In the area of ​​the customer experience, a single interaction can lead to a competitive advantage being obtained or lost. And long -term customer loyalty – to move customers to return – is a continuous challenge.

Every touchpoint in Customer Journey offers an opportunity to create added value, gain trust and build relationships. But to offer customers a convincing experience, adjustments to developing trends and expectations are required. And this requires a networked approach in which people, data and systems are considered.

That is exactly what Release Q2 2025 of the portfolio SAP Customer Experience (SAP CX). Whether in the customer approach, process optimization or employee support – this release enables fast, personalized and pleasant experiences on a large scale. The new version uses AI technology and harmonized data to optimize the entire customer life cycle. From the first contact to long -term growth, it offers seamless and valuable experiences in the areas of service, sales, marketing, trade and consumer goods industry.

The highlights of the Q2 releases from SAP CX

Every interaction counts

Everyday moments become memorable experiences when every step of interaction runs smoothly, relevant and pleasant for the customer. With this release, users are able to not only meet customer requirements, but also to strengthen customer confidence and loyalty at every contact point.

SAP Service Cloud

SAP Commerce Cloud

• B2B self-service portal: Increase customer satisfaction and reduce the service volume with this scalable, easy to implement Self-service solutionthat is available around the clock. B2B customers can view order status, invoices and delivery updates-regardless of how the order was abandoned.
• Ai shopping agent: Tie customers in real timeto increase your conversion rate and promote growth. With input requests and natural everyday language, the agent leads the product search and enables in-chat actions such as adding to the shopping cart and displaying order and shipping details.

SAP Emarsys

• Extensions For mobile wallet
  • segmentation: Combine wallet and customer data to address the right people, for example to regain those who have recently been interacting with mobile wallet campaigns.
  • More provision channels for wallets: You can reach customers everywhere via the new Mobile Inbox and Mobile Push.
  • Pass notifications: Automatic real-time notifications on the lock screen enable spontaneous interaction with mobile wallet users or certain target groups to increase the probability of conversion.
• WhatsApp Template Messaging: Automate unilateral WhatsApp messages Like advertising offers or updates to the order status using Rich Content, personalization and multilingual functions of SAP Emarsys.
• Conversational messaging for WhatsApp ((SAP-EARLY-adopter program): Offers the possibility to use the answers to the contacts lively WhatsApp conversions in real time to lead.

Intelligent scaling, acting more successfully

Two things are crucial for sustainable growth: operational efficiency and a seamless customer experience. The new version links uniform data with the core processes and offers AI-based knowledge. This optimizes internal processes, increasing scalability and enables a differentiated customer experience.

SAP Commerce Cloud

• B2B self-service portal: Offer your customers transparency without signing full commerce. Skalize when you are ready without data migration or platform change. Take this SelfService portal available around the clock For B2B customers in just a few weeks-with partner packages that simplify setting up and shorten the time until added value. The portal was developed as an ERP add-on and connects directly with backend systems to present order and invoice data in real time. This relieves customer support and increases customer satisfaction, since customers can access precise information independently at any time. Immediate compatibility with SAP S/4HANA and SAP Cloud ERP means that the portal can be set up quickly, requires less IT effort and is flexible in the long run.
• Open Payment Framework: By supporting B2B transactions and workflows Uniform and reliable payment processes are guaranteed. Integrated security and validation functions ensure a better purchase experience, shorter market launch times and thus enable more successful sales (conversions).

SAP Sales and Service Cloud

• SAP Preferred Success Services Navigator: Faster added value and maximum profitability of your investments in SAP with services navigator for implementations of SAP Sales Cloud and SAP Service Cloud version 2. The Services Navigator is part of the SAP Preferred Success support offer and is available for SAP Customer Experience solutions. It helps users to optimally use their subscription from SAP Preferred Success. In every project phase, he supports you to determine the services relevant to you and to reconcile the support offers with project goals and schedules to improve business results, to speed up the introduction and to minimize risks.
• SAP Enterprise Service Management: Simplified the processing and lowers the costs of internal problem solving – thanks to a uniform service provision. The immediate integration of SAP Enterprise Service Management in SAP Business Suite applications is possible and structured inquiry management. Silos are broken down and the efficiency in the provision of services is improved – in finance, human resources, marketing, facility management, sales, support and other areas.

SAP Revenue Growth Management

Innovations in SAP Revenue Growth Management in the 2nd quarter of 2025:

• Fund management: Win control over trade expenses. Manage funds to ensure that advertising budgets are optimally allocated and monitored.
• Analysis dashboards: With the analysis dashboards from SAP Analytics Cloud embedded in SAP Revenue Growth Management, you will receive quick access to planning data and insights into the profits or losses realized with individual advertising campaigns.

Faster benefits with AI

Over the entire customer life cycle, integrated AI-supported functions and autonomous AI agents help to make faster decisions and achieve better results. With this new version, service teams can interact faster and more intelligently and reliably scale their capacities.

SAP Sales Cloud

• Sales Order Summary: Sales manager received Relevant information Like price changes, product alternatives and the likelihood of punctual delivery. These insights enable you to improve accuracy and increase profitability.
• Dubletten exam for customers: Provides the quality of the customer data sets and reduces the manual effort caused by redundant data. The duplicating test for customers uses AI to to determine potential customer assets . Users have clean, precise data records that enable personalized interactions.

SAP Service Cloud

• Registered Product Summary: Enables clerks Full overview About the service history of a product. In this way, standard service calls can become strategic discussions.
• Business Information Extraction: Extracted important data with the help of AI From unstructured documents and convert them. These insights help to gain clarity over the next steps.

SAP Emarsys

Innovations that connect everything together

These innovations help to offer and increase loyalty, growth and operational agility at each contact point more intelligent, networked experiences. And since they are adaptable and scalable, increase customer benefit for a lifetime.

More information

Balaji Balasubramanian is President and Chief Product Officer from SAP Customer Experience