Small Moments, Lasting Loyalty: AI Woven into SAP CX Q3 2025

Customer experience is won in moments. SAP CX Q3 2025 makes every one count.

Success no longer comes from big campaigns alone. It's built through the everyday moments your customers remember: an instant answer, a smart recommendation, a need met before it's spoken. SAP Customer Experience (SAP CX) unites these moments end to end - now with AI embedded across the customer lifecycle.

The Q3 2025 release focuses on outcomes: faster decisions, cleaner data, smarter offers, and fewer blockers between intent and purchase. If you lead sales or manage revenue, this is practical AI you can measure.

AI that drives results

• SAP Service Cloud: Business information extraction automatically pulls registered product details from case descriptions. Result: shorter handle times, fewer back-and-forths, and more first-contact resolutions.
• SAP Sales Cloud: Generative AI flags duplicate contacts and individual customers with a confidence score, keeping sellers' pipelines clean while keeping final decisions with your team.
• SAP Emarsys: - AI-assisted product finder helps marketers locate the right items with natural language prompts.
  - AI-generated segment descriptions make segments easy to find and act on.
  - Campaign translator (pilot) localizes copy within the editor for fast, multi-language execution.
• SAP Commerce Cloud: A configurable Shopping Agent uses real-time stock awareness to recommend in-stock products and, for B2B, answer bulk availability questions. Result: fewer dead-ends and fewer abandoned carts.
• SAP Revenue Growth Management: AI-assisted promotion creation recommends names, timing, products, spend, and discount types to speed up setup and reduce guesswork.

Scale smarter with greater flexibility

• Emarsys: - Microsoft Ads integration helps you scale personalized experiences across the Microsoft Search Network. Learn more about the network here.
  - Conversational messaging for LINE (Early Adopter) adds another high-intent channel to convert everyday chats into purchases.
• Commerce Cloud: - Central order service connects online and offline transactions for scenarios like buy online, return in store (BORIS) and buy in store, return online (BISRO).
  - Availability push sends real-time stock availability to external systems so webshops and marketplaces stay in sync without polling.
• Sales and Service Cloud: - SAP Preferred Success BPM masterclass helps teams identify processes to optimize, outsource, or retire - and establish clear governance.
  - Integration review V2 provides a rigorous checklist for authentication, interfaces, middleware, and SAP Integration Suite to reduce rollout risk.
• Enterprise Service Management: - Case summary enhancements add sentiment trends and graphs to the interaction summary, plus configurable internal/external notes for stronger resolutions.
  - Custom services extend SAP Service Cloud V2 without modifying core systems.
  - Template visibility and restrictions strengthen document security and trust.
• Revenue Growth Management: - Custom KPIs let you track the metrics that matter to your account and promotion plans, with reusable profiles to save time.
  - Promotion calendar export to PDF improves alignment with customers on annual plans and EDLP agreements.

Why it matters for management and sales

Every feature above removes friction: cleaner data, clearer inventory, faster campaign build, smarter service cases. For leaders, that translates to higher conversion, lower cost to serve, shorter cycle times, and more reliable forecasts.

• Conversion and AOV: Stock-aware recommendations and targeted offers reduce abandonment.
• Lead and deal velocity: Duplicate prevention, cleaner records, and integrated workflows speed follow-up.
• Service efficiency: Information extraction and sentiment insights improve time to resolution and CSAT.
• Promotion ROI: AI recommendations and custom KPIs focus spending where it pays back.

Trust advantage with AI

AI works best when it's grounded in clear data and human judgment. Confidence scores keep people in control. Template restrictions protect documents. Sentiment trends help leaders spot risk before it spreads.

The net result: interactions that feel effortless, relevant, and reliable - at scale.

Quick action plan

• Prioritize one high-impact use case per team (e.g., duplicate cleanup for sales, stock-aware recommendations for commerce, translation for marketing).
• Define success in hard numbers: response time, conversion rate, cost per case, forecast accuracy.
• Enable your data foundation: product catalog sync, identity resolution, inventory feeds.
• Pilot with a small segment, compare results, then scale.
• Institutionalize wins with the BPM masterclass and Integration review V2 checklists.

See it in action

Join us October 6-8 at CX Connect at SAP Connect to see live demos, real customer stories, and how these updates deliver measurable outcomes across the customer lifecycle.

Learn more about what's new in SAP CX Q3 2025

• Customer Experience Connect at SAP Connect
• SAP Commerce Cloud: What's New
• SAP Sales Cloud Version 2: What's New
• SAP Service Cloud Version 2: What's New
• SAP Emarsys release blog and teaser video
• SAP Revenue Growth Management webinar
• The Loyalty Revolution: Building Business Architecture for Value Co-Creation
• Beyond AI Pilots: Building Intelligent Customer Experiences

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