SAP Engagement Cloud

SAP Customer Experience

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SAP Customer Experience

Powering real‑time, personalised customer engagement

SAP Engagement Cloud (formerly SAP Emarsys) is SAP’s customer engagement platform designed to orchestrate relevant, timely experiences across channels, brands and regions. It connects customer insight with real‑time business data, allowing engagement to adapt instantly to what’s happening across your organisation.

What business problem does an engagement platform solve?

Most organizations struggle with:

Disconnected customer communications across channels
Engagement that ignores real‑world business context
Marketing actions that conflict with inventory, fulfilment or service
Limited ability to scale personalization across brands and regions

SAP Engagement Cloud addresses these challenges by aligning customer engagement with real‑time business signals, ensuring every interaction is relevant, timely and operationally sound.

What is SAP Engagement Cloud?

SAP Engagement Cloud is SAP’s enterprise customer engagement platform that helps organizations:

Orchestrate omnichannel engagement across email, mobile, web and paid media
Personalize experiences using AI‑driven decisioning
React in real time to business events such as stock changes or delivery delays
Govern engagement across brands, regions and teams

Formerly known as SAP Emarsys, the platform retains all existing capabilities while expanding toward enterprise‑wide engagement orchestration.

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Business value of SAP Engagement Cloud

1. Context‑aware customer engagement

SAP Engagement Cloud enables engagement that adapts to real‑world conditions.

Customer interactions can automatically adjust based on:

Inventory availability
Order and fulfilment status
Service interactions or disruptions
Customer behavior and preferences

This prevents irrelevant or conflicting messages and improves trust and experience.

2. AI‑driven personalization at scale

The platform uses AI to continuously optimize engagement by:

Personalizing content, timing and channels
Recalculating audiences and attributes in real time
Supporting decisioning across the entire customer lifecycle

This allows organizations to scale personalization across large audiences without manual complexity.

3. Enterprise‑grade governance and control

SAP Engagement Cloud is built for complex organizations and ensures:

Central governance across brands and regions
Controlled access, roles and permissions
Compliance with data privacy and security standards

Global teams can set standards while local teams retain flexibility to execute.

4. Native integration with SAP CX and enterprise data

SAP Engagement Cloud connects natively with:

SAP Commerce Cloud
Customer Data Platform (CDP)
CIAM and consent management
ERP and operational systems via SAP BTP

This allows engagement insights to influence not only marketing, but also commerce, service and operations.

Typical engagement use cases

SAP Engagement Cloud supports a wide range of engagement scenarios, including:

Omnichannel customer engagement
Real‑time personalized campaigns
Lifecycle and behavioral journeys
Event‑driven communication
Multi‑brand and multi‑region orchestration

All powered by AI, real‑time data and enterprise integration.

Discover the power of customer engagement

More interaction with customers means a better customer experience. Having several touchpoints shows your customers you care about them. However, maintaining personal contact can be challenging and highly time-consuming.

Marketing automation with Emarsys allows you to communicate with your customers on a personal level and effectively respond to every phase of the customer journey.

More about customer engagement