SAP Customer Experience: What’s new in Q1 2026

Customer experience has entered a decisive new phase.

AI is no longer the only differentiator. What matters is where intelligence works within your business. As demand becomes more volatile, fulfillment times tighten, and customer expectations rise, organizations need more than insight and task assistance. They need intelligence about quotes, product content, service interactions, and campaigns to guide their decisions and continually adapt as conditions change.

This transition lays the foundation for a new generation of executive AI. Its capabilities evolve from supporting users to actively monitoring flows, anticipating risks, and acting as an intelligent agent within core customer-facing processes over time.

With the Q1 2026 release of SAP Customer Experience solutions, SAP is driving this change by bringing AI closer to everyday customer-facing operations across sales, service, commerce, and engagement. Intelligence now works closer to where outcomes are realized, helping organizations protect revenue, reduce friction, and deliver consistent, trusted experiences at scale.

Optimize your revenue streams with confidence

Revenue is more reliable when customer intent is understood early and executed consistently across sales and commerce workflows. Execution relies on speed and accuracy, including accurate product information, relevant content, and seamless handoff from inquiry to quote generation. When disconnected, teams face delays, manual rework, and missed revenue opportunities.

From customer inquiries to quotations

Send us an email to receive a quote using AI: Automatically add SKUs from deals using opportunity and email data using the Microsoft Outlook Add-in for SAP Sales Cloud. Users can choose to generate a quote, which is quickly created in SAP Sales Cloud with just a few clicks. After review, sellers can press send. It’s that simple.
Deep investigation: Accelerate account planning and reviews by integrating data from SAP Sales Cloud and SAP Service Cloud with external market intelligence. For example, our deep research feature can provide a detailed overview that you can use to better understand your account, its industry, and other important information such as news and SWOT. Sellers will be able to more effectively engage with prospects and buyers, and customers will be provided with more relevant and personalized information.
Product description media attachments: Use AI to extract details from product documentation such as manuals, specifications, and PDFs to automatically generate or enrich product descriptions in SAP Commerce Cloud. This accelerates catalog updates and improves the quality of product data, providing shoppers, search engines, and agent commerce with a wealth of the most accurate product descriptions, ensuring product descriptions are well-described, differentiated, and discovered.

Under deliveryreliableService atscale

Digital Service Agent HandoffFor case creation:Conversational AI connects every step of the service journey, from self-service to on-site resolution, empowering service teams to resolve customer issues faster and deliver personalized service engagements that build trust. Digital Service Agent uses conversational cues to summarize intent identification for ticket creation while capturing critical information needed for handoff to underlying solutions such as SAP Service Cloud.
agent inbox : Provide your service teams with a single real-time command center in SAP Service Cloud, consolidating cases, tasks, and service orders into a single view and providing visual workload insights, so agents can prioritize faster, understand commitments, and resolve more issues per day.
retail intelligence(SAP Early Adopter Care): Announced at NRF, Retail Intelligence delivers a single, closed-loop, AI-powered retail supply chain planning environment that connects planning, execution, and engagement. As a result, teams of humans and agents not only perform tasks, but also reimagine strategies, rethink retail supply chain plans, and master autonomous growth and lasting differentiation.
For more information, see the SAP Sapphire session.

Coordinating engagement across the customer lifecycle

Customer engagement spans browsing, purchasing, fulfillment, and service across multiple channels. SAP CX connects engagement directly to operational context.

SAP Engagement Cloud leverages connected customer and operational data that is fully integrated across SAP to deliver personalized, AI-powered communications and interactions across all channels. Your team can deliver consistent, intelligent engagement that builds loyalty and drives business impact.

AI-assisted report builder (SMS channel support): Extend conversation analysis to SMS campaigns. New data context models narrow your analysis to the right datasets and provide faster, more accurate answers to natural language questions like “What was my SMS revenue last month?”

AI segments for mobile push: Predictively identifies contacts who are likely to engage, become inactive, or remain inactive over the next 30 days, so marketers can target outreach with the strongest results.

Accelerate transformationandofadvanced success planFor SAP CX

To support customers in their transformation efforts, SAP has launched a new Advanced Success Plan in the SAP service and support portfolio. This allows customers to increase the value of individual applications, accelerate cloud transformation across SAP Business Suite, and enable new innovations and consistent adoption of SAP Business AI.

Extended with additional SAP CX solutions such as SAP Enterprise Service Management and SAP Sales Performance Management, this advanced product consists of three powerful elements:

Success Expert: Regular SAP expertise that drives strategic customer outcomes
Deployment guidance: Structured AI-driven enablement to accelerate adoption
Activation and Optimization Services: Practical services to maximize performance and effectiveness

To learn how new service offerings can further unlock the transformative value of SAP solutions, watch the webinar Success Unleashed: Be Future-Ready with SAP Services and Support.

intelligence where execution takes place 

With SAP Customer Experience, AI goes beyond isolated assistance and works directly within your business execution flow. Intelligence is embedded wherever work is done, including quotes, product content, service interactions, and campaigns, helping organizations respond in real-time and deliver consistent outcomes to customers at scale.