Name: Exploring SAP Customer Loyalty Management – PET 2026
Uploaded: 2026-6-17
Duration: 967 s

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<div><div><div><div><div><div>SAP Business Suite Product Expert Training (PET) H1 2026 / Lead to Cash / Cloud LoB / Customer Experience (CX)<br><br><div>Discover SAP Customer Loyalty Management, a cloud-based solution designed to enhance customer retention by delivering personal, experiential and relevant loyalty programs to customers. This solution is integrated with SAP CX, SAP Business Suite and SAP S/4HANA Cloud.</div><div><br>Ask your questions in our <a target="_blank" rel="nofollow noopener noreferrer" href="https://community.sap.com/t5/enterprise-resource-planning-q-a/qa-p/erp-questions">community</a> using the PET_Enablement tag under “Question User Tags.” <br><br>Here is the: <a target="_blank" rel="nofollow noopener noreferrer" href="https://d.dam.sap.com/a/MK7mHJz/SAP_Customer_Loyalty_Management_PET-H1-2026.pdf?rc=10&inline=true&doi=SAP1321075">slide deck</a>.<br><br>Please note that captions have not been edited.</div></div></div></div></div></div></div>

Exploring SAP Customer Loyalty Management – PET 2026

Hi, thank you for joining this product expert training dedicated to SAP Customer Loyalty Management. Today, we are going to explore this new SAP solution that got released a few months ago. We are going to first have a look at Autonomous CX, then have a deep dive on SAP Customer loyalty management its integrations within the sap business suite and its ecosystem we'll have a look at the roadmap and we'll finish all of that with a demo we have a short disclaimer for this presentation as we mentioned a few roadmap items so on my side i am francois jeanon catalogue i am part of the sap cx product success team and i'm based out of hamburg in germany so today we are going to have a look at Autonomous CX first, then SAP Customer Loyalty Management will understand how it is connected within its ecosystem and we'll have a short demo afterwards. Regarding the challenges and the pain points that are solved by SAP Customer Loyalty Management, several of our customers have a very fragmented loyalty landscape. Their loyalty tools run in silos. They are disconnected from the ecosystem. They have some very transactional loyalty programs where you can earn points, burn points that don't really reflect individual customer preferences. And they struggle to get visibility into return on investment of their loyalty programs. With our solution, they are going to get several business benefits. On one hand, they are going to be able to drive measurable revenue growth, to link loyalty to directly financial outcomes, to increase retention with personalization, and to reduce operational complexity with a unified, integrated platform across their ecosystem. What is this innovation? So it is a cloud-native loyalty platform with a very flexible engine to enable our customers to earn and burn points, to have many different ways to create their loyalty programs, to have a customer wallet as a single loyalty profile to make sure they can leverage their loyalty profiles and their loyalty program across all of their channels. So omni-channel engagement is a key element across commerce, mobile, in-store, and services channels. And it is deeply integrated within the SAP ecosystem with SAP S/4HANA, SAP Commerce Cloud, SAP Engagement Cloud and SAP Service Cloud. So first let's understand better what Autonomous CX is. So what does SAP mean with Autonomous? So we want to make sure that we enable companies to develop processes which are going to be as autonomous as possible with humans in the loop. So we see on the top right we want to have processes which are intent-driven, outcome -oriented, cross-applications, so not only for one specific solution, but really which are going to span cross-applications, for instance, among the lead-to-cache process or quote-to-cache and so on. And we want to keep humans in the loop with an autonomous execution. All of that is enabled with the right data across all of these SAP solutions. a domain expertise that is coming from the many years of experience of SAP, and a focus on outcomes to make sure that companies get the most possible value from their projects using autonomous assistants and autonomous agents. What does it mean for CX and for the autonomous CX portfolio? So we have a certain number of dual assistants that you see at the top. For instance, the unified commerce assistant, the marketing and engagement assistance or the service assistance each of these assistants is going to use and act across several agentic apps for instance within commerce we have b2b and b2c commerce order management loyalty is here it's what we are going to deep dive today and we have multiple elements and solutions for sales and for service all of that runs on the sap business ai platform where we can build context contextualize and reason all of these agents and assistants and obviously go on them and make sure that these applications use some data which is in context and which is integrated across the whole ecosystem let's have a look now at sap customer loyalty management some examples of modern loyalty strategies include gamified programs cashback programs social and lifetime programs or payment programs alliances with partners so we see it's a lot more here than just a solution where you can earn and burn points so customers often combine multiple loyalty strategies what we provide based on that is a solution that enables our customers to earn the loyalty of their customers to deliver experiential journeys that are relevant and rewarding. So it's providing several very key elements. First, a source of truth for collaborations across all market units, brands, and interaction points. It's as well the possibility for you to plan your loyalty and engagement programs for all of your market units, your countries, your brands, and interaction points. So you'll have one instance where you can manage globally all of your promotions, all of your programs for every country in the world or for every brand that you have in in your organization and last it's a place where you can manage the wallets make sure that you have all of your cloud-based loyalty profiles for all of your customers either members or non-members and it is a modern cloud native sas loyalty application let's deep dive a little bit more on the concept of workspaces product area and we have developed our solution to make sure that customers who are active in many different regions and countries for instance on what we see here on the screen in north america america and asia pacific are able to set up their system in one single account one customer tenant for all of their market units it's very flexible and it enables them to have a very granular setup for whichever structure they have between the different regions the market units and the brands They can as well create some programs which are tied to this structure. Again, a lot of flexibility here to have a loyalty program which is going to be either shared or not between the different brands. So there are many different options which are going to be able to be chosen by the customer during the implementation to set it up one way or the other depending on their business setup and their priorities. all of that the customer loyalty solution is within a connected ecosystem so we see here sap customer loyalty management is integrated first omnichannel so not only for e-commerce but as well for the point of sales but it's not only on that part it's integrated with marketing automation customer service ai decisioning engines cdp very important to get the profiles the business data the financials and some the digital applications for instance with the mobile app what we have done is we have really spent some time to make sure it is deeply integrated within the sap ecosystem i want to mention here two specific integrations first the integration with the customer service, so with SAP Service Cloud for loyalty integrated support. So within customer service, the capabilities that we provide here is to make sure we enhance the agent experience by embedding the customer's wallet inside the agent's desktop application. So it's what we see here on the screenshot on the right. It enables the agent to access the customer's information seamlessly and to make sure they can make changes on their behalf. So it's really a seamless integration with SAP Service Cloud and between SAP Service Cloud and the loyalty solution. The other element I want to highlight right now, it's the integration with financial and ops systems. So in our case with SAP S4 HANA Cloud, typically for loyalty integrated accounting. It is a very important element for accounting. what we have developed here is to make sure that it is designed to incorporate the loyalty program's financial audit into the accounting and settlement process seamlessly and all of that is going to enable the company's financial statements to accurately reflect the vulnerabilities and cost associated with the loyalty program so very important integration here with the sap business suite regarding the roadmap so we have a very uh intense roadmap in the next month i'm going to focus on just a couple of elements first on gamification for the second part of 2026 so we see here different initiatives that we are working on between a stamp card the quest and the integration with third-party gaming experiences so gamification is one of the the important items that we are working on for H2. And for next year, we are going to have several agentic AI-based, personalized, on one hand, discount offers, and on the other hand, points offers, to make sure that we can incentivize engagement and loyalty, and automate as much as we can all of these processes within the autonomous CX domain. And for 2027, we are going to add as well some elements around B2B for loyalty. So now we are going to switch to a system demo. So we are now in our SAP customer loyalty management solution. As I mentioned earlier, we have first integration within the ecosystem. So in our case here, integration with SAP Service Cloud, for instance, for customer service. so it is easy to set it up and to make sure that our solution is integrated within the customer's ecosystem second what we want to have a look at is the program directory so we see here the list of the different programs we can choose in which markets we are going to be active so we are here in the workspace directory for europe and we want to have a quick look at the best run body shop program and its promotions first we have a home page here for a dashboard which is showing our promotions so we see the number of transactions and the redemption of transactions per month so we can see that we have a positive evolution in the last month with the growth of this number the region redemption rate kpi the number of total issuances this month the 10% 10.2% redemption rate and the promotion expenses. It already gives us a good overview of the situation right now for the promotions. So we'll have a look at the planning. For the planning we can filter all of these promotions based on the categories, the mechanics and so on and we can see for all of this list which ones are currently in approval process, which ones have been rejected or which one have already been approved. If we have a look at the promotion calendar, it's going to be a view for all of the following weeks where we can get a few highlights in terms of promotions, which ones are going to be activated, which type of promotion do we have, is it a discount code or something else. And last, we can have a look at the always-on promotions, promotions which are always active. For instance, the one here where you can buy six products and get six products at no extra costs so after the promotions let's have a look at the partners so we can see here some of the partner brand unit brand units with which we have developed a partnership to expand our offers for loyalty we can see on the screen there are different types of partners going from airlines to hotels to health care and maybe to grocery store or trains so you can have the possibility to activate many different types of partnerships let's have a look here at the best partner grocery store for this particular partner we can see the loyalty program liability the evolution in the last month the brand liability for this partner and the different activities that we have done for for this particular partner it is a very easy way to make sure that you can collect points or use points or your end customers are going to do that with any type of partner that you have set up in the system so let's have a look now at a particular customer so we are here at the wallet of john smith john smith is one of our customers and he is right now owning the model which is called robot arm series 9 we are going to have a look at his membership so john is currently a member of our cosmetic club and a member of our travelers club and we can see some of his preferences so between children nutrition for instance and we can as well have a look at the benefits that he currently has for instance the tiered bonus points for total basket is one of the benefits he has used and the other ones which are currently active we can have a look as well as at his journal so our solution is very tightly integrated with consent and data privacy to make sure that we only communicate with him where we have the consent for instance we see here that he didn't grant us the consent for the fashion club so we are going to make sure that we take that into account when we communicate with john so now if we have a look at the brands we are going to see here the financials and the ledgers so what i mentioned a bit earlier regarding the integration with S/4HANA is going to give us the evolution of the loyalty revenues, in this case for this month, the total expenses, the gross margin, and the total investment that we have in the loyalty program. We can see different graphs here and the evolution over time of what we have. So all of that is going to be very helpful for us to understand the financial health of our loyalty program. So this is the end of our demo, so we're going to come back to the PowerPoint. As a summary, during this presentation, we have discovered how the SAP customer loyalty management solution enables our customers to harness first party data more effectively across their ecosystem to make sure they can run a global loyalty program from one place across many markets, many brands, and where they can join or launch loyalty alliances and make sure that this can scale their loyalty program and prove the value with all of these financial results. So now I want to make sure that you can follow up on this training with different learning enablement activities. You'll get all of this information within the PDF that you can download. You can click on all of these links to discover more courses and learning journeys. you can stay tuned for more expert videos which are getting added and if you have any questions feel free to contact us at this email address and if you want to have more information feel free to contact me as well thank you very much for your time and i wish you a very nice day