elevated experience consistently and at scale is essential to protecting brand trust and loyalty. Peak moments like Black Friday and Cyber Monday amplify the challenge, when traffic surges and expectations for fast, personalized service are at their highest.

The team recognized that legacy systems couldn鈥檛 provide the speed, stability, or connected view required to meet those expectations at scale, prompting a shift to a modern customer experience (CX) foundation with 麻豆原创.

Modernizing the digital core with 麻豆原创 Commerce Cloud

Moving from legacy technology to gave Molton Brown a high鈥憄erformance engine designed for peak鈥憇eason reliability and continuous innovation. The results came quickly: 100% uptime during peak trade, even as volumes spiked to one order every three seconds during major events, freeing teams to focus on enhancing the customer experience rather than firefighting, and ensuring uninterrupted service for customers across global markets.

鈥淧eak performance isn鈥檛 a one鈥憈ime effort; it鈥檚 about reliability. We have to rely on technology operations to achieve 100% efficiency so the business can succeed, which in turn helps our customers succeed. Technology should enable business success, not block it鈥攁nd 麻豆原创 has proved that multiple times.鈥�

Naresh Krishnamurthy, Senior Manager 鈥� Business Transformation, Prestige, Kao UK Ltd

That stability also matters as product discovery increasingly begins beyond owned channels鈥攆rom social platforms to emerging AI鈥憄owered assistants鈥攚here consistent, trustworthy content and availability help the brand stay visible and credible wherever customers choose to engage. 麻豆原创鈥檚 evolving agentic commerce innovations anticipate this shift, ensuring products remain discoverable, trusted, and actionable across both human and AI agents.

A seamless luxury journey across channels

With and (formerly 麻豆原创 Emarsys) working together, Molton Brown aligns what customers see online with what they experience in store. Product categories, storytelling, and navigation are mirrored across channels; store associates can act on online browsing signals; and store teams are enabled with real鈥憈ime insight to deliver high鈥憈ouch clienteling experiences.

The result is an unbroken, premium journey that reduces friction and reinforces trust in the brand鈥攅xactly what luxury shoppers expect.

Personalization that builds loyalty, not just transactions

麻豆原创 Engagement Cloud helps Molton Brown deliver channel鈥慳ppropriate experiences, from mobile鈥慺irst engagement to email and in鈥憇tore clienteling, aligned to evolving customer preferences. These programs are complemented by thoughtful gifting moments, personalized birthday acknowledgments, and sustainability鈥慺ocused communications that strengthen repeat鈥憄urchase behavior.

Crucially, the team treats every holiday period as a data鈥憆ich learning cycle: months of performance testing, UX refinements, and campaign iteration inform what customers experience in the following season. Those insights help the team refine the experience so it remains consistent, intuitive, and premium, even under peak pressure. That consistency is what sustains loyalty, not just the promotions themselves.

As Naresh Krishnamurthy explains: 鈥淏lack Friday is not just about revenue; it鈥檚 about brand engagement and building the strong foundation that enhances the relationship through loyalty.鈥�

Ready for the next era of intelligent commerce

With a dependable CX core in place, Molton Brown is now exploring to anticipate risks ahead of campaigns, sharpen decision鈥憁aking, and streamline fulfillment鈥攁ugmenting the experience behind the scenes without compromising luxury standards.

This direction aligns naturally with 麻豆原创鈥檚 broader agentic commerce vision, where AI systems help interpret intent and keep trusted products discoverable and transactable across new surfaces鈥攁nother reason a reliable, 鈥渕achine鈥憆eadable鈥� CX foundation matters.

“Everything we鈥檙e doing ladders up to one goal: a truly connected customer experience鈥攑ersonal, consistent, and effortless in every channel.”

Molton Brown鈥檚 partnership with 麻豆原创 CX has reset what鈥檚 possible at peak, and every day after: dependable operations, consistent omnichannel experiences, and personalization that earns loyalty. The brand now scales confidently during its biggest moments, and stays ready for what鈥檚 next as AI changes how people (and agents) discover and buy.

This transformation positions Molton Brown to adapt quickly as customer expectations and digital commerce behaviors continue to evolve.

To explore how 麻豆原创 Commerce Cloud can elevate your customer experience, visit .

Our vision for agentic commerce is bold. In , we showcase a future where humans and AI agents collaborate to drive intelligent recommendations, proactive operations, efficient business processes, and deeper customer relationships. While this vision points forward, 麻豆原创鈥檚 focus is firmly grounded in helping retailers take practical steps today. This isn鈥檛 about flashy demos of a distant future鈥攊t鈥檚 about building the foundation now for how consumers will buy and retailers will sell in the years ahead.

Unlike traditional AI systems that respond to prompts, agentic systems act on intent. They learn from preferences, make proactive recommendations, and can complete transactions on a shopper鈥檚 behalf. These agents are increasingly becoming the starting point of the buying journey, reshaping how brands compete for visibility, trust, and loyalty.

This evolution introduces both opportunity and risk. As AI agents mediate more interactions between brands and consumers, retailers must rethink how they capture intent, transact with agents, and deliver post-purchase experiences that reinforce trust.

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Discovery is moving from search to assistants

Historically, product discovery revolved around search engines, marketplaces, and brand-owned storefronts. That model is shifting quickly. Answer engines and AI shopping agents are becoming new entry points for commerce鈥攐ften before a shopper ever visits a retailer鈥檚 site.

Like marketplaces before them, AI agents introduce a new layer between brands and customers. The difference is speed and autonomy. Agents don鈥檛 just surface options; they reason, decide, and act.

For retailers, success is no longer about ranking on a page. It鈥檚 about ensuring products are visible, understandable, and trusted by machines that influence purchase decisions on behalf of humans.

At NRF, 麻豆原创 expanded its agentic commerce vision with the announcement of the storefront MCP server for 麻豆原创 Commerce Cloud, planned for Q2 availability. The storefront model context protocol (MCP) server can enable channel-less commerce by allowing businesses to safely and reliably engage with multiple AI agents鈥攚hether embedded in a retailer鈥檚 own experiences or originating from third-party assistants like ChatGPT or Perplexity.

The storefront MCP server helps merchants surface products and can enable buying across channels for both people and machines. It鈥檚 the first of many steps 麻豆原创 is taking to help customers fully participate in agentic commerce by supporting MCP, ACP, UCP, and other emerging agentic protocols.

Product content becomes the currency of visibility

In an agent-driven world, product content is no longer just marketing鈥攊t鈥檚 operational infrastructure. AI agents cannot recommend what they cannot interpret. Every attribute, image, specification, availability signal, and proof point directly impacts whether a product is surfaced, compared, or selected.

This is where generative engine optimization (GEO) is evolving. Optimization must now serve two audiences: humans and machines. Product data must be structured, consistent, and enriched, so AI agents can confidently represent it to shoppers.

The in helps transform how merchants manage product data at scale. It can clean catalogs, enrich attributes, standardize details, fill gaps, and support multilingual content using real-time data. The agent can scale to catalogs with more than 10 million items, helping teams improve content 70% faster, increase data completeness by 5%, and reduce maintenance effort by 63%.

With AI-ready product data as its foundation, retailers can better match shopper intent, optimize merchandising by channel, and improve pricing and delivery decisions with precision.

Payments must evolve for autonomous commerce

As buying journeys fragment across devices, channels, and agents, payments must become more flexible and nearly invisible. Consumers expect to pay how and when they choose, including through agent-initiated transactions.

New payment rails like FedNow, RTP, and stablecoins are enabling faster, lower-cost transactions, while wallets and bank-based payments continue to converge. Networks such as Visa and Mastercard are already preparing for autonomous commerce by allowing consumers to set spending limits and controls for AI agents.

For retailers, the priority is delivering frictionless, secure payment experiences that integrate seamlessly into agent workflows.

The can enable this flexibility through a no-code, low-code approach. Its headless, extensible architecture helps support diverse payment methods, ensure compliance through automatic updates, and integrate natively with 麻豆原创 Commerce Cloud鈥攚orking to give retailers agility without sacrificing control or scalability.

Returns become a strategic intelligence engine

Returns are one of retail鈥檚 biggest challenges. According to IHL Group, global returns have surpassed US$1.9 trillion and are growing faster than sales. What was once a cost center is now a strategic differentiator.

The next phase of returns management is defined by intelligence. AI enables 鈥渒eep, reject, or return鈥� decisioning based on loyalty history, behavioral signals, margin impact, and lifetime value. Returns data becomes a feedback loop that improves forecasting, product quality, and merchandising decisions.

Complete, connected data is essential. 麻豆原创 can deliver this through native integration between 麻豆原创 ERP and 麻豆原创 Commerce Cloud, creating a single source of truth across inventory, costs, and transactions. found that organizations using both platforms achieved up to 80% lower TCO, up to 90% productivity gains, and 105%鈥�245% revenue uplift from hyper-personalized experiences.

can extend this foundation across the full returns journey, helping to orchestrate centralized rules, guided returns, real-time inventory visibility, and faster refunds鈥攖urning returns into a loyalty-building growth lever rather than a revenue drain.

Commerce is detaching from the storefront

As predicted at the end of 2025, AI agents are taking on more shopping tasks, pushing commerce beyond traditional storefronts. A shopper may simply state an intent and let an agent handle research, selection, and checkout.

Discoverability now depends on structured, trustworthy signals鈥攔eviews, ratings, social proof, and consistent data that agents rely on to evaluate quality and brand credibility.

Retailers must move beyond transactional efficiency to deliver connected, personalized experiences across every touchpoint. Loyalty programs must reward engagement, not just purchases. Inventory visibility, accurate delivery promises, and proactive issue resolution become table stakes.

can enable retailers to design adaptive loyalty strategies for this new environment, personalizing rewards and offers based on real-time behavior鈥攚hether purchases happen through traditional channels or AI agents. These insights can then feed transactional agents, helping to improve relevance and outcomes across the journey.

Operational reliability remains critical. 麻豆原创 Order Management Services help unify order, inventory, fulfillment, and POS data, while agentic innovations like the Order Reliability Agent can proactively resolve fulfillment issues before they impact customers.

Trust is the core retail responsibility

As agentic systems influence more of commerce, trust becomes the most valuable asset retailers can protect. Consumers must trust that their data, preferences, and payments are secure and governed responsibly.

Retailers and commerce providers increasingly act as AI trust custodians, balancing intelligence with deterministic constraints and governance. On-site AI can scale associate expertise and personalization while preserving brand integrity and customer confidence.

Commerce is becoming an ecosystem of intelligent interactions鈥攚here discovery, payments, fulfillment, and returns are connected by agents acting on behalf of shoppers and businesses alike.

The winners will be those who align product intelligence, flexible payments, data-driven returns, and trust across every touchpoint. Agentic AI can make commerce more personal, efficient, and scalable鈥攂ut only for those who build the right foundations today.

To learn more about how 麻豆原创 Commerce Cloud is powering AI-driven commerce, visit .

Kollen Glynn is global head of 麻豆原创 Commerce Cloud for 麻豆原创 Customer Experience.

This isn鈥檛 just a consumer trend; it is reshaping engagement models across industries.

The Q4 2025 (麻豆原创 CX) release propels this transformation further with new out-of-the-box agents designed for customer service and the ability to easily build custom agents with Joule Studio. Additionally, AI features like predictive segmentation and AI-assisted reporting expedite planning and decision-making鈥攆oundational catalysts for future-ready businesses.

With WalkMe Premium now available across 麻豆原创 CX applications, teams can upskill and reskill with in-the-moment guidance. And 麻豆原创 Customer Loyalty Management takes new engagement models to the next level, helping businesses strengthen relationships and drive long-term growth.

Here, explore more of the highlights from the Q4 2025 release. And for full sub-solution details, see recaps for , , , , and .

Better customer engagement with out-of-the box agents and custom tools

With 麻豆原创, customer experience applications, data and AI come together as one鈥攑owered by 麻豆原创 Business Technology Platform. Whether it鈥檚 resolving an issue or managing inventory, CX applications connected to 麻豆原创 ERP keep processes running smoothly. AI agents take it further, by reasoning and acting directly in core processes, turning complexity into clarity. One of the most critical areas is in customer support.

• : Deliver instant and accurate self-service by putting knowledge at customers鈥� fingertips. Deflect common inquiries, resolve complex questions with AI, and escalate seamlessly to human agents when needed鈥攔educing contact center load while improving customer satisfaction.
  
  Digital Service Agent can be combined with , creating one conversational AI that handles the entire journey鈥攆rom product discovery and transaction to post-sales support. Customers can ask questions, get answers, and complete purchases in a single frictionless interaction. Together these agents unlock agentic commerce and intelligent service, which strengthens customer relationships and deliver experiences that truly stand out.

• : Create custom, business-ready AI agents for 麻豆原创 Customer Experience Cloud applications鈥攆ast and without complexity. Joule Studio, a part of , gives developers a powerful low-code, no-code environment to create and deploy AI agents and connect them seamlessly to Joule, 麻豆原创 CX apps and third-party systems. These agents can retrieve information, complete tasks, and run autonomous actions grounded in enterprise data from 麻豆原创 CX, 麻豆原创 Knowledge Graph, and non-麻豆原创 systems.
  
  For example, users can build a sales assistant agent that instantly pulls historical purchase records, analyzes buying patterns, and recommends the most relevant products or offers鈥攈elping sales teams increase conversion rates and shorten sales cycles. Learn how to .

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Boost insights and workforce skilling with AI-powered guidance

AI is no longer optional; it鈥檚 the engine behind smarter, faster customer engagement. As digital experiences raise the bar, customers expect speed, personalization, and simplicity in every interaction. Meeting those expectations requires more than automation. It demands AI-driven insights and skills that scale across the organization.

• : 麻豆原创 is embedding AI upskilling into the core of customer experience applications with WalkMe Premium for 麻豆原创 CX solutions. This solution empowers employees to work smarter and learn faster, driving better outcomes from day one. With real-time, role-based guidance and automation across , , , and , teams can unlock the full potential for 麻豆原创 CX solutions without complexity.

• : Easily generate custom reports and comparisons in 麻豆原创 Emarsys, and uncover campaign and customer insights instantly.

• : Enable service agents in 麻豆原创 Service Cloud to quickly understand key consumption trends for a premise. With AI-generated summaries of consumption graphs, agents can immediately identify usage fluctuations, anomalies, and important patterns to support faster resolution for utilities customers.
• : Check the overall health of the sales pipeline in 麻豆原创 Sales Cloud and display opportunities based on quantity and probability score.
• Promotion and account plan configuration: In , customers can configure promotion types and account plan types, defining scope, levels, spend, and baseline management, in order to enable flexible planning and support future indirect promotions.

• Engagement events: In 麻豆原创 Emarsys, ingest inbound events from external data sources to further enhance segmentation and personalization throughout the journey.
• (pilot): Use predictive AI segments in 麻豆原创 Emarsys to reach audiences that are most likely to engage based on a contact鈥檚 behavior, status, or channel preference.

Build lasting connections with 麻豆原创 Customer Loyalty Management

Customer loyalty is more than a metric; it鈥檚 a long-term strategy for growth. As expectations rise, organizations need solutions that create meaningful, lasting relationships. 麻豆原创 Customer Loyalty Management helps businesses deliver personalized experiences, reward trust, and strengthen engagement at every touchpoint, turning everyday interactions into enduring connections.

• : Empowers businesses with AI-driven insights to capture and unify customer data in a dynamic, cloud-based loyalty profile. These profiles provide deep insights into individual motivations, enabling smarter segmentation and highly targeted marketing campaigns. From managing global programs on a unified platform to forming strategic alliances and scaling initiatives for impact, 麻豆原创 helps transform loyalty into a measurable, powerful engine for sustainable engagement and success. 麻豆原创 Customer Loyalty Management has integrations for 麻豆原创 Service Cloud and 麻豆原创 S/HANA Cloud Private Edition to make the transformation faster.

The future of engagement is here, get ready with 麻豆原创

How we engage is changing faster than ever. 麻豆原创鈥檚 Q4 2025 innovations in customer experience anticipate this shift on every level. 麻豆原创 CX is enabling organizations to move beyond reactive strategies and into a world of proactive, personalized experiences.

Businesses that embrace and integrate these new models throughout their enterprise, pairing agentic AI with human intelligence and creativity, will set new standards for customer loyalty and growth.

Learn more about 麻豆原创 CX in Q4 2025

Read the 麻豆原创 Help documentation to get started with these new capabilities.

• 鈥�&苍产蝉辫;
•   
•   

Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience and Consumer Industries.

NEW YORK 鈥� (NYSE: 麻豆原创) today announced a new generation of AI-enhanced retail innovations at NRF 2026: Retail鈥檚 Big Show.

麻豆原创 continues to infuse AI into the DNA of every part of its retail solutions, reinforcing its suite-first strategy and helping retailers operate with greater intelligence, resilience and trust while delivering better experiences for customers everywhere.

鈥淩etailers face a landscape where AI is no longer optional,鈥� said Balaji Balasubramanian, President and Chief Product Officer for Customer Experience and Consumer Industries, 麻豆原创 SE. 鈥溌槎乖� provides one closed-loop, AI-enhanced retail operating system that ties planning, execution and engagement together. We put data and AI at the heart of retail, delivering speed, personalization and growth across every channel and segment.鈥�

AI that turns retail data into actionable intelligence

The Retail Intelligence solution in provides accurate demand and inventory planning, leveraging retailers’ data from across 麻豆原创 software and third-party systems to drive profitable growth through actionable, real-time insights. Purpose-built for retailers and direct-to-consumer businesses, it will be generally available in the first half of 2026.

Harmonizing real-time data from sales, inventory, customers and suppliers, Retail Intelligence uses AI-generated simulations so planners can anticipate outcomes and optimize inventory. This improves forecast accuracy, reduces manual planning effort, lowers inventory costs and raises service levels. All this drives more seamless omnichannel engagements, which strengthen customer loyalty and enable growth without adding complexity for retailers.

鈥淩etailers are seeking built-in, embedded AI solutions to help balance daily operations, future planning and agility to manage a dynamic market,鈥� said Ananda Chakravarty, Vice President of IDC Retail Insights. 鈥淲hat sets 麻豆原创 apart is the holistic nature of its approach, offering an agentic operating system that works in the background, connects data and orchestrates agents. 麻豆原创 makes it an easy lift for retailers to achieve enterprise-wide intelligence, avoiding the complexity of many point solutions.鈥�

AI that streamlines modern retail operations

Retailers must make fast, confident decisions across assortments, pricing and planning. To meet that need, 麻豆原创 announced new AI-assisted assortment management capabilities, allowing planners to create, modify or retire assortments using natural language through the Joule copilot. This reduces the bottleneck on expert users, enabling faster responses to market shifts and freeing time for higher-value merchandising decisions.

麻豆原创 also introduced omnichannel sales promotions in sales orders, integrating the 麻豆原创 Omnichannel Promotion Pricing solution with the 麻豆原创 S/4HANA Cloud Public Edition, retail, fashion and vertical business solution. This enables advanced promotions such as bonus buys to be applied consistently across diverse channels, enabling a single source of truth for pricing and promotions in store and online, so retailers can deliver a consistent experience.

In addition, 麻豆原创 is delivering deeper merchandising, segmentation and manufacturing support in the solution, tailored to fashion wholesalers and manufacturers. These enhancements provide the data and process foundation needed for AI-assisted fashion operations across the business.

AI that drives better customer engagement

As shopping journeys increasingly begin with AI assistants rather than storefronts or search engines, retailers need new ways to be present wherever buying decisions are made. 麻豆原创 helps retailers connect products, pricing, inventory and promotions directly to AI-enabled discovery and shopping experiences, unlocking agentic commerce with its new storefront MCP server, part of the 麻豆原创 Commerce Cloud solution.

Retailers can now make their storefronts intelligible to AI, driving shopping experiences not only on their storefronts but also on platforms such as ChatGPT.听This creates a truly channel-less commerce experience, one where engagement, discovery and transaction happen more seamlessly across human and AI-assisted touch points.

AI that builds customer loyalty

As customer expectations rise and fulfillment networks grow more complex, retailers need confidence that every order will be delivered as promised, using AI solutions that provide proactive visibility and guidance to help keep operations running smoothly and at scale. And as brand visibility shifts in the age of agentic commerce, reliable and consistent shopping experiences are more important than ever to drive sustained customer loyalty and trust.

麻豆原创 announced Order Reliability Agent as part of the 麻豆原创 Order Management Services bundle, planned for release in the second quarter of 2026. The new agent proactively identifies and resolves potential order issues, helping associates answer common questions about order status, stock availability and fulfillment risks before they impact customers.

By combining agentic autonomy with human oversight where judgment matters, these innovations from 麻豆原创 drive insightful planning and improve operational efficiency, both enhancing the customer experience and driving profitable growth.

Visit the . Get 麻豆原创 news via  and .

Media contact:
Mallory Kuno, +1 (425) 239-9362,听mallory.kuno@sap.com, ET
麻豆原创 麻豆原创 Room; press@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.听 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 麻豆原创鈥檚 2024 Annual Report on Form 20-F.
漏 2026 麻豆原创 SE. All rights reserved.
麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see for additional trademark information and notices.

Seismic shifts are not new for retailers鈥攂ack in 1999, e-commerce was still an afterthought. By 2000, everything changed as retailers went all-in on digital.

In听2025,听we are听living in yet听another pivotal year.听This holiday season might feel familiar as you scroll through deals, compare brands, and race to beat shipping deadlines. But beneath the surface, something far more transformative is happening.听The year 2025 will听likely be听the last consumers shop as they do now.听听

Agentic AI is reshaping commerce by making shopping faster, smarter, and effortless. Discovery is moving from people browsing their favorite brands to intelligent orchestration. Instead of opening 10 tabs to hunt for the right deal, shoppers will simply ask: 鈥淔ind me the highest rated black, puffy winter coat, size 10, under $200 that ships in two days.鈥�

The agent will handle the rest鈥攕canning thousands of options, validating reviews, confirming delivery timelines, even factoring in loyalty perks. That future isn鈥檛 tomorrow; it鈥檚 already here, and by next holiday season, most shopping journeys will begin, evolve, or end with AI agents.

While this type of shopping creates convenience for shoppers, it creates a challenge for retailers that have focused on brand campaigns and poured millions of dollars into advertising to be the 鈥渂rand of choice鈥� in the discovery process. Decades of investment into SEO, paid traffic, and brand recognition are losing their edge. While not abandoning these strategies entirely, they must evolve for the AI-first world.

However, there is something that hasn鈥檛 changed over the course of decades: the need to create loyal customers who make repeat purchases and give the greatest share of their wallets. This, too, is more challenging than ever. In fact, 72% of consumers report that this holiday season they will only that consistently meet their needs in the moment.

Creating customer loyalty in the age of agentic commerce means conquering two critical fronts:

• Optimizing for discoverability: Agents will favor retailers that make buying seamless.
• Creating customer loyalty post-purchase: With discovery being augmented by AI agents, humans will now give their ongoing loyalty based on post-purchase experiences. On-time delivery, easy returns, and rewards that feel personal are the new battleground for brand equity.听 And with agents learning from human behavior, exceeding shopper expectations post-purchase can ultimately impact a brand鈥檚 likelihood of being recommended in the discovery phase.

The question remains: how do we move from esoteric AI conversations to practical strategies?

Discovery and loyalty: How to win in the age of agentic AI

• Make your catalog agent-ready: Treat AI as a new kind of shopper. Ensure product feeds are rich, structured, and machine-readable, complete with attributes, use-case-driven descriptions, real-time pricing, and accurate inventory. Clean, structured product data is now the foundation of intelligent discovery.
• Create solutions, not just SKUs: AI-driven traffic behaves differently. Design bundles, add-ons, and value stacks that solve specific problems and allow agents to match shoppers with outcomes, not just product lists.
• Build trustworthy, accessible information: Operationalize trust by surfacing verified reviews, transparent pricing, sustainability details, and clear return policies. Make this data accessible through well-structured APIs, not scraping, so agents and humans see the same reliable truth.
• Let prediction power personalization: Use unified data and AI to predict what customers want before they act, enabling real-time next-best-actions across email, SMS, push, in-app, and other emerging channels. This predictive intelligence turns fragmented campaigns into that deliver higher engagement and revenue.
• Make loyalty the thread that ties every experience together: Loyalty is no longer a program. It鈥檚 a relationship. Use every interaction to tailor meaningful, emotional moments that adapt, remember, and feel consistent across channels in order to help convert agent-driven traffic. Then, use personalized exclusives and perks to foster high-value relationships with those new customers.
• Deliver on your promises, every time: Eighty-eight percent of customers leave a brand after one bad experience. That鈥檚 why operational reliability is the new loyalty. Bring order, inventory, payments, and fulfillment into alignment, so customers receive what they were promised, when they were promised. Loyalty now begins at checkout.
• Prepare for the new return economy: Agent-driven buying makes it easy for consumers to purchase first and decide later. Set clear limits to protect margins and reduce friction in the returns journey because a seamless return can build more loyalty than the purchase itself.

麻豆原创 is already helping brands prepare for this future with AI-enabled technologies across , , , and .

A brand already building for the future

Global sports brand . Historically reliant on seasonal campaigns, Mizuno wanted a more sustainable way to engage its diverse customer base across 10 product categories and multiple channels. Mizuno unified its customer data and used AI to create personalized journeys, turning one-off interactions into long-term relationships.

The results speak for themselves:

• 52% year-over-year (YoY) increase in active customers
• 62% increase in revenue from premium customers
• 35% increase in customer win-backs
• 33% increase in the number of orders

麻豆原创: A partner built for scale, stability, and growth

As customer behavior evolves and AI reshapes what鈥檚 possible, one thing remains constant: 麻豆原创鈥檚 commitment to helping brands win their biggest commercial moments. This year鈥檚 holiday results make that clearer than ever. We鈥檙e not just helping brands plan for peak season鈥攚e鈥檙e helping them execute it with precision, intelligence, and confidence.

Nearly 20% YoY growth in total messages sent underscores the trust brands place in 麻豆原创 Emarsys to deliver at scale. Mobile and emerging channels surged鈥攊n-app (+61%), SMS (+32%), push (+27%), and inbox (+91%) all saw significant YoY gains鈥攁s brands met customers exactly where they were browsing and buying. Omnichannel maturity accelerated with brands using a richer mix of channels to create connected, high-value experiences across every stage of the shopping journey. And with 100% uptime and flawless reliability, teams executed independently and confidently, even during their highest-volume moments.

Paired with exceptional commerce performance, the story becomes even more compelling: brands used more intelligent engagement to guide shoppers toward higher-value purchases (+18% YoY average order value) and ultimately drove substantial YoY revenue growth (+40% gross merchandise value)鈥攁ll powered by a that delivered uninterrupted performance with 100% uptime through the holiday shopping rush, ensuring we鈥檙e here for our customers when it matters most.

This is what partnership looks like: scale, intelligence, reliability, and results so brands can focus on creating exceptional customer experiences, not managing technology.

Looking ahead

The year 2025 will be remembered as the last holiday season where brand mattered more than the overall experience.

This year, and 48% of shoppers would support brands bringing more AI into their buying experience. This sets the stage for growth in 2026 as AI agents deliver relevance, trust, and immediacy, making shopping simpler, smarter, and more satisfying for people everywhere.

The brands that win won鈥檛 be the ones shouting the loudest. They鈥檒l be the ones using 麻豆原创 to be most discoverable, dependable, and unforgettable.

By anticipating needs and creating better, personalized journeys, AI will enhance every stage of commerce. And 麻豆原创 is here to make that future happen.

Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience.

The solution helps businesses worldwide stay ahead of changing customer expectations with a powerful, future-ready platform that delivers unified commerce through connected data, intelligence, and AI innovation.

Organizations across industries use 麻豆原创 Commerce Cloud to unlock sustainable growth through personalized commerce at scale.

麻豆原创 Commerce Cloud is embedding into the tools that employees and customers rely on every day. With AI built into key moments in commerce, the solution and its AI agents help create real business outcomes through faster response times and streamlined touchpoints. Agents like the bring the vision for a connected, intelligent business suite where applications, data, and AI work together in a continuous, virtuous cycle to anticipate needs, act in real time, and elevate experiences.

Another new innovation also helps support profitable growth: 麻豆原创 recently launched the . Natively integrated with the 麻豆原创 ERP application, it makes ordering, invoicing, and promotions more intuitive while giving business buyers a positive digital experience.

, a global leader in wood products and furniture, relies on 麻豆原创 Commerce Cloud as an integral part of managing a complex supply chain. The Chilean forestry company connects customers with on-demand insight into their orders through a self-service portal.

鈥溌槎乖� Commerce Cloud provided us with the tools to create a portal that has exceeded our customers鈥� expectations again and again,鈥� said Diego Tuleski, director of IT at ARAUCO North America Inc.

Other global leaders are realizing measurable impact as well. uses 麻豆原创 Commerce Cloud to streamline complex service orders and improve customer account management. For , 麻豆原创 Commerce Cloud helps digitalize and manage complex order processes, making them intuitive experiences through integration with existing ERP applications. delivers favorable guest experiences across theme parks, hotels, and retail with 麻豆原创 Commerce Cloud, enabling millions of transactions on a single commerce platform integrated with 麻豆原创 Cloud ERP solutions.

To learn more about 麻豆原创鈥檚 position as a Leader and see an in-depth analysis of the digital commerce landscape, .

Kollen Glynn is global head of 麻豆原创 Commerce Cloud, 麻豆原创 Customer Experience.

_{Gartner, Magic Quadrant for Digital Commerce, Aditya Vasudevan, Ant Duffin, Mike Lowndes, Sandy Shen, Jason Daigler, Penny Gillespie, 3 November, 2025.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.}

_{麻豆原创 was recognized as 麻豆原创 Hybris in 2014, 2016 and 2017.}

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 (麻豆原创 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.听听

Here are the highlights from 麻豆原创 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.听

麻豆原创 Service Cloud  

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

麻豆原创 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鈥攔egardless of how the order was placed. 
• AI Shopping Agent: 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.

麻豆原创 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 麻豆原创 Emarsys.
• Conversational Messaging for WhatsApp (): Have based on contacts鈥� 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.听

麻豆原创 Commerce Cloud 

• B2B Self-Service Portal: Give customers transparency without committing to full commerce and scale when ready, without data migration or replatforming.听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 麻豆原创 S/4HANA and 麻豆原创 Cloud ERP means faster setup, less IT effort, and long-term flexibility.听
• 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.听

麻豆原创 Sales and Service Cloud听

• : Accelerate time to value and maximize your investment in 麻豆原创 with services navigator for 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud Version 2 implementations. Part of 麻豆原创 Preferred Success for 麻豆原创 Customer Experience solutions, the navigator helps users discover relevant services from their 麻豆原创 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 麻豆原创 Enterprise Service Management with 麻豆原创 Business Suite applications break down silos to improve service delivery across finance, HR, marketing, facilities, sales, support, and more.听

麻豆原创 Revenue Growth Management听

New to in Q2 2025 includes:听听

• Fund management: Gain control over trade spend鈥攃reate 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 麻豆原创 Analytics Cloud, 麻豆原创 Revenue Growth Management analytics dashboards.听

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.

麻豆原创 Sales Cloud 

• Sales Order Summary: Enable sales managers to act quickly with like price changes, product substitutions, on-time delivery probability, and more 鈥� 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.听

麻豆原创 Service Cloud 

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

麻豆原创 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 鈥� with the adaptability and scalability to grow lifelong customer value. 

Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience.

In the AI era, relying on standalone line-of-business applications limits growth. To unlock their full potential, businesses need a connected business suite, a unified data strategy, and a powerful data foundation 鈥� forming an integrated system that breaks down silos, empowers teams, and enables personalized engagement.

Foundation for intelligent growth

With more than 50 years of expertise in managing critical business data, 麻豆原创 helps companies unlock AI that is relevant, reliable, and responsible. This year at , we announced innovations for customer-centric, AI-powered growth 鈥� whether paired with 麻豆原创 or non-麻豆原创 solutions. These innovations build on the three critical growth drivers:

• delivers real-time insights and connections across systems and data. With built-in AI, it transforms complexity into clarity and enables fast, agile action.
• centralizes trusted internal and external data, breaking down silos to deliver real-time visibility and insights for personalized experiences.
• , is central to this growth strategy and brings AI into every interaction 鈥� from marketing to service 鈥� tapping into business-critical data to deliver seamless, context-rich experiences, while maximizing the value of existing 麻豆原创 investments.

This integrated approach enables smarter decisions, more responsive service, and long-term loyalty.

Our latest innovations expand upon this growth engine, helping companies stand out.

AI-driven automation for accelerated impact

Our expanding portfolio bridges the gap between intelligence and automation. These ready-to-use AI agents automate routine tasks deliver value quickly with minimal configuration. New agents include:

• Quote Creation Agent: Drafts structured, CRM-ready quotes, reducing response time from hours to minutes. Learn more about .
• Catalog Optimization Agent: Continuously improve SEO and product descriptions to improve discoverability and conversion. Learn more about .

Working seamlessly within existing 麻豆原创 CX environments, Joule Agents preserve human judgment where it matters most while automating the rest, freeing teams to focus on growth.

Connections that drive efficiency and growth

unifies service delivery across sales, marketing, HR, finance, procurement, and more, powered by AI and embedded across 麻豆原创 Business Suite. With its unique focus on user experience, it boosts productivity and operational excellence.

For 麻豆原创 CX users, it centralizes processes for sales inquiries and support, accelerating close rates and shortening deal cycles. This unified approach turns fragmented service into seamless, AI-powered orchestration.

Key capabilities across the 麻豆原创 portfolio include:

• : Self-service and AI routing of complex issues frees HR teams for strategic priorities
• Finance: Automates accounts receivable/payable inquiries, disputes, and discrepancies to improve accuracy, shorten AR turnover, and accelerate cash flow
• : Centralized, AI-driven sales inquiries and support, improves response times and boosts close rates

Automation and unified systems help streamline operations and strengthen customer relationships, fueling satisfaction and growth.

Smarter revenue management for maximized growth

Launching in the third quarter 2025, helps consumer packaged goods companies optimize promotions, budgets, and ROI with AI insights and real-time financial data. integration helps prevent overspend and supports 麻豆原创 Sales and Operations Planning with .

Key enhancements include:

• Visibility into revenue, margin, ROI, volume, and profit and loss data for account performance insights and better trade promotion decisions
• Promotion spend insights via integrated 麻豆原创 Cloud ERP
• More accurate forecasting with 麻豆原创 Integrated Business Planning and streamlined budget planning with
• Improved trade promotion budget management at customer and product levels, aligned to financial plans

By turning promotion data into demand signals, companies can optimize promotion strategies, reduce overspend, and deliver personalized, data-driven interactions at scale.

Scalable success: from self-service insights to full B2B commerce

, a powerful 麻豆原创 Cloud ERP add-on, gives B2B customers secure, 24/7 access to real-time order data from all sales channels. Designed for digital-first buyers, it reduces support workload and creates a solid foundation to scale and expand into full B2B e-commerce.

Key capabilities include:

• Native 麻豆原创 Cloud ERP integration for real-time order and invoice data across channels with no middleware or data duplication
• Omnichannel visibility — EDI, email, phone, fax, direct sales, e-commerce — for one-stop customer order data access
• Rapid time to value with preconfigured data models, UI templates, and our vetted partner ecosystem
• Faster issue resolution with user emulation, allowing support teams to see what the buyer sees
• Future-ready scalability that easily extends to full B2B e-commerce without re-platforming

With low TCO and deployable in just weeks, the portal supports digital-first convenience and long-term growth.

Easy, adaptable, future-ready payments

While 麻豆原创 B2B Self-Service Portal empowers B2B customers with real-time access to orders and transactions, 麻豆原创 Commerce Cloud, open payment framework modernizes payments. Its no-code, low-code architecture enables flexible support for methods like buy now, pay later and a wide range of third-party payment service providers, including Stripe, Adyen, Worldpay, and Airwallex. Announced in the first quarter, the solution allows rapid deployment and customized payment solutions.

Benefits include:

• Rapid customization of payment experiences for seamless experiences
• Flexibility to meet evolving buyer needs
• Seamless scalability while ensuring compliance and security
• Reduced complexity and time to value

Together, these capabilities form the foundation for long-term growth.

Real-time data intelligence for seamless experiences

As businesses gain control over payment experiences, they also need real-time visibility into the transactions driving their operations. Customers expect consistent, personalized experiences across channels, from in-store to mobile to online, at every touchpoint.

, a modular, cloud-native solution bundle, unifies point-of-sale and digital order data, processes high-volume transactions in real time, and ensures accurate inventory availability across locations. It supports flexible fulfillment and returns, such as buy online, pick up in-store (BOPIS), and return anywhere, and enables more intelligent inventory planning, sourcing, and channel-aware promotional planning.

These capabilities reduce operational friction, increase loyalty, and help businesses scale profitably and sustainably.

Turning customer experience into competitive advantage

These innovations enable a growth strategy that transforms customer experience into a powerful competitive advantage. By connecting data, processes, and interactions with AI-driven insights, businesses can deliver proactive, tailored experiences that foster loyalty and fuel growth.

麻豆原创 is committed to helping customers harness the power of customer experience. These innovations reflect our focus on delivering real-world value and unlocking new growth opportunities.

Learn more about our and how they can help your business grow.

Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience.

We are leaving the biggest retail event of the year with so much excitement for what鈥檚 to come for the 麻豆原创 Customer Experience portfolio this year. Here鈥檚 a look into 麻豆原创 CX innovations for 2025.

Data-Driven Loyalty Management Solution

We announced a new loyalty management solution that helps brands earn the loyalty of their customers using experiential journeys and personalized, real-time offers.

Creating loyalty is key to profitable growth; however, lasting loyalty has been illusive to many brands. According to the , there are diverse motivations among consumers that drive brand loyalty. Forty-percent credit their loyalty to long-standing reputations, 30 percent say brand consistency is what brings them back, and 22 percent say it鈥檚 because of a brands iconic status. Yet, despite this loyalty, only 17 percent of consumers feel 鈥渢ruly valued,鈥� leaving the majority wanting more.

Helping consumers feel truly valued is no small feat. Traditional reward redemption methods focus only on customers who actively join loyalty programs, and that is no longer enough. Brands are innovating loyalty programs to create a sense of nostalgia, community, and devotion that delivers a memorable experience through personalized offers across the entire life cycle and on every channel.

The new loyalty solution from 麻豆原创 aims to equip organizations with experiential journeys and personalized, real-time offers to help earn customer loyalty through integration with the 麻豆原创 Commerce Cloud, 麻豆原创 Service Cloud, 麻豆原创 Emarsys and 麻豆原创 S/4HANA Cloud Public Edition, retail, fashion, and vertical business solutions. Key features that enable this are:

• Loyalty profiles that connect every shopper with a cloud-based loyalty wallet, facilitating targeted and personalized offers, entitlements, and real-time basket analysis
• Multi-brand loyalty management, as well as shared loyalty programs with partners that centralize loyalty programs across regions and markets, enabling combined brand programs for gaining market share
• A single place for omnichannel promotion planning with real-time redemption to deliver any type of offer, digital payment, and gifting to all customers on any channel
• Loyalty journey planning that delivers experiential omnichannel journeys tailored to customer needs through personalized commerce, marketing, service, and retail interactions
• Quantifiable metrics that track promotion performance and loyalty-related liabilities, linking to financial systems to measure ROI, and enable settlements with the member and partner brands

We are currently recruiting customers for a lighthouse program, and interested customers can learn more by contacting Yaron Gur-Ari. The solution is expected to be available in the second half of 2025.

Artificial Intelligence Makes Shopping Frictionless

We are also launching an AI shopping assistant to make e-commerce search and discovery a lot easier for customers.

Search abandonment is a real challenge. According to a 2023 Google research report, retailers face more than a . And to add insult to injury, search challenges also serve a huge blow to customer loyalty, with 78 percent of consumers viewing brands differently and 82 percent of consumers saying that they would avoid websites where they鈥檝e experienced search difficulties.

With the AI shopping assistant, users can now deliver that white-glove experience to their customers online. For industrial buyers, it acts as a technical specialist — helping source specific replacement parts, comparing complex specifications, and suggesting compatible components. For retail customers, it serves as a personal shopper — understanding style preferences, recommending complementary accessories, and answering detailed product questions.

The assistant seamlessly integrates with 麻豆原创 Commerce Cloud through a flexible API, allowing users to easily plug it into new or existing storefront while maintaining the brand experience. With built-in security and support for multiple languages, it is designed to deliver sophisticated product discovery at scale.

The AI shopping assistant, as part of the , is available for early access now and will be generally available in March of 2025 for 麻豆原创 Commerce Cloud customers.

Effortless Payment Service Integration

We previously announced a new composable payment solution, 麻豆原创 Commerce Cloud, open payment framework, that helps retailers continue to scale and remain agile as new payment options gain popularity.

Open payment framework is a no-code, low-code framework that gives retailers a low-cost, adaptive, and agile payments system that can best fit their business and customer needs without the need to build out integrations on their own. Extensible and headless, the framework ensures that the front and back ends are decoupled and operate independently, catering to a wide range of requirements across channels and allowing customers to have the freedom to pick their preferred payment methods. It covers common payment needs and end-to-end payment processes across authorization, capture, refunds, and re-authorization as well as automatic updates with security and compliance standards. Open payment framework is natively integrated with 麻豆原创 Commerce Cloud.

Open payment framework is planned for general availability on January 22, 2025. Customers can .

Intelligent Search Service Makes Product Discovery Easier

The intelligent search service is a modern, multi-tenant SaaS solution designed to deliver seamless, AI-powered search experiences for both shoppers and business users. Key benefits that empower end-to-end commerce journeys are:

• Effortless product discovery for shoppers on the storefront with natural, intuitive search capabilities, enhanced by AI-driven verbatims, flexible indexing, and intelligent scoring. Features like smart word suggestions and personalized recommendations help showcase the most relevant products, improving navigation and driving higher satisfaction.
• Search operation management with ease for business users through back-office processes that enable data-driven merchandising strategies, powered by integration with intelligent selling services. This ensures measurable impact and optimization of search experiences.

By combining modern technology with AI, the intelligent search service maximizes conversion rates and product views, delivering a natural and intuitive shopping experience. It helps retailers not only enhance customer satisfaction but also build long-term loyalty and lifetime value.

The service is planned for general availability on January 22, 2025. Customers can .

At 麻豆原创, we are committed to empowering businesses to deliver exceptional customer experience while driving profitable growth. By leveraging connected, insightful, and adaptive technology solutions, we help our customers put their customers at the center of their operations to build loyalty, foster innovation, and unlock new opportunities for success.

To learn more about 麻豆原创 CX, visit .

Balaji Balasubramanian is senior vice president and global head of Commerce and Industry Cloud at 麻豆原创.

Through Cyber Week, 麻豆原创 Commerce Cloud powered US$12.2B in gross merchandising value (GMV) for our customers, with a 23.42% year-over-year (YoY) increase in number of orders processed through the solution and 100% uptime. This level of success requires personalized customer engagement, and, for Cyber Week 2024, 麻豆原创 Emarsys Customer Engagement delivered a 10% YoY increase of overall engagement across all channels, with mobile channels seeing a 200% growth YoY.

But more than just numbers, we鈥檙e drawing insights and learnings from some of the largest brands we serve around the world.

Imitation Is a Form of Flattery for B2B Companies

Many industries have looked at how B2C retail companies reach their customers historically and used it as a model. This year, we saw our wholesale distribution customers running Black Friday and Cyber Week promotions to their customers 鈥� B2B buyers 鈥� with outstanding results. In fact, customers in the wholesale distribution industry saw a 125.2% increase YoY in GMV.

Holiday Shopping Continues to Start Earlier Each Year

E-mails, SMS, social ads, and more for Black Friday sales have been circulating since well before November 29^th. Understandably so, as retailers compete for market share. , retail sales saw an increase of 2.3% in October, which beat analyst predictions and is a good early indicator for the holiday shopping season. For 麻豆原创 customers in electronics, appliances, and personal care and beauty, we saw spikes in sales in mid- to late-October, which supports the U.S. Commerce Department鈥檚 findings.

However, getting started early doesn鈥檛 mean that retailers are simply shifting their sales and then finished. Instead, getting started early allows retailers to do both 鈥� lean into a first round of promotions earlier than the 鈥渟hopping season鈥� and a second round during peak Cyber Week shopping, leading to a higher total year-end volume. In addition, by providing two rounds of promotions, companies were able to capture customers who may have missed the initial offering. 麻豆原创 customers, particularly in the home improvement and personal care industries, were able to achieve this success with a 鈥渢wo-hit鈥� strategy.

Consumers Perceive Deals May Get Sweeter If They Wait

It鈥檚 been the belief for years that the best deals happen on Black Friday, but we鈥檝e seen a shift this year. Our data shows that on Cyber Monday the GMV values were significantly more than Black Friday, with an explosive 71.8% increase YoY. Was this trend due to shoppers rushing to take advantage of sales on the last day of the sales event? Or have shoppers been re-conditioned to wait for the best deals on Cyber Monday? We鈥檒l see if this shift has a stronghold in the upcoming years.

Cyber Week Isn鈥檛 About the American Thanksgiving Holiday Anymore

With the adoption of e-commerce and the desire to seek out deals, this major sale event has become a global phenomenon, and 麻豆原创 Commerce Cloud data shows it. Last year, we reported that the Europe, Middle East, and Africa (EMEA) region was comparable to North American sales, with the Asia Pacific and Japan (APJ) region showing explosive growth 鈥� and now it is official!听Our data shows EMEA with 139.6% and APJ with 49.7% Cyber Week GMV growth. Customers in countries like Germany (+314.3% GMV), the United Kingdom (+106.1% GMV), and South Korea (+12.3% GMV), continue to adopt this sales event, and it鈥檚 looking like a mainstay for the future.听

A Village Is Key to Success

To achieve this kind of success takes months of work from entire teams 鈥� both from our customers鈥� side and from 麻豆原创. By infusing artificial intelligence (AI) and automation tools to predict, prevent, and address issues proactively, our team of dedicated engineers created 360-degree action plans for our customers and created recommendations to help achieve peak holiday success. With 24×7 control room support, real-time monitoring, and risk mitigation, 麻豆原创 helped ensure seamless performance and availability during peak traffic periods like Black Friday and Cyber Monday, with 100% uptime, setting a new benchmark for holiday readiness.

To learn how 麻豆原创 Customer Experience solutions can help your organization drive transformational innovation, .

Balaji Balasubramanian is senior vice president and global head of Commerce & Industry Cloud at 麻豆原创.

麻豆原创 supports businesses globally with a powerful commerce solution fit for the future. At a time when commerce trends are evolving faster than ever and customer demands continue to rise, remains a reliable foundation for agility, speed, and stability.

Businesses across industries are using the solution to boost profitability and achieve sustainable growth. Carhartt, an iconic brand crafting durable, premium workwear since 1889, uses 麻豆原创 Commerce Cloud to create an omnichannel e-commerce presence that matches the brand鈥檚 legacy of quality and accessibility. As Carhartt continues to expand its reach and transforms from workwear leader to fashion icon, the brand can exceed customer expectations.

鈥淐arhartt鈥檚 job is to get products into the hands of hardworking folks, when and how they want them. 麻豆原创 Commerce Cloud helps us do just that. We needed a solution that could stand up to task during the busiest times of the year,鈥� said Donavan Marchywka, director of Digital Solutions for Carhartt Inc. 鈥溌槎乖� Commerce Cloud holds up from an infrastructure and performance standpoint. The solution reacts to traffic so customers can connect with our products. When we transformed our e-commerce experience on 麻豆原创 Commerce Cloud, not only did we get the benefits of this new technology, but we also got the chance to rethink the design of our site鈥攁nd do it right.鈥�

In addition to Carhartt, notable B2C brands and household names from Nestl茅 to use 麻豆原创 Commerce Cloud to stay ahead of the competition in increasingly saturated and competitive markets. B2B leaders such as and HORSCH keep industries moving by using the solution to stabilize and scale their e-commerce marketplaces.

Startups and innovators setting out to create a more sustainable future 鈥� like MVV Enamic and 鈥� are using it to deploy artificial intelligence (AI) and new technologies as they emerge.

Even public sector and government organizations, including , are creating standout experiences with 麻豆原创 Commerce Cloud.

These brands join others, such as  , , , and , that rely on 麻豆原创 Commerce Cloud to drive profitable growth for their businesses.

麻豆原创 Commerce Cloud is part of the portfolio. The combination of integrated solutions spanning commerce, marketing, sales, and service empowers businesses to connect with their customers in the moments that matter most. The 麻豆原创 Customer Experience portfolio also turns AI innovations into real business outcomes with intelligent tools that employees, customers, and other users are using every day.

To learn more about 麻豆原创鈥檚 position as a Leader and see in-depth analysis of the digital commerce landscape from Gartner, read the .

Ritu Bhargava is president and chief product officer for 麻豆原创 Customer Experience.

Gartner, Magic Quadrant for Digital Commerce, Mike Lowndes, Sandy Shen, Jason Daigler, Aditya Vasudevan, 6 November, 2024.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.
麻豆原创 was recognized as 麻豆原创 Hybris in 2014, 2016, and 2017.

While we have more exciting innovations to share, we鈥檝e dedicated this event to celebrating our customers鈥� achievements.

AI Meets CX: Personalized, Engaging Experiences

In a fast-paced market, delivering the right message at the right time is crucial. When AI meets CX, businesses can create personalized, engaging experiences at every touchpoint. But these seamless experiences require a blend of people, processes, and technology, supported by integrated data.

Intelligent Customer Journeys with Business AI

At , Christian Klein, CEO and member of the Executive Board of 麻豆原创 SE, emphasized the transformation of customer experience through business AI, moving from reactive to proactive engagement and AI-driven insights. Companies like the San Jose Sharks are leveraging AI to drive personalized experiences and exceptional customer value.

San Jose Sharks: MVP Experiences

The San Jose Sharks are embracing digitalization and AI to create MVP experiences throughout the customer journey. By integrating vast amounts of data from various sources such as hockey games, concerts, food, and merchandising, they form a holistic view of their customers. The Sharks鈥� use of 麻豆原创 CX solutions, including 麻豆原创 Emarsys Customer Engagement, 麻豆原创 Sales Cloud, 麻豆原创 CX AI Toolkit, 麻豆原创 Customer Data Platform, and 麻豆原创 Customer Data Cloud, significantly enhanced customer engagement. This strategic approach led to impressive results, with season membership renewal rates increasing to 87% and open rates soaring from 26% to 80%.

Online Metals: AI as a Game Changer

Greg Raece, president of Online Metals, believes that AI will revolutionize the company鈥檚 sales approach. With a diverse customer base ranging from hobbyists to Fortune 500 companies, Online Metals is constantly evolving to meet emerging trends and ensure customers receive the right materials quickly and hassle-free. Raece firmly believes that AI will change the way Online Metals sells to customers. To better engage customers and enhance its online merchandising and sales strategies, Online Metals has joined forces with 麻豆原创. Using 麻豆原创 Commerce Cloud and 麻豆原创 Emarsys Customer Enagement, it successfully increased conversions, average order value, and website traffic.

Unleash Potential with a Harmonized Suite

Captivating customer experiences require visibility into the back office, front office, and everywhere in between. Companies like Universal Destinations & Experiences benefit from the seamless integration of 麻豆原创 CX solutions with existing ERP systems, helping to enhance overall customer experience.

Universal Destinations & Experiences: Omnichannel Excellence

For Universal Destinations & Experiences, making people happy is priority number one.
When planning its new resort in Beijing, China, Universal wanted to focus on the full guest journey 鈥� before, during, and after their visit. It needed a scalable platform with true omnichannel capabilities to support its diverse business, including theme parks, food, and retail. By leveraging 麻豆原创 S/4HANA with 麻豆原创 Commerce Cloud, Universal is creating a seamless and immersive experience for millions of guests, allowing them to live out their movie dreams.

Nokia: Elevating Wireless Technology

Nokia, once known for its iconic phones, now leads in telecommunications innovation and is partnering with NASA to further advance wireless technology. To ensure efficiency and accuracy in delivering complex solutions, Nokia digitized its order management processes. By integrating 麻豆原创 S/4HANA with 麻豆原创 Commerce Cloud and 麻豆原创 Order Management Services, Nokia achieved faster deliveries, precise invoicing, and seamless billing, securing a competitive edge and driving ongoing success.

MACO Group: Efficient Sales Transformation

With thousands of global customers and 25,000 products associated with 40,000 components, door and window seller MACO Group has a wealth of data. The construction industry has been disrupted by global events, prompting MACO to digitize its operations for more efficient and effective sales. MACO鈥檚 transformation involved combining its 麻豆原创 S/4HANA and CRM capabilities with 麻豆原创 Sales Cloud, enabling it to move faster and with greater accuracy.

New Strategic Partnerships

麻豆原创 CX solutions continue to help add value and bring business AI to life through innovative collaboration and integration. At 麻豆原创 CX LIVE in 2024, we announced two new partnerships with Gainsight and ChannelEngine.

By integrating 麻豆原创 Sales Cloud with Gainsight, companies can unify data and intelligence for a comprehensive customer view and a seamless journey. With human-first AI capabilities, automation, and standardized workflows, Gainsight and 麻豆原创 customers can dedicate more time to clients and less to administrative tasks. Learn more.

The integration between ChannelEngine and 麻豆原创 Order Management Services can enable merchants to increase revenue and profitability by automating and optimizing third-party marketplace operations. 麻豆原创 users can now effortlessly activate over 950 new sales channels and expand into global markets. Learn more.

A Future-Ready CX with 麻豆原创

麻豆原创 customers are rapidly leveraging AI-powered solutions to create superior customer experiences, improve operational efficiency, and drive business growth. By integrating 麻豆原创 into their operations, they are driving innovation and achieving measurable success. 

Our approach is simple yet powerful: connected, insightful, adaptive, and industry-tailored. By prioritizing responsible innovation, especially in handling customer data and interactions, we can ensure our AI solutions are built on trust, privacy, ethics, and security. I鈥檓 proud that 麻豆原创 is integral to our customers鈥� achievements, and the 麻豆原创 CX team remains committed to delivering products and features that drive outcomes and delightful customer experiences.

I invite you to view the and .

Ritu Bhargava is president and chief product officer for 麻豆原创 Industries and Customer Experience.

While the solution鈥檚 functional breadth and depth is well documented, 麻豆原创鈥檚 primary focus leading up to 2022 was platform modernization. This focus was necessary to make sure that our customers, as well as 麻豆原创 Commerce Cloud, were set up for long-term success. As a result of that focus, 麻豆原创 ranked as a major player in the IDC B2C Digital Commerce Report back in 2020. While the modernization journey is truly never-ending, we have clearly turned a corner on that front.

During the last 24 months, this has allowed 麻豆原创 to focus its investments on functional innovations that can drive measurable business results 鈥� including in generative AI 鈥� and in 2023 alone 麻豆原创 delivered over 150 of them. As a result of both modernization and functional innovations, we are delighted to share that 麻豆原创 has regained leadership in both the and . IDC isn鈥檛 the only analyst that is paying attention, as Gartner has also improved 麻豆原创鈥檚 position in the Leader quadrant in 2023 relative to competitors, after a couple of years of a widening gap.

How did we do it? Knowing that if our customers win, we win, we listened and executed relentlessly. Our enterprise customers run some of the largest commerce deployments on the globe, and they told us in no uncertain terms that they needed a platform that solved their very complex commerce challenges with the utmost flexibility, but not at the cost of agility or TCO. As a consequence, we made a by advocating for and adopting pragmatic composability to help our customers evolve on their digital transformation journey, no matter where they are from a digital maturity perspective. We accelerated innovation for 麻豆原创 Commerce Cloud through an all-cloud deployment model with continuous innovation across all commerce areas including headless, API- and event-based architecture, composable storefronts, modern microservices-based implementation of core areas such as payments, promotions, order management, sourcing, and inventory availability, and more.

Here are some of the innovation highlights that we have communicated recently and that help our customers succeed at critical points in the customer experience they are trying to deliver.

Generative AI

For many years, AI in commerce has been about personalizing the customer experience to increase loyalty and profitability. While this remains true and important, generative AI is opening more ways to empower commerce teams to remove mundane tasks and work more efficiently, with the end results of connecting customers more quickly with the products they鈥檙e looking for. 

To leverage AI for better outcomes, 麻豆原创 utilizes its wealth of operational and experiential data, along with third-party data, to help provide the holistic view our customers need. For 麻豆原创 Commerce Cloud, has been made available to help supercharge catalog management and product discovery. Many commerce managers know the difficulty and mundaneness of keeping up with catalog hygiene. Although this task is arduous, it鈥檚 critical for product visibility and discoverability. Our set of AI capabilities within 麻豆原创 Commerce Cloud can review product tags and catalogs, generate and customize product descriptions, embed supplemental technologies such as machine vision, and guide customers to the right choice for their needs.听

Order Management Systems

A connected enterprise is a prerequisite to delivering seamless and delightful customer experiences. Acting as the central nervous system and connective tissue of unified commerce, order management systems enable orchestration of orders from order placement to fulfillment and delivery.

At NRF, we announced new retail capabilities through 麻豆原创 Order Management Services, including the 麻豆原创 Order Management solution for sourcing and availability as well as 麻豆原创 Order Management foundation. With these modular solutions, organizations can create frictionless omnichannel experiences that can respond to business events, such as fraud holds, delivery, or in-store pickup, and determine the optimal sourcing strategies to deliver customer satisfaction while protecting margins and optimizing organizational business outcomes.

Open Payment Framework

With our latest announcement at Shoptalk, we are working to help accelerate our customers鈥� time-to-market with the open payment framework for 麻豆原创 Commerce Cloud. This packaged business framework can connect 麻豆原创 Commerce Cloud via low-code or no-code with third-party payment service providers, including Stripe, Adyen, WorldPay, and Airwallex 鈥� with numerous more planned for the future. This modular, extensible, headless framework helps give power back to retailers to pick their own payment partners based on their needs, whether local or abroad. Organizations can be equipped to scale faster and avoid being confined to a single provider, making wrangling multiple connectors and manual flow mapping a thing of the past.

Front-End Framework Modernization

Digital experience composition, as Gartner puts it, is the new frontier in commerce composability that leverages agile API orchestration and front-end as a service to deliver personalized experiences in a unified way. Our vast ecosystem of best-in-breed partners helps us provide a strong digital experience composition, so that customers can deliver the experiences that their customers want. We continue to grow our partner ecosystem as the market evolves and new technologies emerge, striving to provide multi-business model, multi-market, and multi-industry coverage.

Commitment to Sustainability

Part of 麻豆原创鈥檚 mission is to provide the tools to empower our customers to attain their sustainability objectives. That commitment extends to 麻豆原创 Commerce Cloud, as we offer a recommerce module to embrace new circular business models and help the world reduce retail waste. caters primarily to retailers to help digitally create processes to introduce consumer excess as well as restored, returned, and used products back into the market, creating a circular revenue stream to help drive additional growth.

As we continue our commerce journey, we are working with our customers to help ensure that they can innovate their businesses with speed and pivot when the market demands it. Customers like Roche are able to step into the future with software monetization platforms, powered by integrations with 麻豆原创 Commerce Cloud.

Roche is a leading multinational Swiss healthcare company that provides cancer treatments around the world. To transform the patient journey, Roche adopted digital solutions that can empower people to manage their health better, allow healthcare providers to confidently diagnose and treat diseases, and help healthcare institutions unlock greater efficiency. With 麻豆原创 Commerce Cloud, integrated with 麻豆原创 Subscription Billing and 麻豆原创 Entitlement Management, Roche was able to propel itself into the future by enabling the commercialization of its digital products, removing manual interventions, allowing customers to upgrade or downgrade subscriptions via a self-service portal, and providing product managers the ability to quickly develop, test, and deploy ideas among broad ranges of business models. All this only took Roche four and a half months to go live in three countries and 13 more within the year.

鈥淚f we want to be customer-oriented and efficient, a software monetization platform is a key enabler. It is indispensable for serving, fulfilling, and servicing digital products in a scalable way, laying the foundation for our future business.鈥�

Moritz Hartmann, Global Head of Roche Information Solutions

We invite you to learn more and reach out to see how helps deliver profitable digital commerce growth, from discovery to delivery and beyond. Check out .

Businesses are looking at the transformative power of business AI to help them adapt to rapid market changes, grow customer loyalty and profitability, and get tangible outcomes. Yet, it can be challenging for business leaders to separate the hype from reality and we at 麻豆原创 Customer Experience (CX) remain committed to helping. We showcased customer stories with some of the biggest brands in the world that have transformed their customer experiences using our products. We are riding a wave of momentum, having introduced an impressive 600 new innovations to our customers in the last year.

At 麻豆原创, we take a holistic and integrated approach to customer experience with our composable and scalable solutions. We align people, processes, and technology across the customer journey to help enhance profitability and shareholder value while ensuring an exceptional customer experience. Our solutions are based on the four pillars of and built with the highest standards of trust, privacy, AI ethics, and security. We create a comprehensive and ethical foundation for customer-centric CX with measurable business results.

The four pillars of intelligent CX are:

• Connected by design, seamlessly uniting operational and experience data and processes, helping you deliver delightful holistic experiences that span back and front office while safeguarding your TCO
• Insightful by enabling you to rapidly turn your most critical asset data into proactive and contextual insights that drive real business outcomes 鈥� intelligent CX helps you start on your AI journey today with meaningful generative AI capabilities infused across the entire solution portfolio
• Adaptive by allowing you to experiment with agility through our hybrid composability approach by extending 麻豆原创鈥檚 core capabilities with a plethora of carefully curated, pre-integrated, and certified partner solutions, helping take the guesswork out of these crucial decisions
• Industry-tailored by applying deep industry context, experience, and knowledge of over 25 industries 鈥� coupled with our rich, curated partner ecosystem, 麻豆原创 CX solutions can support end-to-end blueprints that are tailored to the unique needs of your industry and its customers

With these pillars, we have been hard at work bringing innovative features to our customers. Here鈥檚 a closer look at some of them.

Enrich the Customer Experience for Maximized Loyalty and Interaction Value

AI Shopping Assistant

Transform your B2B and B2C storefronts with 麻豆原创’s new AI shopping assistant. This cutting-edge technology can act as a shopper’s personal product expert, uncovering subtle details and complex information often hidden in user manuals or specifications through natural conversation. By engaging with shoppers on your storefront, it helps identify their specific needs and can offer detailed recommendations and insights to make it easy for them to find the right product.

Agility and Experimentation for Enterprise Merchants in 麻豆原创 Commerce Cloud

Enterprise merchants have historically struggled to balance agility and compliance in commerce. These new capabilities can enable them to be more innovative and agile while still experiencing the reliability that they have come to expect from .

Conversational Messaging

Marketing teams can now engage customers with conversational messaging. They can send customized one-way messages, automated responses, and engage in two-way interactions with customers on their preferred chat application.

Rev Up Productivity with AI-Driven Tools

Enterprise Service Management

Organizations can now break down operational silos, curb redundant processes, and automate tasks to serve their internal and external customers in more effective, efficient, and personalized ways.

AI Image Creation

Commerce and marketing teams can now easily create engaging and personalized product images, using natural language to produce new product photos or make seamless edits to existing images, including changing or completely removing backgrounds. As a result, their product visuals can better reflect their brand’s identity, enhance the customer experience, and reduce costs.

AI Expert Recommendations

Sales, service, and commerce teams can quickly find the right subject-matter experts to answer customer queries and concerns. Rather than sifting through e-mails, notes, team messages, and org charts, CX teams can now easily type questions using natural language and receive recommendations on who within their organizations is best equipped to provide insights and answers.

AI Segment and Content Generation

Marketing teams can now easily create, copy, or insert new content from the catalog. Additionally, they can generate simple, understandable descriptions for existing segments or create new segments using natural language prompts.

Grow Profitably with Generative AI Innovation

AI for 麻豆原创 Sales Cloud

Empower your sales team with AI capabilities that can anticipate, automate, and personalize customer experiences.

Predictive Forecasting

Predictive forecasting can give CROs and sales executives a more accurate view of sales performance and revenue forecasting by using AI to predict the likelihood of deals closing across the entire business portfolio.

Predictive Product Recommendation

Predictive product recommendations can empower sales teams with insights into what are the right products to pitch to customers.

AI Account Summary and Lead Booster

AI-based account summary and lead booster insights use both internal and external sources to help provide sales teams with the news, background, and information they need to have informed prospect outreach and ongoing deal management.

AI Order Insights

AI order insights from help surface order information from 麻豆原创 ERP in a highly consumable way in the platform sales teams use every day, so they can be prepared to answer customer questions quickly and efficiently.

Custom Generative AI Tools and Data Sources in 麻豆原创 CX AI Toolkit

Enhance your customer experience with AI customized for your business. Leverage your CX data to create, customize, and deploy secure and trusted AI tools that help generate relevant content aligned with your business needs. Furthermore, integrate your own knowledge base and data sources to power generative answering for sales, service, and commerce teams. Don’t be limited by pre-built solutions 鈥� build AI that reflects your unique customer journey.

The innovations we unveiled at 麻豆原创 Sapphire are a testament to our commitment to drive tangible business outcomes and bring out your best customer experience. These innovations are available now or will be available in H2 2024. In addition, we have many more exciting offerings in the pipeline. Brace yourself for an exciting journey ahead with our next-gen CX solutions and stay tuned for more developments on the horizon!

Find out more about these innovations .

Ritu Bhargava is president and chief product officer for 麻豆原创 Industries and Customer Experience.

WALLDORF 鈥� (NYSE: 麻豆原创) today announced a new composable payment solution to help retailers stay ahead of changing customer expectations. The new solution, 麻豆原创 Commerce Cloud, open payment framework, helps retailers become more agile as new payment options 鈥� such as buy now, pay later 鈥� gain popularity.

The framework integrates 麻豆原创 Commerce Cloud with numerous third-party payment service providers (PSPs), including Stripe, Adyen, Worldpay and Airwallex, based on their specific use case. Additionally, 麻豆原创鈥檚 composable architecture allows retailers to cherry-pick payment partners tailored to their unique needs and international markets, enabling them to build at their own pace, scale their business faster and avoid being confined to a single provider.

鈥淩etailers want to extend more payments options to shoppers and quickly, and 麻豆原创 is leveraging its vast partner ecosystem to fulfill this need,鈥� said Leslie Hand, group vice president, Retail & Financial Insights, IDC. 鈥淲ith 麻豆原创’s deep understanding of retail and commerce and new offering to have a quick connection to the PSPs, retailers can adopt the plug and play framework they need that greatly reduces the complexity of a traditional integration. It鈥檚 great to see 麻豆原创 delivering on its promise to offer composable solutions, so customers can adjust to new market requirements when and where it works best for them.鈥�

麻豆原创 Commerce Cloud鈥檚 seamless and native integration capabilities ensure PSPs can be rapidly adopted, and it reduces complexity by eliminating the need to integrate and deploy extensions to the commerce codebase. The framework is extensible and headless, helping ensure the front end and back end are decoupled and operate independently, creating an opportunity to cater to a wide range of channel requirements and add on new solutions, including prebuilt payment experiences available on 麻豆原创 Commerce Cloud, composable storefront. It also ensures customers have the freedom to pick their preferred payment method, which enhances the checkout experience.

鈥溌槎乖粹�檚 unmatched industry expertise is the foundation of our strategy, as it enables us to deeply understand the complexities of delivering seamless and positive customer experiences that reinforce the brand promise with every interaction,鈥� said Sven Denecken, Senior Vice President and Global Head of Product Marketing for 麻豆原创 Industries & CX. 鈥溌槎乖粹�檚 unique, industry-led approach to composability places the retailer’s digital commerce needs front and center while we work with them to manage their digital transformation, navigate pathways to sustainable growth, and deliver on industry expectations.鈥�

This no-code, low-code framework gives retailers a low-cost, adaptive, and agile payments system that can best fit their business and customer needs. It covers common payment needs and end-to-end payment processes across authorization, capture, refunds, and re-authorization as well as automatic updates with security and compliance standards.

• Example use case: A jewelry retailer that leverages a leading PSP wants to expand its payment options to offer a buy-now, pay-later payment option. They can add the new offering with a few clicks, immediately make the option available while meeting security requirements, and help guarantee an end-to-end payment experience for the customer.

麻豆原创 Commerce Cloud helps deliver profitable digital commerce growth, from discovery to delivery and beyond, and can be implemented with agility across industries such as retail, automotive, consumer products, utilities, and many others globally through its headless and composable offering. The open payment framework for 麻豆原创 Commerce Cloud is in beta and 麻豆原创 customers can join now. It is planned to be generally available in H2 2024.

Read comments from 麻豆原创 partners here.

Visit the . Follow 麻豆原创 at .

Media Contact:
Jillian Baker, +1 (212) 653-9600, jillian.baker@sap.com, ET
麻豆原创 麻豆原创 Room; press@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.听 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 麻豆原创鈥檚 2023 Annual Report on Form 20-F.
漏 2024 麻豆原创 SE. All rights reserved.
麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see for additional trademark information and notices.

Partner Quotes: 麻豆原创 Announces New Commerce Cloud Payment Solution with Partners

WALLDORF 鈥� (NYSE: 麻豆原创) today announced a new composable payment solution to help retailers stay ahead of changing customer expectations.

The new solution, 麻豆原创 Commerce Cloud, open payment framework, helps retailers become more agile as new payment options 鈥� such as buy now, pay later 鈥� gain popularity. The framework also integrates with any third-party Payment Service Provider (PSP), including Stripe, Adyen, Worldpay and Airwallex, based on their specific use case.

麻豆原创 partners are an extension of our business, bringing experience and domain expertise that help retailers innovate, transform, and simplify. 麻豆原创’s payment partner ecosystem is made up of many providers who are solving some of the most critical industry or region-specific business needs to empower shoppers to buy and pay on their own terms.

麻豆原创 partners are important to this initiative. Read the following comments from 麻豆原创 partners, many of which have apps available on the 麻豆原创 Store online marketplace, about their involvement.

Adyen

“Adyen has a strong foundation of servicing customers through our existing 麻豆原创 Commerce Cloud integration, and the open payment framework is the first step of a larger strategic partnership with the goal of enabling digital payments for customers across a larger range of 麻豆原创 solutions. Adyen and 麻豆原创 support some of the world鈥檚 largest enterprise organizations, and this partnership provides a gateway for those companies to easily migrate to a single global payments platform with the flexibility and support that Adyen is known for. Working closely with 麻豆原创, we intend to scale our already considerable payments processing volumes to the next level.鈥�

鈥� Kyle Jenke, VP, Global Head of Partnerships, Adyen

Worldpay

鈥淲orldpay鈥檚 collaboration with 麻豆原创 using the new open payment framework for 麻豆原创 Commerce Cloud aims to revolutionize the way businesses manage their payment processing, offering seamless and secure solutions for our customers around the globe. By combining 麻豆原创’s industry-leading software with Worldpay’s innovative payment technology, we can provide businesses with a comprehensive payment ecosystem that optimizes efficiency, enhances security, and drives growth. We look forward to the exciting opportunities this collaboration around 麻豆原创 Commerce Cloud will bring, and we are committed to continuing to innovate and provide cutting-edge solutions in the payment industry.鈥�

鈥� Maria Prados, SVP, Global Enterprise Go to Market, Worldpay

Airwallex

鈥淭his is an important first partnership between Airwallex and 麻豆原创, as we mutually look to support merchants with their international expansion plans. As one of four official payment service providers added to the 麻豆原创 Commerce Cloud solution, Airwallex鈥檚 global payments and proprietary financial infrastructure will provide merchants with even more choices and payment options that suit their growing customer base. This is the start of a long-term relationship in which we look forward to strengthening our enterprise playbook and further scaling into the Americas and EMEA while supporting 麻豆原创鈥檚 business in APAC.鈥�

鈥� Ravi Adusumilli, EGM, Americas, Airwallex

Media Contact:
Jillian Baker, +1 (212) 653-9600, jillian.baker@sap.com, ET
麻豆原创 麻豆原创 Room; press@sap.com

As longtime partners, 麻豆原创 and Mercedes-Benz have a history of shared knowledge for mutual competitive advantage. The fleet management program is grounded in the companies鈥� similar business philosophies and product road maps. 

Mercedes-Benz has committed to move the company鈥檚 B2B business to 100% digital and plans to sell 25% of all new cars online by 2025. The company selected to help support this mission. It will create a future-proof composable commerce portfolio designed to reliably power the company鈥檚 digital strategy, including a standardized offering across different markets. It will also simplify processes and reduce time-to-market.

Benefits of Digitalized Fleet Management

From the 麻豆原创 employee鈥檚 perspective, ordering a company EV couldn鈥檛 be simpler. Instead of time-consuming manual research and back and forth communication with the car dealer, employees can use to order the EV they want directly from the Mercedes-Benz online catalog. They can choose the features they want, such as car make and model, color, and equipment packages, within 麻豆原创鈥檚 pre-set guidelines.

鈥淭he car configurator automates the EV selection process end-to-end, eliminating manual steps and saving time while providing the employee with a highly personalized experience,鈥� said Steffen Krautwasser, head of 麻豆原创鈥檚 global car fleet. 鈥淎utomating the approval process assures data consistency and eliminates the need for manual quality checks.鈥� 

There鈥檚 a tremendous convenience factor in captured EV data as well. In one pilot program for select EVs in 麻豆原创鈥檚 fleet, the digital twin will automatically track mileage. Drivers will no longer need to manually enter mileage every time they recharge, and 麻豆原创 can use this data to better manage the fleet.

Connected Data Drives Sustainable Business

Once ordered, EVs are tracked as assets in 麻豆原创鈥檚 financial system. After delivery, creates a digital twin that can capture relevant, secure data across the EV鈥檚 lifetime. 麻豆原创鈥檚 fleet management team can track CO2 emissions based on green energy usage, mileage, and the number of vehicles on the road. Krautwasser envisioned reporting this data to support the company鈥檚 global sustainability commitments.

鈥淧erformance data from the EV digital twin can help corporate fleet managers guide employees in choosing the best vehicle for their driving needs,鈥� said Krautwasser. 鈥淥ver time, drivers can better understand travel ranges between charges.鈥� 

Data is expected to help address so-called range anxiety, alerting EV drivers when their vehicle needs a charge and, most important, where to recharge. Mercedes-Benz is investing in charging infrastructure to create an ecosystem that would be integrated with public and private charge point providers in the U.S., China, and Europe.

The partnership also reflects a shared commitment to sustainability. Mercedes-Benz has committed to become carbon neutral by 2038, and transition to 100% electric vehicles by 2030 wherever possible. 麻豆原创 is transitioning the company鈥檚 vehicle fleet for employees in Germany to all EVs by 2025 as part of its corporate commitment to be carbon neutral by 2030.

Omnichannel Is Fastest Path to Customer Love

The digital experience is extremely important for customers who expect convenience and quality. Organizations in many industries have shifted to an omnichannel strategy that offers people their preferred experience, whether online or in-person, building brand loyalty and repeat business.

鈥淲e want to provide a seamless journey for employees as they research, select, purchase, and enjoy their vehicle,鈥� said Krautwasser. 鈥淭he most exciting part of our EV fleet management strategy is how we can use our knowledge to enhance the employee experience. Through data and digital services, we can get closer to our employees and act quickly based on their feedback, making improvements and introducing new offerings that keep us on top of trends and support 麻豆原创鈥檚 sustainability commitment.鈥�

EVs represent a profound business model shift for the entire automotive supply chain as automakers sell direct to customers, provide digital services from vehicle data, and explore new revenue opportunities. It鈥檚 clear that Mercedes-Benz and 麻豆原创 are going the distance for a sustainable and satisfying driving experience.

Susan Galer is a communications director at 麻豆原创. Follow her @smgaler.
Top photo courtesy of 麻豆原创 employee Jude Calvin Parong.

2023 proved time and again that retailers and their software partners know how to rise to the occasion in the face of increasing pressures 鈥� and that they can quickly implement new processes and operations when necessary.

麻豆原创 has worked in the retail space for decades, helping every business across the ecosystem run at its best. Across this shared history, with our industry partners and end customers, our ecosystem has shown repeatedly the organic growth that is possible because of strong relationships.

Here are some prime examples of retail partners serving as innovation and growth multipliers last year:

Coveo鈥檚 innovative artificial intelligence (AI) platform helps deliver real value to customers, solving business challenges as only AI can. For retailers, Coveo for 麻豆原创 Commerce Cloud can assist in finding and recommending products faster to help drive more revenue, optimize campaigns, and power generative experiences. The enterprise-class AI platform can be deployed on top of 麻豆原创 in a secure and highly scalable fashion. The result: intelligent site search, tailored recommendations, generative experiences, and personalized, memorable shopping experiences for all customers.

Mention Me makes it possible to harness word of mouth鈥檚 true power, thanks to the world鈥檚 first Customer Advocacy Intelligence Platform. Powered by advanced AI, the platform enables businesses to identify, nurture, and activate their loyal advocates, building a virtuous cycle of customer love and superior economics so that fans keep coming back for more.

Enterprises can launch digital experiences faster with Contentful, which connects with 麻豆原创 Commerce Cloud to enable commerce projects of any size, both for the Web and for multichannel experiences. Simply put, Contentful can make it easier for retailers to create and manage digital experiences via structured content built for speed, change, and scale. Using one hub 鈥� that integrates with hundreds of tools to help personalize and optimize 鈥� for easy collaboration, businesses can make their content work harder, so they can work smarter.

The Last Mile Delivery Fulfillment Solution from OneRail provides retailers with the ability to instantaneously scale delivery demand. By integrating with 麻豆原创 Commerce Cloud, OneRail鈥檚 offering connects businesses鈥� e-commerce capabilities with nationwide delivery coverage, meaning retailers can have the ability to ship nationwide with complete visibility, all while providing unique, branded customer experiences. In short: efficiency, from dispatch to doorstep.

With Obsess鈥� mobile-optimized enterprise platform, retailers can easily build immersive, 3D, virtual stores proven to increase engagement, conversion, and average order value. By integrating with 麻豆原创 Commerce Cloud, the market-leading experiential shopping platform offering can enable enterprises to approach their customers in a branded, personalized fashion 鈥� and make retail shopping fun and memorable again.

Retailers can drive top-notch in-store customer experiences 鈥� and build customer loyalty 鈥� with the 麻豆原创 Omnichannel Point-of-Sale application by GK. The configurable application helps enterprises deploy the right business processes efficiently at the point-of-sale, working to reduce their total cost of ownership in the process. Flexible, rules-based configuration also means merchandisers can quickly react to changing business needs, ensuring a more memorable and impactful customer journey from end to end.

The OMS+ Cross-Channel Order Management Solution from DataXstream is an integrated offering built for counter, call center, and mobile sales. OMS+ reimagines the user interface to reflect real-life customer engagements and can provide the platform for making 麻豆原创 ERP the foundation of a truly unified commerce strategy. It can also automate time-consuming activities to help ensure your team gets more done in less time, meaning increased sales, reduced costs, and an improved customer experience overall.

The Loyalty Experience Platform from Annex Cloud is built around the idea of organically driving retention and loyalty through every stage of the customer journey. The app offers engaging experiences via incentives at first touch, then as the consumer becomes a prospect, a customer, a repeat customer, and eventually an advocate. Moreover, it guides customer behavior by offering loyalty points for a variety of actions, including purchasing, referring friends, writing reviews, sharing pictures, signing up for newsletters, and more. And it all integrates with 麻豆原创 Commerce Cloud.

Retailers looking to maximize revenue and minimize risk should look no further than the Forter Trust Platform for Digital Commerce. The real-time, automated decision platform helps reduce false declines and chargebacks by up to 90%, increasing approval rates so merchants can expand their business. It underlines fraud prevention strategies, enabling safety and security for your commerce processes so you can focus on the business decisions that truly impact growth and retention.

With Aisera, retailers can truly unleash the power of generative AI and automation by reimagining and revolutionizing their services experience. Aisera AI Customer Service provides instant self-service and autonomous resolutions to customer requests across any channel, offering a virtually unlimited supply of 鈥渁gents鈥� to leading enterprises. Seamless integration with 麻豆原创 can also simplify efforts to help improve customer satisfaction, agent productivity, and support costs, so that retailers can exceed expectations and focus on building their business.

Paradox鈥檚 leading conversational AI recruiting software is helping clients like Nestle and Unilever automate candidate screening processes, text campaigns, 1:1 texting, interview scheduling, mobile-first assessments, onboarding, and more 鈥� all in a mobile experience fully integrated into 麻豆原创 SuccessFactors solutions. In other words, it can help enterprises hire faster and better than ever, building a foundation for consistent and repeatable future success.

Craig Schertler is vice president of Consumer Industries Global Partner Ecosystem at 麻豆原创.

That鈥檚 why innovation in technology, business processes, and how these come together will be key to better business results in 2024 and a sustainable future going forward. Retailers must learn how artificial intelligence (AI), cloud, robotics, the Internet of Things (IoT), virtual and augmented reality, and other tools can assist in strengthening customer loyalty and trust. Because, after all, the primary goal of retailers is to create memorable, repeatable shopping experiences that will satisfy and even delight consumers.

At 麻豆原创, we鈥檙e seeing enterprises pursue that goal every day, using the power of AI-driven business solutions to create strong, lifelong relationships with customers. Whether you鈥檙e designing personalized shopping experiences, improving demand planning, minimizing the cost of returns, or addressing other challenges, 麻豆原创 solutions can help you transform your approach.

Throughout 2023, 麻豆原创 enabled retail and consumer-packaged goods (CPG) leaders to overcome today鈥檚 biggest obstacles 鈥� and position them for a brighter tomorrow. This includes partnerships and success stories with leading brands like Leanin鈥� Tree, , Cangshan Cutlery, HP, , , , , , and .

More specifically, 麻豆原创 has worked with global leaders to help them drive meaningful customer experiences, adopt more sustainable practices, and set their organizations up for great efficiency and innovation.

• : As one of the world鈥檚 leading fashion retailers, the ALDO Group is using 麻豆原创 to help improve customer loyalty and better deliver on consumer expectations. Specifically, the ALDO Group is using 麻豆原创 Commerce Cloud to help improve the customer experience 鈥� from personalizing product selection to building a seamless checkout experience 鈥� and 麻豆原创 Emarsys Customer Engagement, which is helping to increase customer loyalty and retention.
• : Schwarz IT is the technology partner and central service provider for the Schwarz Group, one of the leading retail groups around the world. Kaufland, a company of Schwarz Group, operates grocery stores in Europe, offering a wide selection of high-quality foods and everyday items at the best price. Customer satisfaction, sustainable action, and the reduction of food waste play important roles for Kaufland. To further improve demand and replenishment planning, Schwarz IT and Kaufland decided together to implement an innovative, self-learning solution with artificial intelligence capabilities.
• Swarovski: As one of the world鈥檚 premier jewelry and accessories brands, offering high-quality experiences that draw on its long heritage in luxury is key for Swarovski. In the latest step of its 40-year partnership with 麻豆原创, Swarovski will be leveraging RISE with 麻豆原创 and 麻豆原创 Commerce Cloud, among other solutions. Taken together, 麻豆原创 can help Swarovski further customer loyalty as well as create unique customer experiences, all while having a future-proof digital core with the flexibility and security to support continuous innovation.
• : 贬耻苍办别尘枚濒濒别谤, Europe鈥檚 fastest growing lingerie brand, will be using 麻豆原创 to further offer customers personalized experiences and help keep up with the strong demand for its products. Moving to 麻豆原创 S/4HANA Cloud Public Edition marks the first major step for 贬耻苍办别尘枚濒濒别谤 in its digital transformation journey. Through its future implementation of 麻豆原创 S/4HANA for fashion and vertical business, a version of 麻豆原创 S/4HANA optimized for the fashion industry, 贬耻苍办别尘枚濒濒别谤 can manage its business from design to wholesale and retail all on one platform. This helps 贬耻苍办别尘枚濒濒别谤 deliver collections faster on all channels, optimize inventory and cost, and increase margins.
• Chow Tai Fook: Chow Tai Fook Jewellery Group (Chow Tai Fook), the renowned jewelry retailer headquartered in Hong Kong that has an extensive retail network in China, Japan, Korea, Southeast Asia, the U.S., and Canada, has adopted 麻豆原创 SuccessFactors solutions to help accelerate its human resources digital transformation. Leveraging 麻豆原创 SuccessFactors Employee Central and 麻豆原创 SuccessFactors Recruiting, Chow Tai Fook is aiming to streamline core HR processes, optimize recruitment, and enhance employee experience and the productivity of its workforce, thereby driving sustainable business growth and an ability to meet future development needs.
• : Blue Diamond Growers is a grower-owned cooperative representing approximately 3,000 of California鈥檚 almond growers. It is also the world鈥檚 leading almond marketer and processor. Through its use of 麻豆原创, including, among other solutions, 麻豆原创 S/4HANA and 麻豆原创 Integrated Business Planning for Supply Chain, Blue Diamond has been able to improve its supply chain, on-time delivery rate, inventory management, and demand forecasting. Taken together, it allows this century-old agricultural cooperative and global consumer-packaged goods company to provide the best value and experience to its growers and customers.
• : For almost two decades, e.l.f. Beauty has been producing premium quality cosmetics and skin care that鈥檚 clean, cruelty free, vegan, and Fair Trade Certified at an extraordinary value. To modernize its backend and help meet customer demand, e.l.f. will be using 麻豆原创. Through solutions such as RISE with 麻豆原创, 麻豆原创 Analytics Cloud, and 麻豆原创 Integrated Business Planning for Supply Chain, not only does e.l.f. expect to improve demand forecasting but also further enhance its customer experience.

Success in retail requires clarity and conviction around business planning and digital adoption. Businesses can grow intelligently and take control of their future, bringing together rich enterprise data and AI-embedded applications to empower everyone in the organization.

to see what advancements we have planned for enterprises this year and learn how our retail-focused solutions can unlock the power of AI for your business. with us today.

Matt Laukaitis is EVP and Global GM for 麻豆原创 Consumer Industries.

How can I increase sales without raising overhead? How can I create year-round stability for sourcing, inventory, restocking, and order management? And how can I build better omnichannel brand connections in a competitive market where听?

Yet, with AI-enabled advances opening a world of possibilities for operational efficiencies and hyper-personalized, real-time, omnichannel customer experiences, the future of retail is anything but bleak!听

AI is set to level up the retail landscape. Retailers that embrace AI will be the first to achieve higher sales and better brand connections — now and in the future. Much of this adoption will be driven by the need to resonate with savvy consumers who want to buy from brands that share their values and offer experiences that blend seamlessly into their online and IRL (“in real life”) lifestyles.

The strategic use of AI — infused with operational, customer, and third-party data — can help retailers deliver experiences that genuinely emanate from and fit snugly into their customers鈥� everyday lifestyles.听听

At 麻豆原创, we use business AI to help companies optimize business processes, drive profitability, and boost customer loyalty. How can AI help retailers accomplish all that? Here are a few challenges we鈥檒l helping retailers solve at听.听听

Driving Profitability with AI-Powered Operations听

It goes without saying: If the customer can鈥檛 find the right product, there is no sale. Poor product discovery can result from the complexity of managing product catalogs, which leads to inaccuracies, poor recommendations, and reduced conversion rates. Inconsistent product tagging and inaccurate descriptions, which are often handled manually by key account or merchandising managers, can ensure products are hidden beyond customers鈥� reach.听听

AI can alleviate these headaches and streamline product catalog management, improving product data accuracy and delivering a more personalized shopping experience to boot. The 麻豆原创 CX AI Toolkit is a single generative AI layer powered by data from across 麻豆原创 products. Built on proprietary AI models and fine-tuned large language models (LLMs), it surfaces in e-commerce features in 麻豆原创 Commerce Cloud. The toolkit renders catalog management challenges painless with:听

• AI Product Tagging: The 麻豆原创 CX AI Toolkit analyzes catalog images and text to tag products within a catalog automatically. The tagging system ensures that each product is appropriately categorized and labeled, reducing errors and inconsistencies.听
• AI Product Descriptions: The toolkit leverages AI to generate personalized and compelling product descriptions. By analyzing product attributes, it can automatically create product descriptions that resonate with customers and provide the details for more informed purchasing decisions, enhancing customer experience and increasing sales.听
• Bulk Editing: Bulk editing of product tags and descriptions allows the quick and efficient update of large catalogs, ensuring that customers are presented with relevant and complementary products. Automating these time-consuming tasks frees catalog managers for higher-value work.听

Optimizing Operations with AI-Informed Logistics 

Getting products to customers necessitates having the right products in the right amounts at the right time. Issues like cost-to-ship, delivery timelines, pick-and-pack expenses, and capacity management can turn into perennial roadblocks that lower efficiency for inventory and sourcing management. Big challenges include consistently managing stock levels for cost efficiency, simulating sourcing strategies for sustainability and margin improvement, and delivering the best solutions to enhance customer satisfaction.

One example of this difficult balancing act is the need for retailers to optimize the return process while proactively managing orders.听听

AI can play an invaluable role in efficiently managing inventory and sourcing by tailoring sourcing strategies. In 麻豆原创 Order Management Services, AI is integrated to do just that, using key performance indicators (KPIs) such as cost-to-ship, delivery timelines, and pick-and-pack expenses. With target value, significance weight, and optional constraint for each KPI, retailers can uncover the most effective sourcing strategy and simulate single orders based on these strategies.听听

Beyond inventory and sourcing, AI can improve predictive order management and streamline the return process, enhancing overall efficiency and customer satisfaction. 

Meanwhile, the proliferation of channels makes mastering omnichannel advertising and sales a daunting challenge, but if retailers are not advertising where customers are, there鈥檚 no chance of making a brand connection. Fortunately, retailers can increase their omnichannel excellence with targeted ad solutions such as TikTok and LinkedIn integrations for digital ads听from 麻豆原创 Emarsys Customer Engagement.

However strong your omnichannel game is, the opportunity to strengthen brand loyalty and drive repeat purchases drops severely when distribution problems prevent timely delivery. If, for example, a customer cannot get听those听specific shoes from their “For You Page” (FYP) in time for a big event, there will be no sale.听听

For distribution centers, balancing conflict goals such as reducing logistic costs and managing supply chain constraints and supplier restrictions can make achieving efficient fulfillment with optimal order quantities and minimal manual intervention feel out of reach. Enter the power of AI to solve complex constraints at multiple levels and ensure retailers can get products to customers with sustainable business practices and high profit margins. 

AI-infused 麻豆原创 Predictive Replenishment enhances distribution center ordering by automating and optimizing order quantities. This includes analyzing demands from all channels, supply chain constraints, and business goals to determine the most cost-effective order quantities. The solution consumes machine learning-based demand forecasts of related 麻豆原创 solutions. These AI capabilities help manage demand volatility and are integrated with existing 麻豆原创 solutions for improved fulfillment efficiency. 麻豆原创 Predictive Replenishment integrates with industry cloud solutions such as 麻豆原创 Order and Delivery Scheduling, the future 麻豆原创 Predictive Demand Planning, and 麻豆原创 S/4HANA.

Boosting Loyalty with Sustainable, AI-Infused Recommerce听听

Increasingly, consumers are seeking to minimize their environmental impact and connect with conscientious brands. The need to build this brand awareness and consumer goodwill has many retailers looking to recommerce as a new business model that drives revenue and customer loyalty.

With recommerce, consumers can quickly and easily connect the dots between buying secondhand products from brands and saving money, reducing waste, and improving their overall carbon footprint. Trade-in programs that allow consumers to return their used goods in exchange for incentives also enable retailers to create closer, long-term customer relationships.听听

Such a unique opportunity, of course, comes with challenges. How do you ensure used products are inspected, matched to catalog items, cleaned, repaired, and priced based on their condition? What about the potential necessity of manual data entry to capture the details of unique items, which can introduce errors? Crucially, how can you increase sales and reduce overhead costs while running a recommerce business?听听

In some ways, these are challenges reminiscent of a typical supply chain process and its challenges that business AI from 麻豆原创 is uniquely qualified to solve thanks to 麻豆原创 Recommerce. For this reason, 麻豆原创 Recommerce will be embedding AI across the solution, enabling retailers to run an intelligent and sustainable business that increases profitability, enhances brand value, attracts new customers, and promotes more sustainable consumption.听听

At NRF 2024, 麻豆原创 will show how AI is becoming the competitive edge retailers need to grow intelligently. AI-driven insights for more efficient omnichannel fulfillment decisions, optimized assortments, personalized recommendations, and resilient and sustainable supply chains will empower organizations that adopt AI to make the right decisions and seamlessly scale.

I鈥檓 proud to say that 麻豆原创 has been offering AI-infused capabilities for years, with more industry-leading innovation on the way.听

, where we鈥檒l be sharing how embracing relevant, reliable, and responsible AI helps businesses look toward the future with confidence.听

Ritu Bhargava is president and chief product officer of Industries and Customer Experience at 麻豆原创.

Through Cyber Week, customers achieved over a 35% year-over-year (YoY) increase in the number of orders processed, an astounding amount of $110 million in peak gross merchandising value (GMV) per minute, and a 9.3% YoY increase in overall site traffic. Essential for driving site traffic and increasing conversions is customer engagement, and on Cyber Weekend, supported customers with a nine percent YoY increase of overall send volume across all channels. What鈥檚 more, 麻豆原创 Commerce Cloud customers achieved a 5.04% higher conversion rate versus 2022, and retailers saw a 5.2% higher conversion rate during Cyber Week.

This success was possible due to the reliability, scalability, and intelligence of for individually curated shopping journeys across the globe.

But at 麻豆原创, it is not just about the numbers. Deriving insights from data is at the heart of 麻豆原创 and the start to the holiday shopping season provided a treasure trove of learnings and understanding about how people are shopping and how retailers can optimize their experiences.

By serving some of the largest brands in the world through this holiday season, here is what we learned.

Insight One: The Definition of 鈥淗oliday Season鈥� Is Expanding

Traditionally, Black Friday is considered as a starting point for the holiday shopping season. However, recent research has revealed the holiday shopping is starting sooner and extending over the course of several weeks.

According to , an 麻豆原创 commerce media partner,  the longest path to purchase during the holidays is . This includes Singles Day, originated in China, on November 11 and El Buen Fin, Mexico鈥檚 version of Cyber Weekend from November 17 to November 20.

In 2023, 麻豆原创 Emarsys Customer Engagement saw a spike on Singles Day, nearly surpassing 1 billion customer engagements — for example, email, SMS, mobile push, and web push — two weeks ahead of Black Friday. This figure was then eclipsed not once but twice during El Buen Fin, which saw overall an approximate 30% YoY increase in messages delivered.

When looking at just email growth during this season, the growth of volume for the entire month of November was nearly twice what it was for Cyber Weekend. This not only underscores that holiday shopping is starting earlier, but how brands are scaling up sooner and avoiding sharp peaks, which is a win for deliverability too.

Newly emerging celebrations and extended shopping seasons also mean a higher and longer strain on e-commerce sites. However, 麻豆原创 Commerce Cloud prepared the customers to combat this challenge during these peak sales times leading up to Cyber Week, and delivered 100% uptime. In fact, customers that ran holiday sales events during El Buen Fin achieved 112% growth in conversion rate, with 10% higher traffic volume compared to the regular daily average of 2023.

Insight Two: Email Still Reigns, But Omnichannel Engagement Is Rapidly Growing

While overall 2023 holiday sales are expected to , online sales are expected to double and . More digitally advanced customer journeys and increasingly tech-savvy buyers present an exciting opportunity for businesses to engage with shoppers more often and on their preferred channels.

Aiming to capitalize on this opportunity and remain top of mind with shoppers, 麻豆原创 Emarsys customers sent a record number of omnichannel messages, resulting in a nine percent YoY increase in customer engagements from 2022. Email remained the top promotional channel in terms of volume and saw a respectable 10% YoY increase.

In addition to email, brands are also now investing heavily in omnichannel engagement strategies to meet customers where they prefer to shop. Mobile messages like SMS (35% YoY increase) and in-app (15% YoY increase) were utilized effectively alongside email, as were Web channel engagements, like Web push, which saw a whopping 74% increase in usage in 2023.

Insight Three: Personalization Proves Less is More

It is important to acknowledge that success does not equate to the quantity of messages, but also the quality. Bucking the notion that more is simply better, marketers using 麻豆原创 Emarsys increased utilization of data-driven segmentation by 20% compared to Cyber Weekend 2022, enabling more targeted offers and personalized messages. While conversion rates would naturally be expected to dip given the extra volume, this targeted and personalized approach contributed to minimal or no change compared to baseline conversion rates during a typical weekend.

Similarly, AI-powered product recommendations, delivered across channels, and also helped consumers find the right product or best deal  among the seemingly limitless choices — with confidence and ease. 

With consumers shopping for an extended period on more channels, brands have both an obligation to meet them where they are in their journey and an opportunity to earn their business and loyalty by investing in data-driven, omnichannel strategies that better match them with personalized offers on the items they wish to buy.

Insight Four: B2B Shoppers Share the Holiday Fever During Cyber Week

Black Friday is usually seen as an influential opportunity to create a revenue boost for retailers. However, 麻豆原创 has the privilege of working with many B2B commerce companies in addition to a large number of retailers.

According to our data, other industries outside of retail also experience the benefits of Black Friday and Cyber Monday pushes. While the retail industry had the highest volume of orders, consumer products and wholesale distribution came in close behind. Additionally, the chemicals industry saw a huge spike in AOV over the weekend and achieved a GMV increase of 51% YoY, while life sciences industry saw more than 120% YoY GMV growth.

These data points indicate that Cyber Week trends are no longer limited to retailers, as various industries now achieve bigger sales volume and revenue during this period. Moving forward, organizations across all industries must put their best foot forward during Cyber Weekend activities to support profitable growth.

Insight Five: Black Friday Isn鈥檛 Just About the U.S. Thanksgiving Holiday Anymore

The data from 麻豆原创 Commerce Cloud also reflects the globalization trend. While North America led the biggest GMV number on Black Friday, the Europe, Middle East, and Africa (EMEA) region is comparable. In fact, the highest number of orders, about 800,000, was placed in EMEA. Additionally, the Asia Pacific and Japan (APJ) region on Cyber Monday achieved over 130% growth in conversion rate compared to last year.

麻豆原创 Emarsys customers were also ready to leverage this trend and engage with customers around the world. On Cyber Monday, total send volumes saw significant YoY increases in multiple regions: by 20% in EMEA, over 27% in Middle and Eastern Europe (MEE), and over 15% in Asia.

The data also highlighted differences in how consumers shop and buy in different regions. Unsurprisingly email continued to be the most used channel across the board, though EMEA proved to be the only region, outside of the Americas, that saw high growth in email volume year-on-year with a 13% increase.

The MEE region saw a slight decrease in the use of email (-12% YoY) in favor of SMS, mobile push, and in-app messages. In APJ, where a mobile-first mindset is often the norm, usage of in-app (58% YoY growth) and mobile push (176% YoY growth) went up significantly compared to email growth (two percent YoY). Even in EMEA, SMS (53% YoY growth) and in-app (388% YoY growth) mobile messages outpaced email growth, underscoring the importance of an omnichannel strategy.

This data illustrates the global influence of Black Friday, what used to be considered an U.S.-specific sales event. For businesses across the globe, it is crucial to recognize this shift and consider customer behaviors, so they can adapt and evolve their commerce and channel engagement strategies to gain customer loyalty and boost profitability.

Next Step

As market trends evolve, organizations must proactively adopt strategies for profitable and sustainable growth. With the right blend of modern technologies, agile business processes, and customer centric strategies, businesses significantly benefit from extended shopping season, through personalized omnichannel engagements, increased conversions, and lifelong customer loyalty. 

Moreover, with the right choice of cloud technologies, organizations can remain secure and compliant, while delivering reliable, scalable, and personalized experiences that are optimized for their industries.

To learn more about how 麻豆原创 Customer Experience solutions can help, please .

Balaji Balasubramanian is senior vice president and global head of Commerce and Industry Cloud at 麻豆原创.

*All data presented here is approximate and is based on various assumptions. All data is unaudited and is subject to adjustment. All financial figures are in USD. Data represents online and offline sales made by 麻豆原创 global merchants.

With over 60,000 products that can be shipped directly to any location, this once garage-based business is now a successful enterprise with seven distribution and pickup locations and over 100 employees across the United States. Online Metals offers raw materials like alloy steel, brass, copper, nickel, titanium, and zinc cut-to-size or in small and medium quantities and various shapes. Customers span the creative genius of private individuals like artists and engineers to multinational corporations and government agencies.

Online Metals is a company that is truly obsessed with customer experience. Its north star is the notion that 鈥渢he last thing you do is the first thing the customer sees. So, let鈥檚 do it right!鈥�

Powering Industry Disruption 

Online Metals has already established itself as a digital powerhouse. It is now making even bigger waves by trailblazing the way it goes to market and engages with its customers. Fueled by its desire to continuously improve, Online Metals invested in 麻豆原创 Commerce Cloud with marketplace solution provider Mirakl in order to deliver its most recent innovation: the first-of-its-kind metals and plastics catalog marketplace. The online catalog marketplace has opened the door for new sales channels and raw material manufacturers to sell their products directly via the Online Metals e-commerce platform.

From an industry perspective, the 麻豆原创-powered digital platform has empowered Online Metals to expand into disruptive new models within the metals industry. More specifically, it has enabled the team to sell products that have been traditionally non-transparent with pricing and also difficult to order in small quantities. As a result, the team can now support a growing number of micro-manufacturers throughout the U.S. that rely on a just-in-time, small-quantity metal supplier.

鈥淭he 麻豆原创-licensed version of Mirakl we used allows us to quickly onboard new sellers who want to reach the millions of metal buyers Online Metals reaches. We take care to only bring on the best sellers who provide the products our metal buyers want,鈥� said Gregory Raece, president of Online Metals. 鈥淚n fact, so great was the demand to sell on Online Metals that Mirakl even awarded us a 鈥楩ast Start鈥� award at their Mirakl B2B Summit in Chicago this April.鈥� 

The addition of the metal catalog marketplace has enabled the Online Metals team to better serve its customers. Sellers like have already seen the benefits of using the new sales channels. 

鈥淭he Mirakl team is beyond excited to be at the heart of this first-of-its-kind marketplace pioneering the digital transformation in metals and plastics supplies,” said Marc Teuli猫res, general manager B2B, Mirakl. “By pairing the Mirakl suite of solutions with a remarkable vision for digital transformation, Online Metals has created a win-win-win: buyers can find the precise products they need, suppliers are uncovering new sales opportunities, and the business is on a path to streamlined growth.”

Driving Continuous Innovation 

Every expanding business encounters obstacles in its growth journey. But with 麻豆原创 technology, Online Metals has been able to support its unique business models, developing an excellent technical footprint that empowers its customers, enables flexibility and innovation, and showcases what truly matters: its distinctive and quality customer service and products.

Hear more customer stories at the .

For more information on how 麻豆原创 Commerce Cloud can transform the way your business engages with its customers, visit the .  

Geert Leeman is chief revenue officer for 麻豆原创 Customer Experience.

Furthermore, the Gartner Critical Capabilities for Digital Commerce report, which assessed 19 vendors, ranked 麻豆原创 first in three out of five use cases 鈥� B2B Digital Commerce, B2B and B2C on the Same Platform and Complex Business Models 鈥� as well as third in B2C Digital Commerce.

鈥淭his is the ninth time in a row 麻豆原创 has been rated a leader by Gartner, with 麻豆原创 being the only vendor to have consistently remained a leader in the Gartner Digital Commerce Magic Quadrant since 2014,鈥� said Sven Denecken, Chief Marketing and Solutions Officer, Industries & Customer Experience, 麻豆原创 SE. 鈥淲e believe that this recognition is further confirmation that 麻豆原创鈥檚 differentiated intelligent CX solutions consistently provide tangible value to our customers across the globe by bringing together and unlocking the value of disparate data siloes from across the enterprise. Whether consumers are buying or subscribing, or they already own or use a product or service, 麻豆原创 provides its customers with solutions that align to every touch point of the consumer journey, from finance to supply chain to commerce, and delivers amazing customer experiences every time.鈥�

As customer expectations rise and digital commerce growth contributes to a greater percentage of overall sales, organizations must focus on generating ongoing profitable growth and adopt a commerce platform that helps deliver bottom-line results. The 麻豆原创 Commerce Cloud solution helps deliver profitable digital commerce growth, from discovery to delivery and beyond, and can be implemented with agility across industries and geographies via its headless and composable offering.

鈥淟evi鈥檚 adopted 麻豆原创 Commerce Cloud as a backbone for our direct-to-consumer business, as well as our wholesale and stores OMNI businesses,鈥� said Levi Strauss & Co. 鈥淲e鈥檝e seen solid results, including our best holiday season ever from a platform stability perspective, as well as achieving zero downtime on feature releases. We continue to evolve the platforms in conjunction with the recommendations from the 麻豆原创 architecture team.鈥�

Digital commerce software from 麻豆原创 is part of the portfolio. It goes beyond traditional CRM solutions by taking an industry-first approach to accelerate value to customers by enabling end-to-end, integrated business processes. The software brings together customer, experiential and operational data as well as AI and machine learning.

鈥淎t Levi鈥檚, we handle our core customer data and have an internal customer data platform,鈥� said Levi Strauss & Co. 鈥淲ith 麻豆原创 Commerce Cloud, we are looking forward to maximizing the usage of that data to understand our customer preferences, sizes, past purchases, trends and potential future purchase behaviors and reach them everywhere in unique ways. We aim to deliver a frictionless experience with rich data and personalization at every point of engagement.鈥�

Additional customers of 麻豆原创 Commerce Cloud include , , , , , D. Swarovski KG, and more.

To find out more, download a , including the in-depth Gartner analysis of the digital commerce landscape.

Visit the . Follow 麻豆原创 at .

Media Contact:
Jillian Baker, +1 (516) 554-4450, jillian.baker@sap.com, ET
麻豆原创 麻豆原创 Room; press@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 麻豆原创鈥檚 2021 Annual Report on Form 20-F.
漏 2023 麻豆原创 SE. All rights reserved.
麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see for additional trademark information and notices.

Through for 麻豆原创 Commerce Cloud, expanded edition, 麻豆原创 customers can now partner with 麻豆原创 and seize this new commerce wave with designated experts who provide access to specialized resources and enhanced services. This offering allows 麻豆原创 Commerce Cloud solution customers to create an agile, composable commerce system that fulfills their current and aspirational business goals — all while driving continuous improvement.

A Guided Approach for Commerce Transformation

By partnering with the right technology and business process experts, companies can rightsize their commerce vision and accelerate their move forward with steps that transform the customer experience faster and more efficiently. 麻豆原创 Preferred Success for 麻豆原创 Commerce Cloud, expanded edition delivers on this challenge with exceptional support from knowledgeable 麻豆原创 experts throughout the lifetime of the solution.

Without processing another statement of work, 麻豆原创 customers can realize significant value from implementation to go-live and active operation of their solution. Advantages include protecting commerce, organizational data, and applications while enabling continuous knowledge transfers to enhance technical upskilling and elevate awareness and outcomes of relevant software updates.

Enhanced services — such as prescriptive solution and application reviews — turn the implementation and use of 麻豆原创 Commerce Cloud into a more impactful, dynamic, and flexible tool for meeting current and future commerce expectations.

The expanded edition builds on prescriptive guidance on solution design, remote activation enablement, and pre-go-live quality review capabilities included in the existing 麻豆原创 Preferred Success service. It also supports adoption optimization and risk mitigation, allowing organizations to evolve their commerce experience using 麻豆原创 expertise to guide the commerce transformation.

Access to Expertise

Designated functional and technical resources work with customers to make sure they are getting the most out of 麻豆原创 Commerce Cloud. The 麻豆原创 expert provides deep technical and product-based knowledge to accelerate strategic outcomes and maximize solution adoption and consumption.

For commerce organizations and their stakeholders, this experience allows customers to acquire functional and technical knowledge and receive answers to queries related to standard integration with other 麻豆原创 solutions and critical implementation difficulties.

Solution Reviews

Customers also have a distinct chance to collaborate with subject-matter experts as part of the prescriptive reviews. This advantage gives our customers鈥� stakeholders recommendations and advice on changes that can help mitigate or resolve business challenges, improve the commerce experience, and proactively reduce bottlenecks.

In addition, this service offers stakeholders better ways to navigate strategies for simplifying and optimizing operations, reducing administrative work, boosting process efficiency, and extending transparency to user adoption and system stability.

Application Review

Customers can bring their organization together to dive deep into their commerce and business needs with the assistance of a remote, one-on-one workshop.

In this setting, they can see how their business has evolved and discuss a road map for evolving process, employee, customer, and business needs. Furthermore, they learn about opportunities for augmenting the solution with new functionalities and consider process improvements through transparent KPI analysis of the digital investment.

New Feature Activation

麻豆原创 Preferred Success for 麻豆原创 Commerce Cloud, expanded edition also assesses and enables the impact of new features, configurations, and simple customizations added to 麻豆原创 Commerce Cloud.

This service matches business needs to updates that offer better value to current goals and challenges defined during a success check or business application review. 麻豆原创 experts evaluate the potential benefits and risks of the new addition and pinpoint system changes needed to activate and test the update to measure business outcomes.

The Right Partner Matters When Winning the Digital Marketplace

The right technology partners can help organizations scale expectations and accelerate transformation — this is undoubtedly true for commerce too. 麻豆原创 Preferred Success for 麻豆原创 Commerce Cloud, expanded edition fills that role by providing the forward-looking analysis, prescriptive guidance, and personalized assistance businesses need to unlock their potential in an always-on marketplace.

Ready to amplify the impact of your digital commerce experience? or contact your local 麻豆原创 representative to learn more about 麻豆原创 Preferred Success for 麻豆原创 Commerce Cloud, expanded edition.

Amitesh Tiwari is solution manager for the Chief Innovation Office of Cloud Success Services at 麻豆原创.

Swarovski says it wants to offer high-quality experiences that draw on the its long heritage in luxury. Particularly, the company wants to make its presence felt in the top cities of this world. After all, that is where trends are created and culture is shaped.

Swarovski is due to open a new flagship store on New York鈥檚 Fifth Avenue this year, and with U.S. model Bella Hadid as the current brand ambassador and rapper Doja Cat, Swarovski is very much a part of the cultural conversation. Swarovski wants to enchant customers with unique savoir-faire in creativity, craftsmanship, and quality, which have been perfected in the company’s 128-year history.

Digital as a Key Resource for LUXignite

Digital plays a key role in the implementation of the new LUXignite strategy. Innovation has been in the company’s DNA since it was founded by Daniel Swarovski in 1895. Dr. Lea Sonderegger is responsible for the digital heart of Swarovski today. She started making money programming Web sites while still in school 鈭� back then in the Plain Text Editor. Sonderegger has been with Swarovski for 13 years and has held several leading global positions in digital new business development and e-commerce.

Sonderegger first suggested opening a mobile store at Swarovski in 2010. At the time, however, her ideas were met with skepticism. “Today, 70% of visits come via mobile devices, 70% of digital sales are mobile, and in China it’s almost 100%. That was not considered possible at the time,” she comments.

Since early 2022, Sonderegger holds the title of chief digital officer/chief information officer (CDO/CIO) and, as a member of the international Executive Committee, she is responsible for the global digital business, global IT, and data and analytics.

New Way of Leading and Teamwork

“Today, we live in a time of digital Darwinism,” she says. “A time when technology and society are evolving faster than companies are able to adapt.鈥� As a result, she says, it is crucial to respond quickly, strategically, and pragmatically to innovations. 鈥淭he new era also requires a new kind of leadership and teamwork,鈥� she adds.

In her CDO/CIO role, it is important to Sonderegger that IT no longer thinks in terms of modules and software solutions as it used to, but in terms of creating value. “IT is no longer just an enabler, and technology no longer a pure means to an end. IT must optimally support the core company processes 鈥� create, make, and sell 鈥� and generate value itself. Only in this way can digital become a competitive advantage,” says Sonderegger.

At Swarovski, the digital leaders plan their strategies together with the functional heads. “So that we all row in the same direction,” says Sonderegger. After all, the technologies are only as good as the people behind them. That is why their ability to use data and technologies to create value 鈥� the human “digital dexterity” 鈥� is a pivotal pillar of Swarovski’s digital strategy.

“Entrepreneurial thinking in every little action is the key to success,” Sonderegger claims. The fact that she is also responsible for the profit and loss of the global e-commerce business in her CDO/CIO role ignites the digital transformation strategy with entrepreneurial spirit.

40 Years of Partnership with 麻豆原创

Swarovski has embarked on the path of cloud transformation to remain competitive. In doing so, Sonderegger is building on a long-standing relationship with 麻豆原创. In fact, the family-owned company from Wattens in Tyrol, Austria still has an old contract it signed with 麻豆原创 40 years ago. “The signature of 麻豆原创 Founder Hasso Plattner is under the contract,” says Sonderegger. At that time, Swarovski bought “RF – Real-Time Financial Accounting.” It was the beginning of a long and successful partnership.

“This journey, which began 40 years ago, connects us,” says Sonderegger. In the next chapter, 麻豆原创 will work with the heritage brand on the next stage of its digital transformation, supporting its global expansion and diversification with technological innovation in terms of products and customer experience.

To achieve this goal, Swarovski chose and . “We want to move our entire 麻豆原创 software-based digital backbone and e-commerce landscape to the cloud,” says Sonderegger. Figures that illustrate the scope of the RISE with 麻豆原创 project include 15 terabytes of productive systems and 17 system landscapes including e-commerce.

“The strategic partnership with 麻豆原创 is fully aligned with Swarovski’s LUXignite strategy. We need a scalable platform to develop and operate competitive business processes,” says Sonderegger.

Technical Innovation as a Competitive Advantage

RISE with 麻豆原创 offers Swarovski the future-proof digital basis for the implementation of its own cloud strategy and the flexible and secure support of innovations in the cloud. “With our cloud transformation, we are able to not only support the LUXignite strategy; we are also able to increase our efficiency, reduce costs, and become much more flexible through the model agreed with 麻豆原创,” says Sonderegger.

麻豆原创 Commerce Cloud will also help support unique customer experiences across all channels. This is because omnichannel sales are important for Swarovski. Many customers shop online but pick up their purchases in the store or use the “endless aisle.” This way, customers have the option to buy in store what is not available on-site. Ordered immediately online, the products are delivered to the customer’s home in few days.

“We want to bring the latest customer experiences and features through the cloud. Because our customers are our queens, we must ensure they receive the best possible service,” says Sonderegger. “Their experience with the brand and the products must be perfect in all respects. For this, we need the right technology and, of course, the right people behind it 鈥� people who understand how to create value for our customers and our company.”

Photo courtesy of Swarovski

Interconnection is the first aspect of the intelligent 麻豆原创 Customer Experience (麻豆原创 CX) portfolio, bringing operational and contextual data to the individual engagement.

In a changing world, both customers and utilities are forced to adapt:

• The customer has unprecedented access to smart devices
• Energy and water providers are asking consumers for usage flexibility and conservation
• Programs are available and mandated to support home and business owners with decarbonization investments
• The utility is deeply involved in distributed electric generation, energy storage, and decarbonization

Staying connected constantly with customers is a critical factor for succeeding in the energy transition.

Globally, utilities have been driven to expand and shift, and there is no end in sight. While energy and water suppliers must embrace sustainability goals, the industry is developing new business models. Utilities are becoming retailers for commodity and non-commodity offerings. To their consumers, the utility is a trusted partner and welcome advisor when investing in home energy and storage or electric transportation, or simply subscribing to bundled home service offerings for energy, water, telecommunication, transportation, and other services.

This means that a utility company faces what seems to be contradicting goals: optimizing classic customer operations for stable and reliable energy and water supply, while at the same time innovating the customer experience with speed.

To meet these two important goals — optimize and innovate — companies are specifically demanding better customer solutions.

On the one hand, customer service must maintain, if not improve, customer satisfaction while lowering cost-to-serve. Automation of manual tasks, digital channels, and process excellence are key. On the other hand, innovating customer experience can be tricky for a utility. Traditionally, especially in regulated markets, the energy and water supplier did not need to focus on nurturing customer relations and growing a market share. Time-to-market, digital storefronts, and third-party collaboration can be challenging for the classic utilities culture. Consumer technology has grown rapidly. People now come with smart devices and expectations, and are used to seamless shopping experiences.

To be competitive, utilities must learn and adopt best practices from other industries, including retail, electronics, and automotive. Introducing new products and services requires a state-of-the-art marketing and sales execution setup.

Customers expect individual — and respectful — communications and offerings. Insight is the next aspect in the 麻豆原创 Customer Experience portfolio, with timely, meaningful, and predictive data to anticipate, support, and optimize customer interactions. A best-of-suite business solution with end-to-end process for lead to cash and service request to resolve enables both, optimizing the back office and innovating the front office.

“Our utilities customers have the goal to build customer intimacy and involve their respective end customers in the energy transition journey, including them becoming energy generators and contributors to the grid as well,” says Daniela Sellmann, global vice president and head of the at 麻豆原创. “This can only be achieved if the front and back office come together to get a 360-degree view of the end customers. That is why we strategically invest in our customer experience solution for utilities.”

麻豆原创 is unmatched in combining enterprise resource planning (ERP) with CX solutions in the industry context. CX includes several applications, connecting service, sales, marketing, e-commerce, and customer data on a solid and flexible platform. 麻豆原创鈥檚 continued focus on delivering and innovating industry-tailored CX solutions is visible both in the current product portfolio and road maps.

With the , launched in 2022, utilities customer service teams in the office, on the road, and at home can easily connect to their customers. A redesigned agent desktop runs at greater speed, scalability, and availability. The extends 麻豆原创 Service Cloud with native integration to meter to cash in the 麻豆原创 for Utilities portfolio, the core of energy and water back-office processes.

麻豆原创 Sales Cloud equips sales teams with the right tools in today鈥檚 complex selling environment. When used in combination, 麻豆原创 Service Cloud and 麻豆原创 Sales Cloud can .

Innovative products require an online presence, which is where 麻豆原创 Commerce Cloud, subscription management add-on, delivers a store front and e-commerce platform suited and ready for any utility offering.

麻豆原创 Emarsys Customer Engagement is the new marketing solution to personalize interactions and 麻豆原创 has an exciting road map for utilities-specific analytics and tactics, with pre-built content for listening to signals during customer journeys and context-sensitive responses.

The partner ecosystem plays a critical role delivering 麻豆原创 Customer Experience solutions, not only with implementation services but also enhancing 麻豆原创 offering with apps; for example, through 麻豆原创 store.

“We now have more than 14 apps built for 麻豆原创 for Utilities and CX, covering multiple scenarios for customer data, service, sales, marketing, deregulation, or CPQ and product management to meet specific needs,”says Edgar Kauter, managing director at Power Reply Germany. “As an industry cloud partner, we see 麻豆原创’s investment in CX and the industries and we value the innovation. Utilities can easily see how the standard 麻豆原创 portfolio, together with our standardized apps and implementation services, provides not only a quicker time to value, but also cost-efficient processes.”

A seamless customer experience requires a seamless organization and a seamless solution. Any integrated front office and back office requires adaptive measures, the third aspect of听 intelligent CX from 麻豆原创. Adaption means that feature-rich 麻豆原创 applications can be personalized, extended, integrated, and composed with other apps; for example, industry cloud partners.

麻豆原创 is on a mission to help make utilities businesses more customer-centric. Discover , and explore road maps to discover how 麻豆原创 plans to improve the integration design of sales orders for utilities commodity contracts in 麻豆原创 S/4HANA听.

Robert Straubinger is chief solution expert for Solution Management Utilities at 麻豆原创.

In today’s complex and multi-channel marketplace, organizations must constantly optimize to deal with emerging channels and new competitors while serving their customers best-in-class experiences to earn their trust and loyalty. Commerce systems that are not built for this design principle cannot help organizations adapt quickly or cost effectively.

Compose on Your Own Terms, Not Your Vendor鈥檚

At , 麻豆原创 is pre-announcing its new 麻豆原创 Commerce Cloud composable offering, a different approach to composability than what has been available in the market thus far. This offering is predicated on the recognition that every industry and enterprise is unique and that existing one-size-fits-all approaches to composability are not ideal for most businesses. Through this 麻豆原创 Commerce Cloud composable offering, merchants will be able to compose commerce experiences that best suit their individual needs today, wherever they are in their digital maturity journey, without jeopardizing flexibility down the line.

For example, some businesses may want a more traditional, 鈥渁ll-in-one鈥� approach across areas such as order management, product information management, content management, personalization, and marketing engagement. Meanwhile, more digitally mature enterprises may want to compose best-of-breed digital commerce experiences and can now do so on a single platform. 麻豆原创鈥檚 unique approach to composable commerce can give our merchants that level of flexibility as well as anything in between, enabling them to future proof their investment without sacrificing agility. By adopting best-of-breed 麻豆原创 and partner solutions on top of a highly flexible and proven platform, 麻豆原创 Commerce Cloud customers can extend the solution鈥檚 capabilities and create an offering that fits their own unique business strategy, today and tomorrow.

Digital Commerce Composability Done Right

With 麻豆原创鈥檚 unique approach to composable commerce, 麻豆原创 Commerce Cloud customers can drive profitability through agility by leveraging a feature-rich, extensible 鈥渄igital anchor鈥� solution, coupled with a vast pre-integrated and certified partner ecosystem. With its continuous innovation delivery model, 麻豆原创 Commerce Cloud enables merchants to focus on delighting customers instead of investing in table-stakes capabilities that require stitching together disjointed solutions not designed to be interoperable at scale. 麻豆原创 Commerce Cloud, composable storefront, the solution鈥檚 full API-coverage, 鈥渉eadless with-a-head鈥� software, in conjunction with 麻豆原创 Business Technology Platform (麻豆原创 BTP) and Kyma Runtime, enables developers to extend 麻豆原创 Commerce Cloud functionality with containerized microservices and serverless functions while keeping pace with their customers鈥� expectations.

Highly Curated and Strategic Partner Solutions

A rich and vibrant partner ecosystem is a key aspect of digital commerce success, so 麻豆原创 is also introducing strategic relationships with the following curated, best-of-breed vendors from its existing extensive partner ecosystem:

• helps businesses connect, create, and extend content more efficiently so they can build faster and deliver at scale, no matter the channel or touchpoint.
• provides artificial intelligence (AI)-powered search and discovery, recommendations, and personalization to improve merchant profitability through higher conversion, increased average order value, and customer lifetime value.
• provides an easy-to-use product experience management solution for retailers, distributors, manufacturers, and brands to organize and enrich product content, delivering impactful product experiences across all owned and third-party channels on a modern cloud-native platform.
• powers one-click checkout, identity, accounts, payments, and post-purchase infrastructure, helping to reduce friction for the customer by turning every checkout moment into an opportunity and driving higher conversion for the business.
• enables businesses to capitalize on the platform economy by bringing their digital marketplace to life, expanding their business vertically to deepen customer and channel partner relationships and drive profitability while simultaneously reducing inventory risk.
• supports the entire pricing journey, from setting optimal prices and managing the rebate process to maximizing your organization鈥檚 pricing power.

Benefit from an Industry-First Approach to Digital Commerce

麻豆原创鈥檚 long and rich history of helping organizations from more than 25 industries grow and transform enables us to tap into our deep industry knowledge and expertise to deliver industry-specific digital commerce capabilities.

Unlike other commerce vendors that emphasize strength of technology alone, 麻豆原创 is taking a more customer-centric approach by also pre-announcing the availability of our headless composable storefronts for financial services, travel, telecommunications, utilities, and public sector, on top of our currently available B2C and B2B composable storefronts for retail, consumer products, wholesale distribution, and industrial manufacturing. Industry add-ons can provide unique business workflows with pre-configured tools, capabilities, and storefronts that help shorten time-to-market, increase operational efficiency, and drive sustainably profitable growth through digital commerce.

Hear from our partners and customers:

“With 麻豆原创 Commerce Cloud’s approach to composability, we’ve been able to create our own commerce platform with solutions we need, such as Contentful, to deliver the best commerce experience to customers. 麻豆原创 Commerce Cloud is the essential power to implement business agility and flexibility, and ultimately to generate increased profitability for us.”听

鈥� Matthieu Houle, CIO, ALDO Group

“麻豆原创’s approach to composable commerce provides agility, flexibility, and extensibility with its feature-rich commerce platform. As our customers focus on profitability in this uncertain economic climate, we’re excited to support their digital commerce growth via 麻豆原创 Commerce Cloud.”

鈥� Deepak Sobhani, Principal, Deloitte Consulting LLP

鈥溌槎乖粹�檚 composable commerce approach allows us to work with customers in a way that offers significant extensibility on top of a proven, robust feature set.听We’re excited to create the most flexible, scalable, and customer-centric solutions with these world-class ISV partners while maximizing the business value of our customer’s investments.鈥�

鈥� Ryan Heusinkveld, Chief Technology Officer, Smith

鈥淲e are thrilled to join with 麻豆原创 as the content partner for 麻豆原创 Commerce Cloud, composable storefront. The Contentful Composable Content Platform meets the unique demands of digital teams by making it easy to orchestrate content from multiple sources and publish to any digital channel. This helps companies reach new customers faster, maximize their 麻豆原创 Commerce Cloud investment, and drive revenue.鈥�

鈥� 鈥疭teve Sloan, CEO, Contentful

鈥淲e are thrilled to have Coveo certified as an 麻豆原创 endorsed app. 麻豆原创 has been a natural partner for Coveo in B2B and B2C commerce. Together, we extend digital commerce capabilities to unlock profitable commerce growth with AI. Our enterprise-class AI platform complements the 麻豆原创 Commerce Cloud portfolio by helping companies power online buying experiences we believe today鈥檚 shoppers expect 鈥� fast, dynamic, effective product discovery and relevant recommendations 鈥� and also provide the AI platform merchandisers need to maximize business outcomes versus managing manual rules.”鈥�

鈥� Louis T锚tu, CEO and Chairman at Coveo

Drive Digital Commerce Excellence across the Entire Value Chain

By seamlessly and comprehensively connecting demand signals with the supply chain, 麻豆原创 Commerce Cloud enables enterprises to drive profitable growth, regardless of their industry, business model, or level of digital maturity. 麻豆原创 is consistently recognized as a leading digital commerce solution vendor by Gartner, IDC, Paradigm B2B, and other industry analysts. 麻豆原创 Commerce Cloud can provide a highly scalable, fully featured, and flexible commerce platform for B2B, B2C, or B2B2C use cases.

麻豆原创 reaffirms its commitment to the digital commerce and customer experience categories and is taking a bold step into the future with a unique, industry-led approach to composability that puts merchants鈥� digital commerce needs front and center.

To learn more,听 .

Riad Hijal is global head of Marketing and Solutions for 麻豆原创 Commerce.

The strategic partnership with 麻豆原创 supports Swarovski鈥檚 LUXignite strategy to cement its position in the luxury space and expand its presence in the fine jewelry market.

RISE with 麻豆原创 will enable Swarovski to realize its cloud strategy by giving it a future-proof digital core that has the flexibility and security to support continuous innovation in the cloud. 麻豆原创 Commerce Cloud offers a consistent foundation for cultivating unique Swarovski customer loyalty across all touch points and innovating to create unique customer experiences.

Swarovski and 麻豆原创 enjoy a partnership that began over 40 years ago. In this next chapter, 麻豆原创 will support the digital transformation of the 127-year-old company.

鈥淚nnovation, coupled with our unique savoir faire in creating beautiful products that bring our customers joy, lies at the heart of everything we do,鈥� said Lea Sonderegger, Chief Digital Officer, Swarovski. 鈥淲e are pleased to strengthen our technology backbone and customer experience with our partners at 麻豆原创 to implement our LUXignite 蝉迟谤补迟别驳测.鈥�

Visit the . Follow 麻豆原创 on Twitter at .

Media Contact:
Elisabeth Wursche, +43 128 8227 5634, elisabeth.wursche@sap.com, CET
麻豆原创 麻豆原创 Room; press@sap.com

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Over the past decades, the fashion industry underwent a technological revolution, reshaping the way retailers and brands engage with their customers. Personalization lies at the center of this transformation. By customizing the shopping experience for consumers, retailers stand out from their competition and foster greater customer loyalty. of consumers say personalization directly influences their decision to purchase from a brand, and 78% say it impacts their likelihood of making repeat purchases and referring the brand to friends and family.

Historically, fashion retailers relied primarily on traditional marketing techniques, such as print advertisements and in-store displays, to attract customers. However, with the rise of e-commerce and the Internet, customers now want and expect a personalized shopping experience that meets their individual needs and preferences. Customers are looking for seamless integration across multiple channels, including brick-and-mortar stores, online Web sites, mobile apps, and social media.

Omnichannel retail provides customers with the flexibility to shop whenever and wherever they want, and it provides businesses with in-depth data on customers’ shopping habits and preferences. With this information, fashion retailers can build a comprehensive profile of each customer, which can then be used to create targeted marketing campaigns, product recommendations, and personalized shopping experiences. Artificial intelligence (AI) and machine learning also enhance the customer experience. By analyzing customer data, AI can predict the likelihood of a customer making a purchase, offer real-time suggestions, check in post-purchase, and follow up for customer feedback. Enhanced customer understanding leads to better marketing decisions and better business outcomes.

麻豆原创 solutions play a prominent role in the execution of timely and impactful personalization, connecting customer data from demand to delivery and bringing sustainable, intelligent enterprises to life 鈥� from the back office to the front office.

Dive deeper into five solutions shaping the future of customer experience 鈥� in fashion retail and beyond.

• 麻豆原创 S/4HANA Retail can store all the data needed to deliver exceptional customer experiences, providing the foundation for the rest of the solutions and bringing the overall experience to life. With real-time customer and sales information, businesses can connect and transform retail processes across the entire value chain.
• : This omnichannel customer engagement platform can empower marketers to build, launch, and scale personalized cross-channel campaigns that scale business outcomes. The platform helped scale its marketing and customer relationship management (CRM) operations to identify and target high-value segments and grow the CRM database. It also matches in-store and online data to enhance its customer identification capabilities.
• : This solution can provide businesses with a trusted e-commerce platform that unlocks innovation at scale. With access to enterprise-wide data, retailers can boost profits and customer satisfaction. With 麻豆原创 Commerce Cloud, created a unified e-commerce platform that connects customers to the right products faster than ever 鈥� reducing the loading time of pages from seconds to milliseconds, which results in fewer customers abandoning items in their shopping carts. It also provides data insights that help Carhartt鈥檚 merchandising team optimize its product placement strategy.
• : With enterprise-wide customer insights from 麻豆原创 Customer Data Platform, businesses can meet customer expectations by delivering personalized engagements while also increasing conversion and improving customer retention. Take millennials and Gen Z shoppers for example, which represent in purchasing power. These groups show growing interest in sustainable products. With the right technology, retailers can capture more detail around their sustainability preferences and shopping habits and then use the data to make sustainability transparent across their value chains and improve the customer experience in the process. Candy Company uses 麻豆原创 Customer Data Platform to dig deeper into its consumer base. With greater insights into consumer behavior, Ferrara discovered a strong link between its Trolli brand and gamers. Ferrara used this information to shape future promotions and sweepstakes. With deeper knowledge of its customers, Ferrara created a brand fan program and significantly increased earned media value.
• : Turn the challenge of returns into an opportunity with 麻豆原创 Intelligent Returns Management, an industry cloud solution from 麻豆原创. It can not only make the returns experience easy, flexible, and free for customers, it can also protect your business鈥� bottom line and improve customer retention. Gain insights around the kind of products that are selling and those that are not. With a more granular look into the colors, styles, and sizes of items that customers return, the business can make more sustainable decisions about design and production.

Curious how your business can leverage the full potential of these five solutions, and others, to improve your customers鈥� experiences and drive long-term business success?

On February 15th, during New York City鈥檚 Fashion Week, 麻豆原创 opened the doors of the redesigned 麻豆原创 Experience Center, home to the S.Fashion Experience Lab. During the opening event, Andre Bechtold, senior vice president and head of Solution and Innovation Experience at 麻豆原创, shared that, 鈥溌槎乖� Experience Centers offer visitors a visual and immersive experience that makes innovation tangible.鈥� From a personalized perfume machine and augmented reality (AR) 听displays to virtual fitting rooms and AI-powered personal shopping assistants and robotics, the retail store of tomorrow reimagines the future of fashion.

this permanent location year-round, physically or virtually, to discover how 麻豆原创 helps retailers optimize their businesses and connect with their customers in a digital-first world. into the solutions above, along with many others, to learn how you can offer unique and personalized customer experiences that reinforce long-lasting customer relationships and grow lifetime value for your business.

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Kelly Cannon is part of Content Creation and Strategy at 麻豆原创.

Images via Andreas de Groot, Purple

This is exactly the all-in-one solution offered by , the latest joint venture of Tokyo-based global sport business network Dentsu Sports International and DAIMANI.

Founded in 2018 to make the event experience as easy and enjoyable as possible for its customers, is already a global player in the hospitality event industry. The Z眉rich-based digital marketplace sells hospitality packages for The Wimbledon Championships, Formula 1, and the entire German Football Bundesliga among other major sporting events, not to mention big music acts like Coldplay, Justin Bieber, and Elton John.

鈥淢y hope for all our guests and customers…is to enjoy the Cadence Club [VIP hospitality zone] without having to worry about technology,鈥� DAIMANI and FORTIUS.io CEO Max Mueller said. 鈥淭he technology is just in the background.鈥�

That crucial background is based on 麻豆原创 cloud technology, which enabled FORTIUS.io to optimize the customer experience for its guests at the . DAIMANI held the rights as the exclusive hospitality provider, and its guests enjoyed the all-in-one solution for the first time.

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Hit the Ground Running

During the 10-day World Athletics Championships, approximately 1,500 DAIMANI customers from around the world streamed through the company鈥檚 Cadence Club, which was adjacent to the venue. DAIMANI鈥檚 customers were able to enjoy food and drinks before and after each day鈥檚 competitions, meet track and field champions such as long jump world record holder Mike Powell, and enjoy other perks.

鈥淏ooking a trip like this could take hours for us. Normally we dig in [and] do a lot of research,鈥� DAIMANI client Kenneth Schwarz said in . 鈥淭his made it so simple. We were able to find a hotel, get the tickets, get the airfare, get it all arranged 鈥� and didn鈥檛 have to worry about anything.鈥�

That鈥檚 because FORTIUS.io is a one-stop platform where corporate and individual customers can purchase tickets to sporting and cultural events while booking hotels, airline tickets, and other services. After purchasing, they can still change their accommodation and flight or secure transportation to their hotel, venue, airport, or restaurant.

鈥溌槎乖� enables us, as a midsize company, to really play globally and compete,鈥� Mueller said. 鈥淎nd now, of course, we are quickly able to scale up because the foundation is there. We are using 麻豆原创 S/4HANA…We have the best.鈥�

Scaling Up to Race on the World Stage

鈥淏ecause we鈥檙e headquartered in Europe, I think that鈥檚 a different challenge that 麻豆原创 helped us solve,鈥� said Elisa Graham, who ran DAIMANI鈥檚 Partnerships and Operations onsite in Eugene, Oregon. 鈥淚t鈥檚 the first World Athletics Championships held in the United States and getting people to fly over here, to book hotels, to find hotels 鈥� it was a challenge for a lot of customers.鈥�

Providing a single platform for booking tickets, hotels, and airfare 鈥� all at the same time 鈥� helped customers overcome that challenge, Graham said. And for employees, 麻豆原创 helped DAIMANI customer service answer questions around the clock 鈥� and around the world 鈥� by directing staff to the right teams in the right time zones.

鈥溌槎乖� has improved our workflow and daily life in many ways,鈥� Graham said. 鈥淲e鈥檙e on top of everything using all 麻豆原创 technology.鈥�

The 鈥渆verything鈥� Graham refers to includes pricing, availability, and other factors that can change faster than a sprinter with a tailwind. DAIMANI leaps over these and other hurdles while ensuring security and privacy for its customers around the world, in the language and currency of their choice.

Meeting Your Customers Wherever They Are

鈥淚t鈥檚 always easy to make it in one country, or have continental solutions. But to really have one global payment solution, where we connect global customers with global events, different currencies, and different payment methods?鈥� CEO Mueller said. 鈥淚t sounds very easy on paper, but in practice it鈥檚 not as easy.鈥�

Remember, DAIMANI鈥檚 customers are willing to fly internationally for concerts and other live events. So being able to shop and purchase wherever you are 鈥� in your local language and with your local currency 鈥� can create a much smoother experience.

What鈥檚 more, customers can choose one of more than 30 payment methods via more than 70 currencies. These are all firsts in the VIP hospitality industry, and they can only be implemented through FORTIUS.io and the supporting 麻豆原创 solution, according to DAIMANI.

But pulling together so many languages, payment methods, and currencies is tougher than pole vaulting with a pool cue 鈥� unless you鈥檙e running the right tech.

Sprinting Toward Security and Scalability in the Cloud

鈥淔rom the beginning, we selected only cloud solutions…and it was a right decision to have everything in the cloud,鈥� Mueller said, noting that DAIMANI doesn鈥檛 worry about maintaining physical servers, conducting routine updates, or providing cybersecurity for its Web site and data. 鈥溌槎乖� is doing this for us.鈥�

麻豆原创鈥檚 security, stability, and scalability have been tremendous assets, as 麻豆原创 Business Technology Platform (麻豆原创 BTP) and offer secure ways for users to connect. And they always run smoothly, regardless of data volumes, according to Mueller. Plus, 麻豆原创鈥檚 technology and reputation help DAIMANI bring together large events and rights-holders around the world by allaying their concerns, such as cybersecurity and due diligence, the company stated.

鈥溌槎乖� helped us enable this in a short period of time,鈥� Mueller said. 鈥淲e found a perfect foundation with 麻豆原创 鈥� with a few customizations on top 鈥� to scale globally very quickly.鈥�

In fact, this flexible platform has been key to DAIMANI鈥檚 success, as it seamlessly connects all the company鈥檚 internal systems with a tremendously diverse external ecosystem, according to Mueller. All of this enables fantastic growth for DAIMANI and its partners.

It鈥檚 a Team Sport

鈥� is at the heart of our architecture,鈥� Mueller said. 鈥淚t connects us internally 鈥� all of our 麻豆原创 systems 鈥� and externally to a very fragmented ecosystem.鈥�

Fragmented in that DAIMANI partners run events around the world, using different tools, ticketing providers, and procurement systems, according to Mueller. And some DAIMANI clients use newer technologies, while others still run legacy systems.

During the World Athletics Championships, event staff helped athletes get to their competition areas safely and on time, without disrupting ongoing events or getting lost. Similarly, 麻豆原创 BTP orchestration services help DAIMANI run its complex operations smoothly.

鈥淭he beauty with 麻豆原创 BTP 鈥� what we do 鈥� is that we connect everything,鈥� Mueller said.

A Discrete Victory Lap for Backend Tech

鈥淵ou should forget about technology,鈥� Mueller said, whether you鈥檙e booking tickets, changing your itinerary, or even inviting corporate clients. 鈥淚n the end, you should enjoy the event.鈥�

Indeed, after DAIMANI customers Schwarz and Dena Pullar had booked their tickets for the World Athletics Championships, DAIMANI and FORTIUS.io took care of the rest, according to Pullar. Their mobile devices alerted them to everything from itinerary to admission.

鈥淢y phone automatically showed me the tickets we had available the day of the event, so all I had to do was pull them up on my phone and show them to people at the gate,鈥� Pullar said. 鈥淚t was so easy…I never thought about the technology.鈥�

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