Transforming Customer Engagement with AI: What’s New with SAP Customer Experience in Q4

The Q4 2025 SAP Customer Experience (SAP CX) takes personalized engagement and operational intelligence to the next level, embedding out-of-the-box AI agents, predictive insights, and advanced loyalty tools across the SAP CX suite. From conversational Digital Service and Shopping Agents that seamlessly drive interactions to low-code AI agent creation with Joule Studio, this update empowers teams to accelerate decisions, elevate customer journeys, and build lasting loyalty while boosting productivity.

Explore the latest innovations shaping the future of customer experience.

Learn more about the latest release

Agentic AI Is Reshaping Commerce

Explore how agentic AI, intelligent systems that act on shopper intent, is transforming every stage of the commerce journey: from discovery and payments to fulfillment, returns and long-term trust. 

Insights from NRF 2026 reveal why product data, seamless payments, and loyalty strategies must evolve as AI agents begin to research, decide, and even complete purchases on behalf of customers. Jump into the future of commerce and learn how your business can build the foundations for success today.

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Rethinking Retail Success in the AI Era

As artificial intelligence reshapes how consumers discover and buy products, the latest insights reveal that data foundations, not storefronts, are what set leading retailers apart. With AI agents increasingly mediating discovery and purchase decisions, retailers must break down data silos and harmonize product, inventory, and offer information into real-time, actionable insights. Strong, accessible data enables consistent discovery, accurate availability, and personalized experiences, helping retailers stay competitive as the AI-driven economy evolves.

Explore what’s next in retail

2025 in Review: How SAP CX Delivered Intelligent, Connected Experiences Across the Enterprise

In 2025, SAP Customer Experience solutions brought a wave of innovations that helped customers reimagine engagement, streamline operations, and accelerate growth. From AI-powered agents and predictive insights in Commerce Cloud, Sales Cloud, and Service Cloud to enhanced automation in Enterprise Service Management and intelligent campaign tools in Emarsys, every release delivered smarter, more connected experiences. These advancements reinforced unified data flows, elevated personalization at scale, and empowered teams to work faster and with greater impact.

Explore our full year-in-review recap to see how these innovations can help your organization unlock deeper customer loyalty and business value: 

• SAP Commerce Cloud and Consumer Industries
• SAP Sales Cloud, 
• SAP Service Cloud
• SAP Enterprise Service Management
• SAP Emarsys

The Customer Experience Leaders' AI Playbook: The Secrets to Your Success

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Replay: The Future of Loyalty: Insights Shaping the Next Era of Customer Connections