Instead, they immediately encounter friction. They鈥檙e asked to repeat information they鈥檝e already shared across multiple channels and departments. Then they see an offer for the item they just purchased, rather than something similar or new. And when they encounter an issue down the line, customer support doesn鈥檛 recognize their history.

Micro moments like these do not feel minor to customers anymore. They feel inexcusable. Customer expectations have changed faster than most brands can keep up. Customers now assume brands know who they are, what they need, and what鈥檚 happening right now. And they expect brands to act on that knowledge instantly.

At the same time, businesses are embracing a new era of AI. Dubbed “agentic AI,” it represents a paradigm shift where AI doesn鈥檛 just analyze or recommend products, but increasingly plans, decides, and acts through a network of agents. This creates a massive opportunity for customer experience (CX) leaders today, in particular marketers, who, according to McKinsey, are leading in AI adoption amongst business functions. But it also raises the stakes.

Because when AI moves faster than your data, systems, and processes, it exposes everything that鈥檚 broken. That tension鈥攂etween rising expectations and disconnected reality鈥攊s exactly what 麻豆原创 and Google Cloud are addressing together.

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The marketer鈥檚 reality: ambition outpacing execution

According to recent , more than half of marketers say fragmented or outdated data prevents them from acting in the moment. Insights arrive too late. Activation requires manual stitching across tools. And even the best strategies stall before they ever reach customers.

It is clear that most organizations genuinely want to deliver great customer experiences. But fragmentation is what stands in the way of delivering connected, meaningful engagements.

On one side: Customers expect effortless, relevant, and real-time experiences. On the other hand, organizations still operate with fragmented data, siloed teams, and delayed insights.

Our latest reveals that customers are increasingly frustrated: 45% say brands can鈥檛 keep up with changing expectations, and 44% say interactions feel less personal than before.鈥�

AI accelerating the engagement divide 

The disconnect between what customers feel and what businesses believe is the “.” Customer signals live across disconnected systems. Data arrives late or without context. Execution happens separately from insight. And while customers feel this friction immediately, many companies do not realize how disconnected their experiences truly are in their customers’ eyes. Now, AI is accelerating this divide.

Agents can generate content, launch campaigns, and optimize engagement at unprecedented speed. But when those agents act on incomplete, outdated, or fragmented data, they only exacerbate inconsistency and poor customer experiences.

When talking to our customers, it鈥檚 clear that there is no shortage of ambition when it comes to AI. In our research, 78% of brands say AI will be integral to their customer retention efforts this year. But only 46% of brands can connect their data in a way that is accessible to power AI sustainably.

The real challenge for CX leaders today is ensuring that AI has the right foundation: trusted data, unified context, and direct connection to execution.

New model for engagement built on trusted enterprise data

麻豆原创 and Google Cloud are expanding their partnership to enable a fundamentally different approach to marketing execution, one grounded in trusted enterprise data and real-time signals, accelerated with multi-agent coordination, and delivered at scale through 麻豆原创 and Google鈥檚 customer engagement solutions.

麻豆原创 provides both operational truth for elements such as inventory, orders, and fulfillment status, and deep customer knowledge across customer experience interactions. Google Cloud brings additional real-time signals and analytics, along with advanced AI. Combined, they create a shared, real-time understanding of the customer, grounded in business and situational context.

At the heart of this partnership:

• 麻豆原创 Business Data Cloud (麻豆原创 BDC) connects semantically rich data across the enterprise with AI to enable real-time insights and drive personalized interactions grounded in business context. This includes 麻豆原创 Business Data Cloud Connect for Google BigQuery.
• Google BigQuery unlocks real-time signals across the Google ecosystem, such as geolocation, weather, and rich analytics, through bidirectional, zero-copy data access with 麻豆原创 BDC, while ensuring enterprise-grade governance and security.
• 麻豆原创 Customer Experience applications provide the real-time behavioral context 鈥� customer profiles, transactions, orders, service interactions, and consented engagement data.
• 麻豆原创 Engagement Cloud activates enterprise data and AI insights and predictions to securely orchestrate real-time, personalized interactions across the entire customer life cycle.

With these innovations, marketers can finally move from insight to execution automatically.

To realize the full potential of agentic AI, businesses need their systems to speak the same language. By uniting 麻豆原创’s enterprise data and customer engagement platform with Google Cloud’s AI, we鈥檙e enabling marketers to move beyond simple automation to multi-agent orchestration, driving dynamic campaigns that reason and adapt to market shifts in real time.

Kevin Ichhpurani, President, Global Partner Ecosystem at Google Cloud

From prompt to performance: how agents work together for marketing

Another critical element of this new execution model is agent interoperability. Gemini Enterprise acts as a central hub for multi-agent coordination, enabling  customers鈥� agents to securely exchange context and take action across platforms. Meanwhile, Joule acts as the engagement layer within 麻豆原创 applications, executing tasks, orchestrating campaign and content workflows, and optimizing marketing outcomes. Working together, 麻豆原创 and Google are enabling true multi-agent orchestration connected to trusted enterprise data.

Within this broader CX transformation, 麻豆原创 Engagement Cloud is where agentic intelligence becomes operational for marketing teams. It is the environment where enterprise signals, generative media, and AI agents translate into real customer interactions and automated lifecycle journeys.

Advanced generative capabilities powered by Google Gemini models, for example, Nano Banana 2, introduce new agentic skills that help CX teams dynamically generate messaging, imagery, and campaign variations. Through assistants and agents in Joule, these capabilities become embedded directly into marketing workflows, allowing brands to adjust tone, localize content, and respond instantly to changing conditions.

It is not just content generation and personalization that are being rewired. With unified data context and interoperable agents, mobile messaging can turn into immersive conversational experiences with Google Rich Communication Services (RCS) and advertising audiences, and creative, which can continuously evolve based on real-time performance and business signals, transforming campaigns into intelligent, self-optimizing systems.

And through this multi-agent network, marketers will not need to build every step of a campaign manually. Instead, they define the goal, gain more time to focus on strategy and creativity, and let agents handle the rest.

For example, a marketer can prompt:

• 鈥淚ncrease repeat purchases from customers in the last 30 days.鈥�
• 鈥淢aximize customer lifetime value while reducing campaign operational costs.鈥�

And from there:

• Joule Agents coordinate content production, grounded in customer and enterprise data, understand business context, customer history, and constraints
• Google鈥檚 Gemini Models and agents generate creative variations, messaging, and channel-specific content
• Agents collaborate across 麻豆原创 and Google Cloud to personalize, activate, and continuously optimize campaigns in real time across engagement channels and media networks

This is more than a data integration. It鈥檚 a leap forward for AI agents that can collaborate naturally and execute seamlessly. By combining 麻豆原创 Business Data Cloud Connect for Google with interoperable AI agents across 麻豆原创 and Google, we鈥檙e giving organizations a path from AI experimentation to AI-empowered customer experience at scale. Marketers can spend less time on manual tasks and more time shaping the customer journey.

Balaji Balasubramanian, President and Chief Product Officer, 麻豆原创 Customer Experience and Consumer Industries

Clear business outcomes for marketing teams

By enabling a network of interoperable AI agents and grounding them in enterprise data and shared context across 麻豆原创 and Google, organizations can achieve measurable outcomes, including:

• Faster speed-to-market through autonomous campaign and content generation
• Lower operational overhead by eliminating manual execution steps
• Always鈥憃n optimization that continuously improves performance
• Higher ROI through relevant, timely, and consistent engagement at scale

Marketers can spend less time managing workflows and more time shaping strategy, creative direction, and customer value.

Beyond campaigns: continuous engagement at enterprise scale

While marketing is a natural starting point, this is just the beginning. Customer engagement does not live in one system or team. Engagement spans commerce, service, sales, supply chain, and operations. A brand promise made in a message must be fulfilled by inventory. A personalized offer depends on pricing, availability, and delivery. And a single customer service interaction can shape the future of customer loyalty and lifetime value.

This multi-agent model is designed to support high-value use cases across the 麻豆原创 Customer Experience portfolio, laying the foundation for an AI-driven customer experience powered by trusted, unified, real-timedata.

In an AI-driven world, customer experience goes beyond any single interaction鈥攊t’s defined by every touchpoint a customer has with your company.

Customers can deploy Joule Agents in 麻豆原创 CX Solutions to build, launch, and optimize marketing campaigns

Gemini Enterprise acts as a central hub for agents to take action across 麻豆原创 and Google Cloud platforms

LAS VEGAS 鈥� (NYSE: 麻豆原创) and Google Cloud today announced a new partnership that will help marketers put AI agents to work at scale.

Through new integrations between the 麻豆原创 Engagement Cloud, 麻豆原创 Customer Experience (麻豆原创 CX) and Joule solutions and Gemini Enterprise, joint customers can now deploy agents that securely access unified data stored across both ecosystems to execute complex marketing strategies based on high-level goals defined by the user.

Together, 麻豆原创 and Google Cloud provide a unified foundation for data and AI agents to operate across both ecosystems. Gemini Enterprise will act as a central hub for data integrations and multi-agent coordination, allowing agents to take action across a customers鈥� 麻豆原创 and Google Cloud solutions. These integrations will be supported by the 麻豆原创 Business Data Cloud Connect solution for Google and BigQuery, which enable bidirectional, zero-copy data access between the two platforms, with enterprise-grade security and governance. Capabilities across both Gemini Enterprise and agent gateway APIs from 麻豆原创 will allow customers鈥� agents to more securely exchange context, trigger actions and optimize outcomes across platforms, enabling true multi-agent orchestration.

The integration allows marketers to prompt an agent within 麻豆原创 Engagement Cloud with a clear objective like, 鈥淚ncrease repeat purchases from the last 30 days,鈥� or 鈥淢aximize customer lifetime value while reducing campaign operational costs.鈥� An agent, like a Joule Agent, will handle the end-to-end process鈥攆rom content personalization to visualization to conversational engagement.

鈥淭his is more than a data integration; it鈥檚 a leap forward for AI agents that can collaborate naturally and execute seamlessly,” said Balaji Balasubramanian, President and Chief Product Officer, 麻豆原创 Customer Experience and Consumer Industries. 鈥淏y combining 麻豆原创 Business Data Cloud Connect for Google with interoperable AI agents across 麻豆原创 and Google Cloud, we鈥檙e giving organizations a path from AI experimentation to AI-enabled customer experience at scale. Marketers can spend less time on manual tasks and more time shaping the customer journey.

鈥淭o realize the full potential of agentic AI, businesses need their systems to speak the same language,鈥� said Kevin Ichhpurani, President, Global Partner Ecosystem at Google Cloud. 鈥淏y uniting 麻豆原创鈥檚 enterprise data and customer engagement platform with Google Cloud鈥檚 AI, we鈥檙e enabling marketers to move beyond simple automation to multi-agent orchestration, driving dynamic campaigns that reason and adapt to market shifts in real time.鈥�

According to from 麻豆原创 Engagement Cloud, more than half of marketers say fragmented, outdated data prevents them from acting in the moment. 麻豆原创 and Google Cloud are helping remove that roadblock by unifying data and letting AI agents turn insights into action. Using Joule with 麻豆原创 Engagement Cloud, campaigns can move from planning to activation automatically without manual stitching across tools.

Customers will benefit from autonomous campaign generation, optimization and continuous improved performance. Businesses will achieve faster speed-to-market, lower operational overhead and always-on optimization that drives higher ROI, while giving teams more time to focus on strategy and end-to-end campaign execution.

While marketing is the first example, and will be available to customers in H2 2026, this multi-agent orchestration model is designed to support high-value use cases across the 麻豆原创 CX portfolio, laying the foundation for AI-driven customer experience, powered by trusted, unified real-time data and interoperable agents.

For more information about 麻豆原创 Customer Experience solutions, visit .

For more information about Gemini Enterprise, visit .

Visit the . Get 麻豆原创 news via  and .

About Google Cloud

Google Cloud offers a powerful, optimized AI stack 鈥� including AI infrastructure, leading models like Gemini, data management capabilities, multicloud security solutions, developer tools and platform, as well as agents and applications 鈥� that enables organizations to transform their business for the Agentic Era. Customers in more than 200 countries and territories turn to Google Cloud as their trusted technology partner.

About 麻豆原创

As鈥痑 global leader in enterprise applications and business AI, 麻豆原创 (NYSE:麻豆原创)鈥痵tands at the鈥痭exus鈥痮f business and technology. For over 50 years, organizations have trusted 麻豆原创鈥痶o bring out their best by uniting business-critical鈥痮perations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit鈥�.

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The problem is not the promise of AI. It鈥檚 the gap between intelligence in the system and connection in the moment. Customers are increasingly disengaging because intelligence is not being applied where it matters most.

Technology, particularly AI, has fundamentally changed what customers expect. They assume brands can recognize them across channels, understand context in real time, and anticipate their needs. When that doesn鈥檛 happen, the miss feels less like oversight and more like indifference. Timing is off. Service lacks continuity, and personalization stops at the surface, despite all the data behind it.

While many enterprises are trapped in siloed systems and disconnected data, consumer expectations are growing. Brands that don鈥檛 deliver the expected experiences are quickly abandoned.

In addition, global socioeconomic factors are increasing rapidly and unpredictably, challenging bottom lines and making customer loyalty more critical than ever鈥攁t a time when consumers are less loyal than ever.听

When economies falter, companies usually take one of two approaches. Some hunker down, cut costs and staff, and hope to survive. Others zero-in on differentiators like to drive growth and boost profitability.

The importance of CX for key metrics like churn, retention, loyalty, new sales, and competitive differentiation is well-established, so not investing in customer experience could be considered akin to saying you are willing to let those mission-critical metrics falter.

The following 15 takeouts from 麻豆原创’s highlight some of the most common CX pitfalls and opportunities.

1. 82% of consumers say a brand has disappointed them

Modern customers do not go quietly into the bad experience night. A whopping 82% of consumers say a brand has disappointed them, even when the product itself meets their needs. The issue isn鈥檛 the product or service; it鈥檚 the experience of purchasing and post-purchase care.

This is the essence of the 鈥溾��: the distance between what customers expect in the moments that matter, and what brands are actually delivering.

2. 60% do not pay attention to brands anymore and 48% care more about experience

Consumer attention in a difficult economy has shifted from logos and taglines to experiences that feel useful, contextual, and personal. So, what鈥檚 a brand to do when 60% of consumers say they simply don鈥檛 pay attention to brands and 48% care more about the experience than the product?

This is where CX outcomes become clear: engagement is no longer about shouting louder; it鈥檚 about showing up better and building experiences powered by unified data and intelligent orchestration.

3. Left unread: only 16% of customers skim email headlines, while 29% read one or two sentences

Consumer behavior in the inbox shows just how fragile engagement is:

• Most consumers only read the subject line
• Others will read one to two sentences before deciding whether to delete or engage further

Combined with the fact that 58% of consumers think most marketing emails they receive aren鈥檛 relevant, brands are staring down a massive relevancy problem. Sending more emails into the engagement abyss doesn鈥檛 solve this problem, but gaining a holistic understanding of your customers as individuals does.

4. 37% do not think brands personalize to their needs

For well over a decade we鈥檝e been talking about the importance of personalization, but today 37% of consumers believe brands don鈥檛 personalize engagements to their needs. Surface-level personalization鈥攏ames in subject lines, basic segmentation鈥攊s no longer enough.

This aligns with our assessment that 79% of companies have low or moderate CEM scores, meaning teams can access portions of shared data and deliver basic personalization, but coordination across marketing, sales, service, commerce, and product teams remains limited. Experiences often feel disconnected, forcing brands to rely on short-term tactics rather than building deeper relationships.

Consumers expect real-time, behavior-driven personalization based on context, intent, and history, not just boiler-plate persona buckets. Customers can see and feel investments in personalization and it matters.

5. 46% say customer service feels too impersonal, while 41% believe brands do not understand them as a person

Considering how much data brands collect, it鈥檚 striking that nearly half of consumers (46%) say customer service feels too impersonal.

Customers are asking a simple, and valid, question: 鈥淚f you have all this information about me, why isn鈥檛 my experience better?鈥� When data doesn鈥檛 translate into empathy and action, it starts to feel like surveillance, not service.

With 46% of consumers saying service isn鈥檛 personal, it should be no surprise that a nearly equal amount (41%) believe that brands don鈥檛 understand them as a person. However, 34% agree that AI can help brands better understand them and what matters most to them.

This presents brands with a real-time opportunity: use AI and data to close the perception gap. Instead of just predicting purchases, enterprises should also be anticipating customer needs and reducing friction.

6. 78% of brands say they deliver seamless cross-channel engagement, consumers disagree

Seventy-eight percent of brands say their engagement strategies offer seamless multichannel experiences with glowing outcomes like increased CLV, retention, and advocacy, but consumers are simultaneously reporting little emotional connection and frequent disappointment. In fact, 44% say that brand interactions feel less personal and more generic than ever before.

The takeaway: internal dashboards can create a if not tied directly to real customer sentiment and behavioral signals across channels.

7. 54% of enterprises cannot access and use real-time data, and 66% still rely on third-party data

Fifty-four percent of enterprises can鈥檛 access and use real-time data. On top of that, 60% suffer from 鈥渄ark data,鈥� which is information that鈥檚 collected but not used throughout the customer journey.

Without real-time, connected data, brands are mostly flying blind. AI, personalization, and omnichannel orchestration don鈥檛 fail because the ideas or execution are wrong; they fail because the foundations are.

Although privacy regulations and legislation are increasing while third-party cookies decline, a majority (66%) of enterprises are still heavily reliant on third-party data. Simultaneously, 55% say their data is too unstructured to use effectively.

The lethal combination of overreliance on external data plus underutilized internal data keeps brands from building strong, first-party relationships rooted in trust and value.

8. 78% of brands say AI is essential for customer retention in 2026

AI is everywhere, and 78% of brands view AI as critical to retaining customers in 2026. However, 66% report they can鈥檛 use AI to optimize campaign performance in practice, while many also note they can鈥檛 utilize real鈥憈ime AI optimization in day鈥憈o鈥慸ay campaigns.

A quick translation of the above stats: an AI strategy is crucial, but execution is lagging because of fragmented systems, poor data quality, and integration issues.

9. Only 30% share engagement data with a CX or CRM platform

Despite the collective agreement that a comprehensive customer profile is important, only 30% of brands share their customer engagement data within a CX or CRM platform. This means that most brands are attempting to deliver personalized experiences without having a unified engagement core.

If engagement data lives in campaign tools, service systems, commerce platforms, and ERP, but never gets connected via CX or CRM, customers will feel every fracture along their journey.

10. 30% of consumers have used AI agents that act on their behalf

AI is not just an enterprise capability; it鈥檚 also a customer behavior. Thirty percent of consumers say they鈥檝e used AI agents to make decisions and act on their behalf when buying from brands.

This is a game-changer when it comes to engagement. Brands are now engaging not only with humans, but also with AI buyers that ruthlessly and continuously optimize for relevance and value. If your systems can鈥檛 keep pace, AI will select your competitor whose systems are operationalized for success.

11. When it comes to customer engagement maturity, 79% of brands have yet to integrate data, systems, and teams across their business; only two in five decision-makers see their departments as actually coordinated

The Customer Engagement Maturity (CEM) scoring model assesses how well brands align people, processes, and technology to deliver cohesive, intelligent experiences. Looking at the 麻豆原创 Engagement Maturity Index:

• 16% of brands reside at low maturity
• 63% sit in the moderate middle
• 21% have high maturity

Despite year-over-year progress, most organizations are stuck in developing or evolving mode, able to execute campaigns but not orchestrate truly connected, enterprise-wide engagement. And leaders agree, with only two in five decision makers believing there is effective collaboration across departments.

12. Just 21% of brands are high-maturity, and they are gaining ground against their competition

High-maturity brands rise above the competition because they connect data and intelligence across marketing, service, sales, commerce, and operations. They use AI and automation to deliver personalized, omnichannel engagement in real-time, at scale.

And the maturity gap is becoming a performance gap. As top performers turn real-time intelligence into growth, the cost of competing with them rises for everyone else.

13. Personalized means personal: 58% of consumers respond positively to localized content

Personalization is more than a word or industry term. It means actually understanding and empathizing with your customer, including their regional traditions and social norms.

When engagement is done right, consumers respond:

• 63% say their favorite brand delivers seamless, connected experiences across mobile, web, and in-store
• 58% value localized content and product recommendations
• 55% appreciate highly personalized content
• 50% believe their favorite brand uses data to make interactions better

Customers aren鈥檛 against data or AI at heart. However, they are opposed to wasted data collection and bad experiences. It鈥檚 the job of brands to provide a great CX. If that job isn鈥檛 taken seriously, you can bet that other brands are willing to roll up their sleeves to fill the gap.

14. 77% of businesses plan to invest in AI-powered engagement in 2026

When it comes to the future state, 77% of businesses plan to invest in AI-powered customer engagement in 2026, and 76% are investing in omnichannel engagement technologies. At the same time, 29% say their top priority is connecting customer and stakeholder data across marketing, sales, service, commerce, and ERP systems.

The signal is clear: investment alone won鈥檛 close the Engagement Divide. The winners will be the brands that invest in connection鈥攐f data, teams, and systems鈥攏ot just in tools.

15. 15% say seamless integration will be the biggest driver of success

Lastly, and possibly most importantly, 15% of businesses believe seamless integration of engagement systems will be the single biggest driver of success. While that may sound like a small number, it captures a critical strategic shift: engagement is no longer a marketing problem or a channel problem. It鈥檚 an enterprise discipline that depends on unified data, coordinated teams, and embedded AI.

Artificial intelligence provides an evolving service for businesses. Employing cloud-based systems that can store, analyze, and route data will be the differentiator for brands in the marketplace.

Loyalty is transactional, and driven by great CX and a connected enterprise

Digital engagement has raised the bar when it comes to customer expectations, with more demands and a plethora of competitive choices if a brand doesn鈥檛 deliver.

It鈥檚 not a big leap to state that better customer experiences increase customer loyalty, which in turn leads to more purchases, augmented product utilization, and increased brand affinity and sentiment. And let鈥檚 not forget that an enhanced CLV lowers customer acquisition costs.

After all, loyalty is transactional and forged by the experiences customers encounter. In my conversations with customers across the globe, it鈥檚 clear that only the brands with truly at the heart of their operations will retain and grow their customer bases in the enterprises of the future.

That ambition relies on a technology foundation that can consistently deliver those experiences at scale. For British-founded luxury fragrance brand Molton Brown, moving from legacy systems to 麻豆原创 Commerce Cloud provided a high鈥憄erformance platform built for peak鈥憇eason resilience and continuous innovation. The impact was immediate: 100% uptime during peak trading, even as volumes surged to one order every three seconds during major events.

This kind of reliability is increasingly critical as the moments that shape experience and loyalty expand beyond owned channels. As product discovery shifts to social platforms and AI鈥憄owered assistants, consistent content and availability help the brand remain visible and trusted wherever customers engage. 麻豆原创鈥檚 evolving agentic commerce innovations are designed for this reality, keeping products discoverable, credible, and actionable across both human and AI interactions.

Ultimately, technology and AI are not the goal鈥攖he experience is. The brands that succeed will be the ones that use AI to show up more human, not less, turning insight into relevance and automation into trust.

The future of CX is for companies that operationalize intelligence across the enterprise鈥攃onnecting data, systems, and teams so AI can orchestrate experiences, not just analyze them.

Manos Raptopoulos is global president of Customer Success Europe, APAC, Middle East & Africa, and a member of the Extended Board 麻豆原创 SE.

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�

These critical pre-purchase moments generate interest and open pathways toward deeper customer relationships. Organizations that convert interest into measurable outcomes with clarity, accuracy, and speed strengthen the overall customer experience, thereby boosting loyalty and bottom lines.

CX becomes even more meaningful as opportunities progress into clear agreements supported by accurate configuration, pricing, and quoting. This transition from opportunity to agreement represents one of the most consequential stages in the customer journey.

Lead-to-cash represents a coordinated motion across sales engagement, pricing precision, service alignment, and performance visibility. When these capabilities operate together, organizations deliver consistent customer experiences while maintaining operational clarity.

Eight years running: a leadership signal at the heart of lead-to-cash

Within the lead-to-cash journey, quoting connects sales engagement, performance management, service continuity, and ERP alignment. It represents a critical moment where customer intent is translated into accurate pricing, configuration, and agreement terms.

When 麻豆原创 CPQ operates within 麻豆原创 Customer Experience, it becomes part of a connected lead-to-cash motion that spans 麻豆原创 Sales Cloud, 麻豆原创 Service Cloud, sales performance management solutions, and 麻豆原创 ERP. Sales teams engage with structured opportunity data and guided pricing logic. Service teams inherit full visibility into agreed terms. Performance leaders access insights grounded in accurate pipeline and quoting data.

When it comes to this level of intelligent, real-time, connected processes, very few companies can compete. 麻豆原创 was again recognized as a Leader in the 2025 Gartner庐 Magic Quadrant™ for Configure, Price, and Quote Application Suites. This marks the eighth consecutive year 麻豆原创 has been positioned in the Leaders quadrant based on Ability to Execute and Completeness of Vision.

麻豆原创 CPQ supports organizations in producing accurate quotes — even in environments with advanced configuration and pricing requirements — helping accelerate sales cycles and improve sales execution across complex selling environments.

Extending CPQ leadership across 麻豆原创 Customer Experience

In modern enterprises, quoting connects directly to demand generation, pipeline management, contract processes, fulfilment, and service delivery. brings together commerce, customer data, marketing, sales, service, and sales performance management into an integrated portfolio designed to support truly connected customer journeys.

Within this portfolio, 麻豆原创 CPQ plays a pivotal role in the lead-to-cash journey. When integrated with 麻豆原创 CX solutions, it helps align pricing strategy, product configuration, customer agreements, and sales performance insights across the revenue lifecycle. The result is a more reliable transition from opportunity to revenue realization.

Connected lead-to-cash experience

For CX leaders, lead-to-cash is a core driver of experience differentiation and revenue execution. A connected lead-to-cash strategy ensures that:

• Customer intent is translated into accurate configuration and pricing.
• Sales engagements reflect approved pricing and product standards.
• Customer agreements are consistently captured and supported across systems.
• Sales performance and revenue outcomes remain visible and aligned across teams.

Business impact of connected lead-to-cash

Lead-to-cash determines how consistently organizations translate customer engagement into measurable outcomes.

By combining 麻豆原创 Customer Experience capabilities with a CPQ solution recognized for its ability to execute and completeness of vision, organizations strengthen alignment across sales, pricing, service, performance management, and ERP systems, transforming engagement into measurable outcomes with confidence and precision.

In today鈥檚 environment, customer experience and operational precision are closely connected. Strength in one reinforces performance across the other.

You can learn more about how 麻豆原创 CX connects 麻豆原创 Sales Cloud, 麻豆原创 CPQ, 麻豆原创 Service Cloud, sales performance management solutions, and 麻豆原创 ERP across the lead-to-cash journey .

Sindy Conway is senior Product Marketing consultant for 麻豆原创 Customer Experience.

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.}

This weekend, the golf drama will unfold at the storied Bethpage Black Course in New York, as rivalry and camaraderie collide. For the first time, 麻豆原创 will be at the heart of the action as a Worldwide Partner of the 2025 and 2027 Ryder Cup.

Transforming the Ryder Cup fan experience

Since its inception in 1927, the Ryder Cup has united millions of fans around unforgettable moments. Yet behind the emotion and spectacle lies immense complexity. Two distinct organizations, the PGA of America and Ryder Cup Europe, must come together every two years to deliver a seamless tournament experience.

Going into the 2025 event, the Ryder Cup turned to 麻豆原创 for help in transforming what it means to engage fans across the two organizations. With a goal of moving beyond a 鈥渙ne-day鈥� experience to building an 鈥渆veryday鈥� connection, the Ryder Cup wanted to ensure every fan — whether onsite or halfway across the world — feels immersed in the tournament, experiencing the excitement, emotion, and strategy as if they were on the course.

This partnership will allow the Ryder Cup to benefit from using 麻豆原创 technologies to further enhance the experience for fans. 麻豆原创 Customer Data Platform will unify fan data from multiple sources, creating a single, comprehensive profile for each fan. 麻豆原创 Emarsys will then use that data to deliver personalized content across marketing channels. 麻豆原创 Datasphere will harmonize customer and business data and help identify insightful correlations, making it ready for visualization in 麻豆原创 Analytics Cloud, where insights can be turned into action. 麻豆原创 Datasphere and 麻豆原创 Analytics Cloud are part of 麻豆原创 Business Data Cloud.

Together, these solutions will help the Ryder Cup gain a deeper understanding of audience behavior, drive engagement, and deliver personalized experiences at scale, while paving the way for future AI-driven innovation and a globally connected fan journey. Beyond tournament week, this 360-degree view of each fan will provide insights that benefit both organizations year-round, improving planning, marketing, and engagement that can be scaled across other professional tournaments.

Shared values in action

The Ryder Cup is more than a sporting event. It is a showcase of teamwork, resilience, and strategy — qualities that are equally essential in business. At its core, every Ryder Cup moment is defined by a challenge that demands a solution, whether it鈥檚 a player navigating tough conditions, making a critical decision under pressure, or leading a team to victory.

Through this partnership, 麻豆原创 highlights the performance and collaboration that drive success, inspiring organizations and individuals to bring out their best on the course and in business.

Looking ahead

As anticipation builds for Bethpage Black this weekend, fans will see and feel 麻豆原创鈥檚 presence throughout the tournament, from on-course signage to coverage on TV, online, and social channels.

Beyond the event, 麻豆原创 and the Ryder Cup are laying the foundation for a new era of fan engagement, connecting millions of fans around the world and helping to create moments that will be remembered long after the final putt.

These moments are the building blocks of delivering seamless and memorable experiences — and lasting loyalty.

At 麻豆原创, we believe every touchpoint is more than a chance to meet a need. It is an opportunity to deepen trust, demonstrate value, and strengthen the relationship between customer and brand. That belief is at the heart of the 麻豆原创 Customer Experience (麻豆原创 CX) portfolio — now infused with the power of AI.

Our Q3 2025 release reflects this vision. Intelligence is embedded across the entire customer journey. Generative AI helps service teams classify cases the moment they arrive. Autonomous agents in commerce guide customers to the right products with real-time stock visibility. For marketers, AI personalizes campaigns and generates segment descriptions and translations, ensuring relevance at scale. For sales teams, AI keeps data clean and actionable, eliminating duplicates and surfacing the right opportunities at the right time.

 AI isn’t just about efficiency alone; it is about elevating every interaction into a moment where trust can be deepened and loyalty earned.

Here are the highlights from 麻豆原创 CX in Q3 2025.

AI that drives results

From decision-making to customer engagement, AI-powered intelligence and agents streamline processes and remove friction. Teams gain the ability to respond faster, deliver smarter interactions, and grow with confidence while delivering customer experiences that feel effortless, reliable, and personalized.

麻豆原创 Service Cloud

• Business information extraction in cases: Save time by automatically extracting registered product information from the case description, using pre-delivered elements for business information extraction.

麻豆原创 Sales Cloud 

• Contact and individual customer duplicate checks: Maintain clean, accurate records by managing redundant and data. This generative AI capability checks for duplicates and returns a confidence score, leaving the decision-making in human hands.

麻豆原创 Emarsys 

• AI-assisted product finder: Enable marketers to use natural language prompts and keywords to quickly search and locate products for targeted campaigns. Automatic product catalog sync ensures you are always working with the most up-to-date data.
• AI-assisted segment description generator: Generate human-readable segment summaries to improve execution. This ensures that existing segments are easily discoverable with descriptions that are intuitive and straightforward.
• AI-assisted campaign translator (pilot): Translate email campaign copy flexibly and seamlessly within the editing workflow. Localize product descriptions across languages to quickly build, optimize, and launch multi-language campaigns.

麻豆原创 Commerce Cloud 

• Shopping Agent: Using product stock awareness to return real-time inventory data, the configurable Shopping Agent can display or hide out-of-stock products in its recommendations. This makes for smarter recommendations, reducing friction and abandoned carts. For B2B transactions, merchants can also choose whether the agent answers questions about bulk product availability.

麻豆原创 Revenue Growth Management

• AI-assisted promotion creation: Create new promotions quickly by getting recommendations for promotion names, when to run a promotion, what products to include, which spend type to use, and recommendations for discount type.

Scale smarter with greater flexibility

Scaling efficiently while providing flexibility for customers means optimizing operations, offering expanded channel options, and extending visibility to customers and partners.

麻豆原创 Emarsys 

• Microsoft Ads integration: Scale personalized ad experiences across the Microsoft Search Network, including Bing, Yahoo, AOL, and other Microsoft properties.
• Conversational messaging for LINE (): After expanding our offering to in the Q2 release, we now support the popular conversational channel LINE, giving marketers a direct way to connect with customers in the channels they use every day and making it easier to turn engagement into conversion.

麻豆原创 Commerce Cloud 

• Central order service: This feature for seamlessly integrates online and offline transactions, paving the way for flexible customer experience scenarios like “buy online, return in store” (BORIS) and “buy in store, return online” (BISRO).
• Availability push: now allows customers to proactively send real-time product availability information to external systems like webshops and marketplaces, ensuring they have the most current stock data without needing to request it.

麻豆原创 Sales and Service Cloud 

• 麻豆原创 Preferred Success: We are empowering our customers to make the most of their 麻豆原创 investments with the . This interactive workshop helps participants pinpoint which processes to optimize, outsource, or remove for the greatest impact. Learn how to identify critical processes, define roles and responsibilities, and establish a sustainable approach to process governance.
• Integration review V2: A comprehensive solution launch checklist for 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud Version 2 integrations ensures successful rollouts and compliance with 麻豆原创 best practices. The checklist systematically evaluates authentication mechanisms, interface configurations, middleware settings, and 麻豆原创 Integration Suite implementation. 

麻豆原创 Enterprise Service Management

Updates to include:

• Case summary enhancements: Sentiment trend and sentiment graph can now be enabled in the interaction summary for additional information on a customer. Internal and external case notes can be configured and used to generate the resolution summary overview.
• Custom services: Gain more flexibility and extend capabilities without modifying the core application. Integrate external functionality into 麻豆原创 Service Cloud V2 with custom services.
• Template visibility and restrictions: Every document is also an opportunity to establish trust. Now you can strengthen document security by limiting template access to those who need it.

麻豆原创 Revenue Growth Management 

New to  are:

• Custom KPIs: Assess the performance of your account and promotion planswith custom KPIs, tracking metrics that suit your planning and reporting processes. Save time by creating KPI profiles to define a set of standard pre-defined KPIs.

• Promotion calendar export to PDF: Reduce uncertainty, lower costs, and build relationships with better alignment on annual promotions and EDLP agreements with customers. Key account managers can now share a promotion calendar and associated promotion details in a PDF file, making collaboration easier and decisions faster.

Trust advantage in AI-powered customer experience

AI is now woven into the fabric of the 麻豆原创 CX road map, guiding how data, processes, and experiences come together. This deep integration sets the stage for a new era of customer engagement, one where intelligence anticipates needs, adapts in real time, and continuously strengthens loyalty at every touchpoint.

Learn more about what is new in 麻豆原创 CX Q3 2025

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• and

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

This makes a lot of sense given that today However, the results aren鈥檛 always matching the hype.

A recent found that while enterprise AI adoption is rising, real impact is often elusive. The reason? Many businesses are still operating with disconnected systems and disjointed data. Without a strong foundation, AI can鈥檛 deliver what it promises.

Siloed systems aren鈥檛 just a technology problem鈥攖hey鈥檙e a business barrier.

The CX Disconnect: When Fragmentation Undermines Intelligence

Too many organizations still rely on a patchwork of tools for customer experience, supply chain, finance, and HR. While these point solutions solve individual challenges, they create friction and disconnect across the business. In an AI-powered world, friction is the enemy.

AI thrives on complete, clean, and . If your marketing, sales, service, and fulfillment teams cannot see the same data in real time, or trust that it鈥檚 accurate, your AI strategy will not be set up to succeed.

With the best intentions to embrace AI in an effort to achieve incredible efficiency, instead, customers will still lose valuable time on manual integration, inconsistent customer experiences, and AI outputs that are only as good as the (fragmented) feeding them. The delightful experience aspirations turn into trust lost and frustration all around.

Modular Innovation, Meet Enterprise Intelligence 

麻豆原创 has reimagined enterprise management with , representing a fundamental shift from traditional ERP systems to a modular, composable architecture that integrates AI, data, and applications into a unified platform.  

Grounded in harmonized, semantically rich data, this architecture allows businesses to make sense of data that has traditionally been scattered across systems and trapped in silos, so AI has the comprehensive data it needs to quickly generate meaningful insights.

麻豆原创 Business Data Cloud (麻豆原创 BDC) with native integration of 麻豆原创 Databricks, serves as a data backbone for business AI. It seamlessly connects all 麻豆原创 data and third-party data and provides integrated governance to enable real-time AI-driven decision making. 听

Companies do not lose precious time locating and preparing data for AI. AI systems work on trusted, contextualized data, not just generic data. This produces accurate, reliable, and actionable AI recommendations that enable organizations to scale AI innovation rapidly across business domains.听

麻豆原创 BDC is the foundation for , 麻豆原创鈥檚 AI copilot that acts as an intelligent orchestrator across the entire business suite. 麻豆原创 BDC ensures that Joule has structured business context for natural language processing and that its outputs are accurate so that Joule can provide always-on assistance to break down silos between business operations.听

For example, when a customer service or sales representative handles a complex order issue, Joule can: 

• Check real-time supply chain constraints

• Respond to RFPs faster
• Personalize the response by pulling in relevant customer history from
• Speed response with automated case routing and research

The results are faster resolutions, happier customers, empowered employees, and incredible business outcomes with less effort and overhead.

CX + AI + ERP = Real Results

Integrating CX AI with core ERP systems enables end-to-end process optimization that was previously impossible with fragmented systems. When CX systems connect natively to back-office systems, organizations gain:听

• Real-time personalization powered by operational data
• Intelligent workflows that prioritize high-value customers
• Predictive insights that help teams act before issues arise

The numbers speak for themselves. According to an , customers using this approach reported these benefits:

• Up to 60% reduction in the number of issues service and support teams deal with due to fewer manual errors, automated self-service support functions, automated self-service, and AI chatbots
• 25% to 50% improvement in time to resolution for issues that did require service or support resources
• 25% to 70% improvement in productivity of digital marketing and customer operations teams
• 50% to 90% improvements in sales team productivity by offloading smaller transactional sales, faster quote generation, and streamlined order management
• 20% to 40% increase in productivity of business operations due to less time spent on invoices, payments, shipments, and returns and more informed decision-making

This is not just incremental change; it鈥檚 enterprise transformation, driven by customer needs and powered by AI.

The Future of Intelligent Enterprise Operations 

Embedded within a composable business suite represents a bright future that takes the possibility of AI and makes it a reality.听

• Businesses can seamlessly orchestrate intelligence across all functions, delivering experiences that feel effortless to customers while optimizing operations behind the scenes.听
• Artificial intelligence won鈥檛 just automate individual tasks, but also orchestrate entire business ecosystems to deliver superior outcomes.听听
• Maintaining enterprise-grade reliability and enabling modular innovation will allow organizations to adapt to changing market conditions while creating competitive advantages.听

With the rise of AI, businesses face a pivotal moment in time. Taking advantage of all that technology has to offer demands more than point solutions and departmental optimizations; it requires unified platforms, complete clean underlying data, and a clear unified strategy.

Jessica Keehn is chief marketing officer of 麻豆原创 Customer听Experience.

Research from multiple industry sources indicates that this isn鈥檛 just an emerging trend — the emphasis on consolidation is growing at an unrelenting pace.

According to ADAPT’s CIO Edge , a comprehensive study of more than 140 CIOs, are planning to consolidate their vendor landscape.

This trend is not just about making minor adjustments to meet market demands; a majority of organizations are targeting a , which represents a significant and fundamental shift in how enterprises approach their technology ecosystems.

The urgency for CIOs to transform their vendor landscape is palpable across all sectors and industries. A of more than 1,000 technology professionals revealed that 90 percent of IT professionals identified software consolidation as a priority, with 73 percent predicting their organizations will continue growing software investments while simultaneously consolidating vendors.

This paradox — expanding capabilities while reducing complexity — defines the modern CIO’s challenge.

The false promise of best-of-breed

This vendor consolidation trend contrasts with movements like the MACH alliance, which  promotes a pure 鈥渂est-of-breed” approach. While its underlying architectural approaches (Microservices, API-first, Cloud-native, Headless) are sound and arguably have become table stakes in the SaaS world, MACH created unexpected challenges for enterprises.

Initially lauded for its flexibility and agility, MACH ended up creating significant complexity 鈥� more than most enterprises can handle 鈥� at a time when they are looking for simplicity more than ever.

The economic reality is stark: fully MACH implementations usually upfront compared to a unified solution that is pre-configured. Companies must consider not only the purchasing of multiple services, but also the cost and time required for employee training and adoption. Running MACH architecture requires people with highly specialized skills in cloud infrastructure, APIs, microservices, and tools designed to streamline development of the user-facing part of a website or web application. The job market for that talent is uber-competitive, even in the age of AI, meaning you’ll need to have the resources to pay them well or else your competitors will.

The hidden costs of fragmentation

Research reveals several critical drawbacks to the fragmented fully best-of-breed  approach:

• Increased complexity: Managing hundreds of microservices becomes exponentially daunting and expensive rather quickly, with system issues potentially impacting multiple services simultaneously. The management and expertise required to oversee such architectures can be daunting 鈥� and expensive. Once system issues are discovered, they could impact numerous services, which requires deep knowledge coordinated across multiple areas of expertise for troubleshooting and debugging. This can make resolution complicated and cost prohibitive.
• Integration challenges: Trying to make connections between services and systems that were not designed to work together requires additional development expertise, which is expensive.听 Incompatibilities between functions like search, customer service, catalog management, and OMS can lead to degraded customer experience and loss of loyalty.
• Security concerns: The beauty of MACH architecture is also the beast: all of the composable microservices, APIs, and cloud offerings represent security risks. Comprehensive security requires consistent implementation across all components, which can be challenging when using solutions from different vendors. Businesses must develop robust security frameworks and governance models to ensure protection across their entire MACH ecosystem.
• Vendor management complexity: Best-of-breed usually means working with dozens of vendors rather than a few, which can add vast complexity to development and customer support depending on the long-term viability of each vendor, which must provide critical functionality for services or tools that could be discontinued or significantly changed in the future.

The strategic advantage of unified platforms

As CIOs prioritize vendor consolidation, 麻豆原创’s approach to “Suite as a Service” or “best of breed as a suite” offers a pragmatic solution that addresses the fundamental challenges of fragmented architectures. Rather than forcing organizations to choose between flexibility and integration, the (麻豆原创 CX) portfolio provides both through a unified yet composable business suite that spans front and back-office operations, in conjunction with a pre-integrated and certified rich ISV ecosystem that allows businesses to compose with intention, wherever this makes sense business-wise.

The flywheel effect: applications, data, AI

The true power of consolidated platforms lies in what 麻豆原创 calls the “flywheel effect.鈥� In this model, applications generate data, data trains AI, and AI optimizes applications. This creates a virtuous cycle where:

• Better data feeds better AI
• Better AI feeds better applications
• Better applications generate better data

This integrated approach is only possible when organizations move beyond siloed point solutions to embrace unified platforms that can leverage the full spectrum of business data. Companies already invested in 麻豆原创 technologies have discovered that a to the data architecture that AI requires.

Quantified benefits: the economic case for consolidation

of 麻豆原创 CX solutions reveals compelling evidence for the vendor consolidation approach:

• Operational Efficiency Gains
  • Faster time to value: Organizations can fully connect and integrate their CX and ERP data in as few as six months
  • Reduced implementation time: Companies avoid roughly 25 to 50 percent of the time and effort required to build integrations from scratch
  • Improved productivity: Depending on job function, customers report 10 to 300 percent improvement in daily productivity
• Cost Optimization
  • Lower total solution costs: While individual solutions may appear cheaper, the holistic end-to-end solution approach is far more cost-effective
  • Reduced maintenance overhead: Organizations can eliminate up to 70 percent of the time required to manage and maintain systems
  • Resource optimization: Companies avoid having to grow teams by up to 2x to support custom development and integrations
• Strategic Advantages
  • Enhanced customer experience: Seamless connectivity between customer and operational data enables superior customer service
  • Faster innovation: End-to-end visibility enables quicker, more informed decisions leading to faster product launches
  • Reduced operational risk: Standard iFlows provide more reliable connections with fewer potential connectivity issues

The AI-driven imperative

AI is driving the consolidation trend as much as the need to reduce costs. AI models demand high-quality, accurate data to be useful. When — often the result of disconnected digital tools — AI efforts fall short of expectations or stall entirely.

麻豆原创’s unified approach addresses this challenge directly. By providing harmonized SLAs, UX, data models, and provisioning across the stack, along with embedded AI via 麻豆原创 Business AI and a unified and semantically rich data layer via 麻豆原创 Business Data Cloud, organizations can fully leverage AI capabilities across domains without the complexity of integrating multiple disparate systems.

The consolidation acceleration

The trend toward vendor consolidation is accelerating across multiple dimensions:

• Seventy-five percent of organizations pursued vendor consolidation in 2022, up from 29 percent in 2020, according to
• that by 2027, 70 percent of organizations will optimize cloud-native application vendors to a maximum of three
• For midsize companies, the average number of SaaS tools in the last two years

The path forward: strategic consolidation

The evidence is clear: 2025 marks a pivotal moment for CIOs. Organizations that embrace strategic vendor consolidation and choose unified platforms over fragmented point solutions will gain significant competitive advantages in operational efficiency, cost management, and AI readiness.

麻豆原创 CX represents the future of customer experience technology 鈥� not as a collection of disparate tools, but as a unified, intelligent platform that can adapt and evolve with business needs. As CIOs navigate the challenges of 2025, the choice between complexity and consolidation will define their success.

The question isn’t whether to consolidate; it’s whether to lead the trend or be left behind.

With 68 percent of CIOs already planning consolidation initiatives, organizations that act decisively on vendor consolidation will be best positioned to win when it comes to the future of enterprise technology.

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

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.

Behind the scenes, retailers struggle to deliver these experiences due to fragmented, outdated, and incomplete data that makes real-time decision-making nearly impossible and hampers engagement, operational efficiency, and, ultimately, profitability.

The hidden costs of disconnected data

When retailers鈥� data exists in silos, the problem is compounded from all angles. With sales, inventory, marketing, and customer engagement data living in separate systems, retailers lack the clear view of customer behavior and business insights they need to respond with critical actions in real time. Lack of context within the data means businesses struggle to extract meaningful insights.

Consider the impact:

• Limited inventory visibility leads to stockouts and overstocks, frustrating customers and eroding profits.
• Lack of real-time insights hinders personalized customer engagement, diminishing loyalty.
• Disconnected operations make omnichannel fulfillment鈥攕uch as buy online, pick up in-store (BOPIS) or hassle-free returns鈥攄ifficult to execute smoothly.

At a moment when retailers must optimize every facet of their business to remain competitive, a unified data strategy isn鈥檛 optional鈥攊t’s essential.

A data-driven future: Turning insights into action

To break these silos, retailers need a unified data foundation鈥攐ne that consolidates insights across all customer touchpoints, enabling real-time intelligence and business agility. 麻豆原创 Business Data Cloud (麻豆原创 BDC), as recently announced, is an integrated solution that can bring data together from all sources, owned and external, to help create a single, trusted source of truth.

With 麻豆原创 Business Data Cloud, retailers can have the total picture of data from sales, inventory, marketing, loyalty, service, and near-real-time statuses of third-party logistics.

With this holistic view, retailers can:

• Enable seamless cross-channel fulfillment, such as buy online, pick up in-store or return anywhere.
• Optimize operational efficiency for everything from intelligent sourcing and promotional planning to inventory visibility and availability across sales channels.
• Personalize customer engagement by leveraging data-driven insights to boost loyalty and increase revenue.

By shifting to a data-first approach, retailers can move beyond managing transactions to driving intelligent, customer-centric experiences for long-term loyalty and growth.

Why physical stores still matter鈥攎ore than ever

Despite the rise of e-commerce, more than 80% of retail interactions still take place in physical stores. Brick-and-mortar locations remain central to the retail journey, yet, as retailers鈥� largest cost center, they also encompass the biggest operational challenges鈥攆rom inventory carrying costs to labor and store operations.

Although today鈥檚 consumers are fluid in how they shop鈥攔esearching products across multiple platforms or buying online and picking up in-store, for example鈥攖hey still expect accurate, real-time visibility into inventory wherever they engage. In this landscape, data is the lifeblood that allows retailers to orchestrate orders, manage workflows, and ensure that customers can trust the information they see. Yet, according to , 51% of U.S. brands say their organization suffers from “dark data,” which is data that is collected but not effectively used.

To remain competitive, retailers must harness real-time transactional insights to optimize store efficiency, maximize revenue, and provide seamless customer interactions.

Bringing it all together: Intelligent order management

Retailers don鈥檛 just need data鈥攖hey also need actionable, real-time intelligence that helps them drive smarter decision-making. That鈥檚 why 麻豆原创 is integrating advanced order management capabilities as part of our broader data-driven customer experience strategy. 麻豆原创 has a long history of helping thousands of retail and B2C customers manage vast amounts of data. Today we鈥檙e tailoring this expertise, trusted by market leaders worldwide, to help meet the scale, flexibility, and time-to-value required by fast-growing organizations.

As part of the bundle, we are launching the 麻豆原创 Omnichannel Sales Transfer and Audit solution today at in Las Vegas, Nevada. This modular, cloud-native solution can empower retailers with real-time visibility into transactions and inventory, helping to reduce friction and improve customer satisfaction. 麻豆原创 Omnichannel Sales Transfer and Audit can unify POS data from multiple systems, process high-volume transactions in real time, and help ensure inventory accuracy across all channels to improve stock availability, financial reporting, and customer engagement鈥攚ithout the burden of complex, custom-built integrations.

Apart from omnichannel sales and audit capabilities, the 麻豆原创 Order Management Services bundle also includes additional modular, cloud-native capabilities including and the . The 麻豆原创 Order Management Services bundle is natively connected with 麻豆原创 S/4HANA, which can enable retail and consumer products organizations and other consumer brands to unlock real-time inventory visibility, streamline fulfillment, and reduce operational costs without complex and costly custom integrations. And, integrated with 麻豆原创 S/4HANA Cloud Public Edition, retail, fashion, and vertical business, announced at NRF earlier this year, the cloud-native capabilities of the 麻豆原创 Order Management Services bundle can be even more scalable, secure, compliant, and affordable, enabling retailers to realize value more quickly than ever before.

Other benefits of 麻豆原创 Omnichannel Sales Transfer and Audit include:

• Seamless POS integration can connect multiple POS systems with different data structures, working to eliminate silos and ensure data accuracy.
• Real-time inventory updates help keep omnichannel inventory accurate so customers can trust what they see online matches what’s available in-store.
• Smarter data processing and configurable data transfer and aggregation help update inventory, financials, and even loyalty programs effortlessly.
• Optimized sales data validation process can automate checks that are executed through configurable workflows.

By embracing a unified data strategy, retailers can eliminate complexity, reduce costs, and unlock new opportunities for growth鈥攁ll while delivering the frictionless experiences today鈥檚 consumers expect.

Hornbach: The future of omnichannel retail in action

For Hornbach, one of the largest DIY stores in Germany, . It needs to be able to add new channels quickly鈥攁nd to maintain a seamless customer experience over all channels. Hornbach adopted 麻豆原创 Order Management Services as a foundation for this vision, enabling the flexibility to address new markets quickly, connect new systems, process orders rapidly and efficiently, and adopt new innovations. With the addition of 麻豆原创 Omnichannel Sales and Transfer Audit, the Hornbach team expects to get more visibility in day-to-day operations, like checking fraud detection and the completeness of transactions.

鈥淭he most exciting thing will be the combination of all these new technologies we鈥檙e seeing: artificial intelligence, event-driven architecture, as well as native cloud solutions,鈥� said Carsten Mueller, head of Enterprise Architecture and Security, Hornbach. 鈥淭he combination will give Hornbach great power in the next year.鈥�

The future of retail is data-driven

The retail industry is evolving at an unprecedented pace, with AI redefining how businesses operate and interact with customers. According to the same 麻豆原创 Emarsys report, 89% of U.S. consumer product marketers believe AI will be essential for engaging new customers. However, the effectiveness of AI hinges on the reliability and accuracy of the data it processes.

Retailers that embrace AI-powered data intelligence will lead the next era of omnichannel excellence. The future isn鈥檛 just about connecting data鈥攊t’s about activating it in real time to drive seamless customer interactions.

To stay ahead, retailers must:

• Invest in AI-driven analytics to predict demand, optimize pricing, and personalize engagement at scale.
• Implement intelligent order and transaction management to automate fulfillment, reduce friction, and improve supply chain agility.
• Leverage AI-powered customer insights to create hyper-personalized experiences that drive loyalty and lifetime value.
• Enable real-time inventory intelligence to ensure products are available where and when customers need them.

As omnichannel complexity grows, brands that fail to unify their data risk falling behind. 麻豆原创 Business Data Cloud and intelligent order management solutions can provide the foundation for a future-proof transformation. As AI continues to evolve, retailers must shift from reactive decision-making to proactive, predictive commerce, where every transaction is optimized for efficiency and profitability.

The future of retail is here. Those who harness AI to unify, analyze, and act on their data will define the next generation of customer experience and retail success. I鈥檓 excited to partner with companies navigating this transformation and empower them to seize new opportunities for success.

Want to learn more? Stay tuned to see how leading retailers are leveraging 麻豆原创鈥檚 data-driven approach to optimize their operations and stay ahead of the competition and learn more about .

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

Plenty of people have started a business in their garage. Few have chosen the laundry room of their parents鈥� clothing and home textiles store. But that is exactly what Kurt Ernsting did in 1967 when he set up minipreis, a low-price fashion shop that would later become a household name throughout Germany. Today, with its award-winning online presence and some 1,925 stores in Germany, Austria, and the Netherlands, Ernsting鈥檚 family鈥攁s the fashion chain is now known鈥攊s one of western Europe鈥檚 largest omnichannel clothing retailers.

Cloud-based pricing process

鈥淏ecause we aim to create seamless shopping experiences for our customers, we鈥檝e already been following an omnichannel strategy for a while,鈥� explains Hans-J枚rg Blaeser, director of Technology & IT Services at Ernsting鈥檚 family. 鈥淭his is why ensuring uniform pricing across all sales channels was the next logical step for us鈥攏ot least because we were redesigning our online shop and needed a new pricing engine and campaign management tool anyway,鈥� adds Dennis Re脽mann, head of Software Engineering at the company.

The fashion retailer opted for a cloud-based omnichannel pricing solution. 鈥淭he cloud architecture allows you to manage price queries centrally across all channels, use intelligent mechanisms to fine-tune price promotions, and integrate new stores and touchpoints with ease,鈥� says Patrick Pierron from implementation partner CAS.

Two components, one award-winning solution

The solution at Ernsting鈥檚 family consists of two main components. One is the omnichannel pricing solution itself. This is based on , which helps ensure consistent and uniform pricing across all customer touchpoints, such as online shops, brick-and-mortar stores, and customer and 鈥渆ndless shelf鈥� apps, even when Internet connectivity breaks down.

鈥淲e operate a dense network of stores, so we are far from immune to this modern-day reality,鈥� says Nils B枚hmer, senior IT coordinator for Sales at Ernsting鈥檚 family. Lines can be damaged during construction work, routers can fail, and LTE coverage can be patchy, so there are a number of compelling reasons for having offline capabilities. Ernsting鈥檚 family therefore uses local PPS (promotion pricing service) boxes, which are offline derivatives of the cloud solution. 鈥淭hese PPS boxes synchronize regularly with the cloud-based omnichannel pricing solution,鈥� Pierron says. 鈥淭his means that stores always have the latest prices and can process sales even when the Internet is down.鈥�

The second component of the new omnichannel pricing solution is a reduction tool. Based on consenso鈥檚 price engine, this tool manages price reductions dynamically according to local conditions, sales figures, and inventories鈥攔ight down to individual store level. According to Philipp Borgmann, senior team lead for IT Merchandising, and Marcel Ruholl, managing partner at consenso, 鈥淭his pays off in two ways. First, the system-driven price proposals have a positive effect on the balance sheet. And second, fewer stock transfers mean a lower carbon footprint.鈥�

Seamless interaction

Another benefit of the Ernsting鈥檚 family solution is the way it seamlessly integrates the reduction tool, 麻豆原创 Omnichannel Promotion Pricing, and 麻豆原创 ERP. Price reductions calculated in the tool are automatically transferred to the central 麻豆原创 system and distributed in real time to all the stores and to the online shop through 麻豆原创 Omnichannel Promotion Pricing. 鈥淭his is the best possible foundation for dynamic, error-free, and hyper-personalized pricing in real time,鈥� says Philip Konitzer, head of Industry Division Retail in 麻豆原创 Customer Services & Delivery Germany. During the project, he and his team were on hand to answer questions about the functions and performance of the 麻豆原创 components.

Key elements of success

Despite being highly complex, the new omnichannel pricing solution went live quickly and without incident. The implementation partners who worked on the project attribute this largely to the company鈥檚 transparent and effective approach to change management. 鈥淎ll the stakeholders鈥攆rom operational and strategic teams to management鈥攚ere fully on board from the get-go,鈥� Pierron recalls. This made it possible to define all the relevant requirements during the preliminary study, compare them with the capabilities in the 麻豆原创 products, and identify the necessary adjustments at an early stage. Some of these were co-innovated with 麻豆原创 and incorporated into the standard 麻豆原创 Omnichannel Promotion Pricing solution; others were developed exclusively for Ernsting鈥檚 family in 麻豆原创 Business Technology Platform (麻豆原创 BTP).

鈥淭he way the project participants interacted was exemplary,鈥� says Ernsting鈥檚 family project lead Mark Dinkhoff, head of IT Projects. And the proof is there for all to see: the solution is stable and running smoothly in both the online shop and at the company鈥檚 more than 1,900 stores in Germany and Austria. As part of its international expansion strategy, Ernsting鈥檚 family opened six new stores in the Netherlands at the end of last year. The roll-out went smoothly there too, confirming that the company鈥檚 award-winning omnichannel pricing solution is not only technically robust, but suited to international markets as well. This is great motivation for Ernsting鈥檚 family to push ahead with its expansion plans.

This was first published on the German 麻豆原创 News Center.

From the customer鈥檚 side, this experience could affect the reliability of future purchases. It could make them think twice before shopping there again, especially if they already had concerns about the difficulties in completing transactions. From the company鈥檚 perspective, a website outage implies significant losses, such as direct revenue loss due to a main sales channel being shut down, and a loss of organizational trust, potentially driving customers to competitors.

In retail and e-commerce business, customer experience is paramount. A company whose e-commerce frequently experiences downtime could receive a negative market reaction from investors.

These experiences highlight the importance of robust support readiness programs, especially during holiday seasons when businesses strive for more sales and revenue through their digital platforms. With customer expectations at an all-time high, businesses need reliable, scalable, and innovative solutions to deliver exceptional shopping experiences. Proactive support measures can considerably reduce system failures during peak times, which not only reinforces customer satisfaction but also protects organizational trust and revenue. 麻豆原创’s holiday support readiness program is designed to address these needs. It offers a strategic, data-driven approach to help businesses thrive during peak periods.

The holiday support readiness program is a customer experience program by 麻豆原创 to help safeguard and establish strong support for digital commerce and retail customers during high shopping times. Key features of the program include:

• 鈥�Comprehensive coverage: It can cover events ranging from Singles Day in China and El Buen Fin in Mexico to Black Friday, Cyber Monday, Christmas, and New Year鈥檚.鈥�
• Extensive participation: Last year, 143 customers with 200 tenants used 麻豆原创鈥檚 holiday support readiness program to navigate the holiday rush successfully.鈥�
• Early preparation: Preparation begins 4鈥�6 months in advance, involving collaboration among customer support, cloud operations, and product engineering teams.鈥�

The focus on customer experience has increased due to the expansion of interfaces through which customers interact with companies. , 70% of respondents bought products or ordered services electronically in the preceding 12 months. For corporations, this online influx depicts a figure of more than . To approach these complexities, companies have steadily turned to advanced technologies such as artificial intelligence (AI) to strengthen their support systems.

In 2024, 麻豆原创 introduced a preventative care model under the transformation blueprint, aimed at delivering predictive, proactive, bi-directional support integrated with AI-driven insights and automation, allowing teams to predict potential problems and address them before they impact customers鈥攁nd potentially millions of users. 麻豆原创鈥檚 proprietary AI tools are deployed to help streamline support processes, enhance operational insights, and enable predictive and proactive engagement.

This represents a pioneering shift in the industry, positioning 麻豆原创 as a front-runner in AI-driven, predictive, and proactive support solutions.鈥疶he model provides a comprehensive, 360-degree customer support profile, helping to accelerate issue detection and anticipate potential problems, with AI-integrated features like a virtual support assistant, resource and鈥痺eb traffic predictions, a鈥痳ecommendation engine, case history analysis, issue correlation, and pattern recognition.

To operationalize this model, 麻豆原创 leverages collaboration approaches among product engineering teams, cloud operations鈥攄atabase administrators and technical operations managers鈥攖echnical support, and mission-critical teams to convey comprehensive case analysis reports and detailed recommendations and action plans for each customer. This can allow 麻豆原创 to identify and resolve future issues before customers are affected, helping to reinforce system stability during peak sales periods. For example, the proactive support process for the 2024 Black Friday and Cyber Monday sales events involved holistic health checks for over 143 customers鈥痑nd 200 production environments, setting a new standard in holiday readiness.

When aligned with the organizational strategy, a support program can foster a more positive customer journey, resulting in improved customer loyalty. “The holiday support readiness program isn’t just about managing the current peak; it’s about preparing for the next one. Our focus on preventative, AI-driven support means that our customers can focus on their business, not on system stability,” says Stefan Steinle, executive vice president and head of Customer Support & CLM at 麻豆原创.

For enterprises, joining the holiday support readiness program can also offer the following advantages:

• Minimize downtime: It helps ensure e-commerce platforms are ready when it matters most.鈥�
• Optimize performance: It uses AI and automation to help maintain peak system health and customer satisfaction.鈥�
• Stay ahead: Proactive monitoring and predictive support help keep organizations one step ahead of potential outcomes.鈥�

Looking forward, preparing for upcoming retail peak seasons cannot be overstated. 麻豆原创 Sapphire in 2025 will hold dedicated sessions to help ensure customers are well-equipped for these challenging periods. From live demos to expert interactions, attendees will be able to witness firsthand how 麻豆原创’s tools help keep businesses running smoothly and engage directly with solution experts.

Our commitment at 麻豆原创 Sapphire in 2025 is to equip customers with the knowledge and tools needed for uninterrupted success during every peak period. The holiday support readiness program is about turning challenges into opportunities for growth. With these resources, businesses will be better prepared to face uncertainties and use favorable circumstances in demanding times, ensuring sustained development and customer satisfaction.

Don’t wait until the next holiday season to find last-minute solutions. Be a part of the holiday support readiness program now and secure your business’s performance for future peak sales periods.

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.

As a leader in customer success and product experience software, Gainsight enables 麻豆原创 customers to align sales and customer success efforts, delivering a seamless customer experience that boosts retention and drives revenue growth.

By integrating 麻豆原创 Sales Cloud and Gainsight Customer Success, organizations can orchestrate connected customer journeys, leverage AI-powered automation, standardize workflows, and enhance strategic account planning, among other benefits. 

This partnership seeks to redefine and enhance enterprise customer success strategies while reinforcing 麻豆原创鈥檚 commitment to intelligent CX.

To develop an effective customer program, organizations need the capability to integrate relevant data and intelligence. With a composable, plug-and-play framework approach in 麻豆原创 Sales Cloud, organizations can seamlessly access and integrate Gainsight data within the 麻豆原创 Sales Cloud solution, harmonized with the data and intelligence.  

What does this partnership mean from Gainsight鈥檚 perspective?

“Gainsight has helped more than 2,000 companies, including many of the world鈥檚 top brands across industries, transform their operations and prioritize customer retention and growth,” said Chuck Ganapathi, COO and President at Gainsight. “Now, by delivering Gainsight鈥檚 unique human-first AI capabilities to 麻豆原创 Sales Cloud, we鈥檙e empowering our joint customers to spend less time on administrative work and more time focusing on their clients. And this is just the beginning 鈥� we鈥檙e looking forward to deepening our collaboration with 麻豆原创 and driving even more innovation together.” 

The integration offers comprehensive insights into the customer journey, accessible to both sales and customer success teams within a single platform. A 360-degree customer view along with real-time data analysis and automated workflows and playbooks enable teams to proactively act on customer risks and expansion opportunities. It empowers the sales team to enhance and expedite the sales cycle, while enabling the customer success team to expand post-sale engagement strategies.  

It鈥檚 also important to myself and my team to have a pulse check on the market, collaborating and validating with our user community, partners and industry analysts.

鈥淐ustomer success is a strategy that requires data, intelligence and analytics to be successful,鈥� explained Liz Miller, vice president and principal analyst at Constellation Research. 鈥溌槎乖� and Gainsight are bridging the gaps that can form across the customer, revenue, and success ecosystem by intentionally bringing success data together with market intelligence to accelerate decision velocity and action. This partnership is focused on centering success on the customer by expanding the scope and scale of intelligence where sellers and successful leaders work.鈥�  

To put this all into context, let鈥檚 say a manufacturing company wants to increase customer retention and capture untapped revenue opportunities. Through this partnership, customer success managers can develop and align tailored customer goals and success plans with customized engagement and support strategies, expanding upsell and cross-sell opportunities. At the same time, sales reps can utilize in-depth data, such as customer satisfaction levels, and product usage patterns to refine and improve ongoing and future sales cycles.   

The 麻豆原创 and Gainsight integration .

Ritu Bhargava is president and chief product Officer of 麻豆原创 CX and Industries.

That is why 麻豆原创 is always developing new partnerships and integrations to continue providing value to CX customers. 

The integration between 麻豆原创 Order Management Services and ChannelEngine, a global leader in marketplace integration and management software, is the next step in this journey.

By leveraging 麻豆原创 Order Management Services, a central hub for unified customer transactions, and incorporating AI-enhanced integrations, ChannelEngine is enabling merchants to augment the order and inventory management process for third-party marketplace selling. This enables merchants to automate and optimize third-party marketplace operations, increasing their revenue and profitability. 

What does this mean for 麻豆原创 customers?

鈥淥ur direct integration allows 麻豆原创 Order Management Services users to seamlessly activate over 950 new sales channels and reach international markets,鈥� said Jorrit Steinz, CEO of ChannelEngine. 鈥淏y incorporating AI-driven automation into our platform, we鈥檝e taken a pivotal step toward simplifying global unified e-commerce. This collaboration enables merchants to harness the immense potential of third-party online marketplaces, driving efficiency and scaling opportunities while capitalizing on the built-in trust and vast customer base of these platforms.鈥� 

By having a centralized view of e-commerce operations across first- and third-party channels through reporting, analytics, and insights into sales performance and marketplace KPIs, merchants can target consumers with precision and drive customer loyalty. Additionally, this integration enables merchants to streamline their e-commerce operations, accelerate time-to-market, and participate in a broader range of marketplaces. 

Analysts also understand this need to align inventory management and marketplace connectivity due to an increasingly fragmented e-commerce environment.

鈥淭he fusion of order management technology with third-party marketplace integration solutions marks a strategic move for enterprises seeking to optimize operational efficiency and expand their market presence,鈥� explained Heather Hershey, Research Director for IDC. 鈥淭his approach enables businesses to manage complex sales channels while leveraging the advantages of AI-driven insights to better meet customer demands.鈥� 

The ChannelEngine marketplace integration platform , the online marketplace for 麻豆原创 and partner offerings.

Ritu Bhargava is president and chief product Officer of 麻豆原创 CX and Industries.

Fernet-Branca originated in Italy in 1845 as the creation of herbalist Bernardino Branca, who intended it as a medicinal digestif. Produced from a secret recipe of herbs, flowers, roots, and spices 鈥� thought to include saffron, rhubarb, myrrh, and artichoke 鈥� the drink remains popular for its many curative properties.

While the strong bitterness and unique flavor is arguably an acquired taste for most, sales of Fernet-Branca remain robust for global producer Fratelli Branca Distillerie, headquartered in Italy with production plants in both Italy and Argentina and from there they export to other countries.

Gaston Vega, director of IT at Fratelli Branca Distillerie in Argentina, summarizes the brand鈥檚 success: 鈥淚n the last three years, counting until 2023, Fratelli Branca has been exceeding the sales level every year 鈥� meaning that each year of the last three, from 2021 to 2023, was a record.鈥�

But with such success comes pressure to meet rising demand. For many years, Fratelli Branca in Argentina relied on a patchwork of outdated tools and time-consuming manual methods for its customer relationship management (CRM). To become a world-class, sales-driven organization, Fratelli Branca needed to carry out a digital transformation to modernize and automate its CRM processes for improved efficiency. But first, it urgently required an internal champion who could devote time to investigate the technology market and introduce new digital solutions. Vega, who had only recently joined the company in 2022 after many years in the consumer products industry, came to a disquieting realization: 鈥淚n the mass consumption sector, the truth is we were quite behind,鈥� he says. 鈥淭here were many opportunities for automation, digitalization, and technology modernization.鈥�

Valuing a Tradition of Continuous Innovation

For more than 175 years, Fratelli Branca has honored the company motto 鈥�Novare serbando鈥� 鈥� a Latin phrase that means to keep innovating while respecting tradition. This commitment to continuous innovation is evident in the broad portfolio of premium beverages that the company produces, including many brand-name brandies, liquors, vermouths, vodkas, and whiskies.

Now it was time for the sales organization to champion this commitment to innovation through its digital transformation. Would the team be ready for a new way of working? Yes, Vega says: 鈥淲hen I raised the idea of implementing a CRM, I had the unconditional and absolute support of the sales director and the entire commercial area.鈥�

With key stakeholders in agreement, Fratelli Branca evaluated a range of CRM solutions on the market. It chose 麻豆原创 based on best performance, value, and ease of integration with the organization鈥檚 existing 麻豆原创 enterprise resource planning software. 鈥� solutions won in that bid for different reasons: first, we liked the application better, for cost, for different reasons,鈥� Vega says, explaining that 鈥渂asically, the need arose from automation. Many very manual processes were being done here. The sales order system was obsolete, almost unsupported. That was why we looked for an application like this.鈥�

The sales team participated in the demo sessions and asked detailed questions to gain an in-depth understanding of how the new 麻豆原创 solution could enhance productivity. 鈥淚t is an application that they really liked from the first moment,鈥� Vega says. 鈥淭hey thought it was super agile, super versatile, and that it was going to bring them many benefits. Reducing their manual and administrative tasks meant that they gained productive time. So, that’s a very big benefit.鈥�

麻豆原创 Sales Cloud: Optimizing Each Customer Interaction for Improved Profitability

is an advanced CRM solution that helps sales-driven organizations maximize customer interactions and profit margins simultaneously. Using a data-driven approach, the solution expedites a comprehensive strategy to help optimize sales, customer service, and marketing operations. The integration of AI features can enable sales representatives to turn data into actionable insights to help enhance customer engagement, drive customer retention, and ultimately increase sales.

麻豆原创 Sales Cloud鈥檚 success can also be attributed to its versatility and adaptability; it can be seamlessly integrated into an organization鈥檚 existing IT infrastructure without interrupting routine workflow.

Dynamic and Strong Support Drives Project Success

To ensure project success, Fratelli Branca chose global consultancy , an 麻豆原创 partner with a proven track record in helping clients accelerate value from digital transformation of core technologies. The work chemistry with Avvale was an important consideration, Vega says: 鈥淲e have a great dynamic with them. They are people who understood very well what we needed and did not try to go a different path. They recommended things to us; we adopted them. So, that was the first milestone.鈥�

Also, 麻豆原创 continued to monitor the project鈥檚 progress, so Fratelli Branca was never alone or stuck for answers. 鈥溌槎乖� obviously sold us the product, it sold the licenses, but it never stopped accompanying us in the implementation,鈥� Vega says. 

With a strong team and stakeholder support, the implementation of 麻豆原创 Sales Cloud, including the platform, proceeded quickly, so that within five months, Fratelli Branca was ready to introduce the new CRM solution to the sales team. The implementation team knew that selecting highly motivated key users would be necessary to ensure acceptance and spur adoption. 鈥淲hen you bring a new tool that no one knows about, finding the key user who is your internal partner is essential,鈥� Vega says. 鈥淟uckily, we had that commitment on the side of the key users.鈥�

Real-Time Data Access with Mobile-Ready Solution

With a host of powerful capabilities for sales teams, 麻豆原创 Sales Cloud offers a mobile-ready solution to help meet the needs of a remote and traveling workforce, meaning that salespeople can have immediate access to critical data and analytics from anywhere. For the sales team at Fratelli Branca, access to real-time information while in the field has been a game-changer.

With sales coverage responsibility for the entirety of Argentina 鈥� from rugged Patagonia in the south to the wine-growing region of Cuyo in the west and the sunny wetlands of the Argentine Littoral in the northeast 鈥� Fratelli Branca鈥檚 sales team is on the go to meet customers, take sales orders, check invoices, and monitor sales progress. Now equipped with tablet computers and mobile phones, the team is achieving new levels of efficiency, as they can better perform their work in the field. 鈥淸It鈥檚] everything that a CRM gives you and in a super agile way,鈥� Vega says. 鈥淚magine that we went from almost prehistory to modernity.鈥�

Fratelli Branca continues to evolve its use of the new digital solution to further automate sales processes and eliminate onerous manual and repetitive tasks. One of the features it plans to implement is a survey module that can save photographs at the point of sales 鈥� usually a bar or restaurant 鈥� and gather important sales-related information about pricing and competitor data.

Overall, Vega describes the adoption of 麻豆原创 Sales Cloud as 鈥渟uper positive, with always good positive comments. The truth is that I never had a complaint.鈥� He notes that previously the 鈥渟ales team was manual and today they are digitalized; you clearly notice that the sales team and the directors value precisely this greater efficiency [from] having digitized certain processes.鈥�

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Carsten Mueller, head of Enterprise Architecture & Security at Hornbach, explains how 麻豆原创 Order Management Foundation helps the do-it-yourself retailer offer a seamless experience across multiple channels from online to in-store.

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While fans enjoy action-packed games, the service in the stadiums also plays a crucial role. Food and drinks are an important part of the stadium experience, and smooth processes are essential for this. Fans want to get their favorite snacks and drinks quickly so they don’t miss a minute of the game. Efficient service not only ensures satisfied visitors but also contributes to the overall mood and atmosphere in the stadium.

This means that the behind-the-scenes systems for orders and payments must function flawlessly. Fast and reliable checkout systems are essential to avoid long queues and serve fans in the shortest possible time. A smooth transaction process helps fans enjoy the action on the field without interruptions.

麻豆原创 Technology Drives Smooth Processes at the Stadiums

麻豆原创 is also part of the action. , an integrated point-of-sale application for the gastronomy and retail industry, helps ensure that the fans’ catering runs smoothly and efficiently. The application is in use at four venues of the championship: Munich, Stuttgart, Duesseldorf, and Cologne, where it has already proven to be effective at numerous events.

The application is designed to serve a large number of fans in the shortest possible time, even during high visitor traffic periods. Its efficiency has been successfully demonstrated not only in football stadiums but also at large international events such as EXPO 2020 in Dubai. The payment flexibility in 麻豆原创 Customer Checkout can also be a great advantage, allowing international visitors in particular to pay with Alipay, Apple Pay, or other options.

Caterers at the Venues Rely on 麻豆原创

The catering providers in Stuttgart, Duesseldorf, Cologne, and Munich already use 麻豆原创 Customer Checkout and are delighted with the results. Michael Fichtner, CIO of FC Bayern Munich Digital & Media Lab, says: “We have been relying on 麻豆原创 Customer Checkout at the Allianz Arena in Munich for years and appreciate the speed, reliability, and variety of payment methods available. We are also expecting numerous international visitors during the European championship and trust that 麻豆原创 Customer Checkout will ensure smooth processes.”

The use of 麻豆原创 Customer Checkout at the 2024 tournament is also a significant milestone for 麻豆原创. “We are excited to be part of the European championship, the biggest football event of the year in Germany, and to optimize processes for fans, cashiers, and caterers with 麻豆原创 Customer Checkout,” says Fadi Naoum, senior vice president at 麻豆原创 Sports and Entertainment.

This article first appeared on the German 麻豆原创 News Center.

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.