SAP sees positive outcomes for CX in its latest earnings report despite a significant shortfall in revenue.
Last week, the enterprise software company released its Q3 earnings report, revealing that its stock price had declined by 1.51% in aftermarket trading.
However, despite the poor overall performance, the vendor did report some impressive CX initiatives and outcomes.
Most notably, the company demonstrated its strategy for AI in customer experience by making it a core enabler of its CX strategy, with AI now at the forefront of its customer portfolio vision.
In fact, Christian Klein, CEO of SAP, explained how this new focus could impact the company’s bottom line, stating that “AI will be the key enabler for accelerating double-digit total revenue growth through 2027.
No apps, no data, no AI. Only the combination of LLMs with business processes and contextual data results in high-value AI use cases.
This significant increase in AI adoption has driven strong outcomes for SAP, including reduced friction in customer engagement and decision-making, increased responsiveness, and improved interactions, as well as smooth and individualized customer experiences.
And by applying their AI-integrated self-service options, over 82% of customer issues have been supported via self-service.
This increase in AI adoption can be traced to its end users applying SAP Business AI to their systems at higher rates, whilst also seeing positive results.
For example, engineering and technology company, Bosch, has reportedly saved 2,500 hours in customer service each year when using SAP’s services agent.
This and other striking results have led SAP to expect to sign RISE deals early in Q4 rather than 2026 as originally planned.
SAP has also announced its decision to implement and divide AI agents into specific areas and functions through their Joule AI Copilot for Q4, to increase team productivity across all company areas, whilst targeting each individually.
Regarding its integration strategy, SAP has continued to strengthen its products and services, implementing its Business Data Cloud (BCD).
Integrated features have included: a Shopping Agent that provides personalized product recommendations, Contact and Individual Customer Duplicate Checks to monitor data accuracy, Business Information Extraction that extracts product information from case descriptions, Microsoft Ads Integration to personalize ad experiences for Microsoft search engines, and an AI-assisted promotion creation that recommends effective actions to launch promotions.
Furthermore, the company has made clear intentions to push for more accessible and adaptable cloud and AI technologies, which could result in expanding its customer base to smaller enterprises.
During the call, SAP highlighted how its strategy is to position the company as a key enabler of enterprise transformation, to ensure its tools are straightforward to use and apply for highly regulated customer environments.
This includes an entire cloud portfolio encompassing SAP cloud solutions, Business Technology Platform (BTP), BDC, and AI, to be deployed collectively in a customer data center.
This portfolio offers high-quality levels of data, operational, technical, and legal sovereignty, keeping in line with SAP’s customer interest.
SAP also remains committed to provide software and cloud solutions with its strong cloud infrastructure partners.
