Q2 2024 Release Webcasts: What’s New in SAP Customer Experience

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SAP Customer Experience (CX) wrapped up the first half of 2024 with many exciting new features. The features continue the Intelligent CX themes of Industry-tailored, Connected, Insightful, and Adaptive that were introduced at last year’s SAP Sapphire.

During this year’s SAP Sapphire, we highlighted the Intelligent CX portfolio and roadmap and showcased how SAP is leading the way in Business AI. Rewatch the many CX highlights here.

Also, sign up for the virtual SAP CX Live event happening on September 24 to see how our solutions help your customers get more of what they want!

Now, on to the Q2 2024 release recaps.

SAP Commerce Cloud
Learn about the new “Ask the product” feature in SAP CX AI Toolkit that leverages Generative AI to answer shopper questions right on the storefront. SAP CX AI Toolkit also expanded the Visual Search capability beyond retail to now include all industries.

We’ve also made it easier for customers to self-scale their SAP Commerce Cloud environments with scalable sandboxes and purchasing consumption credits, a virtual currency. SAP Commerce Cloud also added canary deployments to allow customers to test blue-green deployments by transferring a certain percentage of live traffic to the green environment.

Learn about these and other features in this webcast.
Watch webcast replay

SAP Sales and Service Cloud – 2408 Release Briefing Webcast
The August 2024 (Release 2408) of SAP Sales & Service Cloud has many new updates.

For Dynamic Visit Planning, appointments with locations will be shown as map pins, enhancing the visibility. Clicking anywhere on an appointment card will display a popover with pertinent appointment details.

For Agent Desktop, social media messages, including WhatsApp, can be displayed in the Chat Activities and Timeline, making it easier to track customer interactions.

We also have a Readiness Check Tool and Data Transfer Tool to make for a smooth transition from Sales and Service Cloud V1 to V2.

Learn about these and other features in this webcast.
Watch webcast replay

SAP Sales and Service Cloud Version 2 - Utilities and SAP Enterprise Service Management: Q2 2024 Release Overview

We’ve added more AI enhancements. Case summaries can be created using Generative AI and can be viewed in the Customer Hub in card or table view. Another new feature is a machine learning model that analyzes all email content during email to case conversion and determines the Case Type.

The SAP Service Cloud Utilities Add-on has seen many new updates, from Financials, Contract Account, Payment Plans, and Premise objects to provide a holistic view for customer service reps.

SAP Enterprise Service Management is the one service management environment for all lines of business. It is built for modern shared service organizations, with embedded process automation capabilities, and out-of-the-box integration into SAP S/4HANA, SAP SuccessFactors, SAP Business Networks, and more. SAP Enterprise Service Management has enhanced Agent Desktop to support employee and supplier scenarios.

Learn about these and other features in this webcast.
Watch the V2 webcast here

SAP Emarsys Customer Engagement June 2024 Product Release
The Emarsys June 2024 product release strengthened an already robust AI feature set, including the new AI Product Finder, AI Preheader Generator, and AI Segment Generator. These features help marketers to quickly create compelling content that delivers relevant experiences at scale.

SAP Emarsys Customer Engagement also added new marketing and advertising channels, enhanced analytics, collaborative marketing tools, and much more.

Learn about these and other features in this webcast.
Watch webcast replay

This was a brief summary on some of the new features so far. Look for many more exciting features in the second half this year!