Customer Journey Orchestration
Make every interaction impactful and valuable
Increase acquisition, purchase frequency, average order value, and retention with advanced customer journey orchestration.
Drive loyalty by engaging in real-time throughout the customer journey
Customers have come to expect seamless experiences at every interaction throughout the customer journey. SAP Emarsys provides an integrated, AI-assisted customer lifecycle management solution that unifies customer, product, sales, transactional, and behavioral data. It allows marketers to create dynamic segments, personalize engagements, and view detailed reporting and analytics by customer journey stage, so you can see exactly where you are driving business results.
Customize journeys based on unique events, interactions, and past behavior
Use AI and automation to react to customers in real time with personalized offers
Measure the impact of personalization throughout the customer journey
Unify data and earn customer loyalty
SAP Emarsys empowers marketers to easily onboard data in order to create a single view of the customer. This is then enriched with AI and predictive intelligence, allowing marketers to not only track customers throughout the customer journey, but also improve customer loyalty through personalized offers and product recommendations.
Build dynamic segments by customer journey stage
What would normally take a marketer days can be done in just hours with our dynamic segmentation capabilities. Use Smart Insights to segment your contacts by first-time buyers, active customers, defecting customers, and inactive customers. Build AI segments that predict customer behavior and target them with campaigns that drive loyalty and customer lifetime value.
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Improve CLTV with sophisticated marketing automations
The SAP Emarsys customer engagement platform comes with a host of pre-built, fully customizable tactics that can be deployed quickly across multiple channels. Each tactic aligns to the stages within the customer journey and is populated with segments, automation flows, content, and channels tailored to your customers’ individual lifecycle stages.
Personalize every step of the customer journey
Our customer engagement platform combines historical and real-time data to build a true view of every customer according to where they are in the customer journey. Using visual affinity, channels, and purchase predictions, SAP Emarsys drives customer loyalty by recommending content and product offers tailored to individual customers.
Orchestrating omnichannel customer journeys
In this tell-all video, discover how companies like Gibson Brands are approaching personalization, optimizing customer journeys, and driving lifelong loyalty
Access dedicated customer journey reporting and analytics
The Customer Lifecycle Dashboard acts as a single interface that allows you to track how much revenue has been generated from conversions in specific stages within the customer journey. Each journey stage is shown with a set of standard metrics, with drill-downs to more detailed reporting and Smart Metrics.
Hear it from our customers
Customer stories
Driving loyalty, revenue, and margins with personalized post-purchase and lifecycle campaigns
Hear their storyLearn more about how omnichannel marketing automation fits into our wider customer engagement platform
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AI Marketing
Access AI powered processes, tools and product features that allow you to predict, automate, and personalize every customer interaction.
Personalization
Enrich customer data and segments with AI-driven insights and turn insights into action by personalizing across all of your channels.
Customer Data
Bring together multiple data sources in your business and activate them across all channels – personalizing every interaction.
Marketing Automation
Execute simple, single-channel campaigns or create sophisticated, cross-channel journeys at scale.
Omnichannel Marketing
Deliver consistent, relevant messaging across email, web, mobile, ads, and more — engaging customers wherever they are.
Customer Loyalty
Actively engage customers and build brand loyalty across every customer interaction with SAP Emarsys’ native loyalty solution.
Strategies and Tactics
Execute your strategy with pre-built tactics – best practice, fully customizable journeys built within the platform — that are ready to deploy.
Reporting and Analytics
Use AI to predict campaign performance, measure customer outcomes, and optimize to maximize engagement across channels.
Technology Integrations
See how SAP Emarsys connects with Technology and Expert Solutions Partners to unlock additional revenue streams, scalability and innovation.
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Frequently Asked Questions
An omnichannel marketing automation platform enables brands to manage, automate, and personalize marketing campaigns across multiple channels from a single platform. These channels can include email, SMS, mobile apps, websites, social media, physical stores, and even third-party systems.
By unifying customer data and automating cross-channel engagement, the platform helps marketers deliver consistent, relevant experiences at every touchpoint, improving customer satisfaction, loyalty, and revenue.
SAP Emarsys automation enables marketers to scale persoanlized experiences. It saves time, improves consistency, and boosts ROI by replacing manual tasks with real-time campaign triggers. Marketers can set up behavior-based journeys, schedule communications, and personalize content at scale. This ensures faster execution, better customer experiences, and more efficient marketing operations without increasing workload.
SAP Emarsys can automate a wide range of tasks including segmentation, email scheduling, SMS follow-ups, product recommendations, customer lifecycle campaigns, and reporting. It can also trigger engagements based on customer actions, enabling timely, contextually relevant and personalized messages. By handling these tasks, the platform frees up marketers to focus on strategy and creative work rather than manual operations.
The Automation Center allows you to create complex, multi-step, and multi-channel journeys. These audience-focused programs can include recurring communications designed to win back lapsed customers or drive long-term loyalty. It enables strategic, automated engagement with minimal manual effort.
Tactics are proven, pre-built, strategy-driven automation programs that marketers can deploy instantly. Designed to meet specific business goals across verticals, these automation templates reduce setup time while maintaining high impact, making advanced marketing automation accessible without deep technical skills.
With SAP Emarsys Interactions, marketers can build behavior-driven journeys that trigger personalized messages based on real-time customer actions. This means you can deliver the right content at the right moment, improving relevance and boosting engagement through automation that adapts to each user’s journey.
Yes, SAP Emarsys supports product-focused automation through its Product Catalog Updates. You can automatically trigger campaigns when prices drop or items come back in stock, keeping customers informed with timely, relevant product alerts that drive conversions and improve the shopping experience.
SAP Emarsys is optimized for mid-to-large sized businesses, especially those with established marketing operations and ambitious customer engagement goals. While the platform offers scalability and user-friendly tools, it’s particularly well-suited for organizations looking to unify data, orchestrate omnichannel journeys, and personalize at scale. Smaller businesses may benefit too, but the full value is best realized in mature marketing environments.
Yes. SAP Emarsys is purpose-built for marketers, no technical expertise required. Its user-friendly interface, intuitive campaign creation, and pre-built automations let teams launch and optimize omnichannel campaigns quickly, without coding. While IT can support integrations or advanced use cases, most daily tasks are managed easily by marketing teams. With SAP Emarsys, complexity is handled behind the scenes so you can focus on delivering results faster.