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.