Engage with SAP
ONLINE
Live Event | March 11, 2026
Why should you attend?
Every interaction shapes what customers believe about your brand. No pressure, right?
Join the global online event to hear from industry innovators and influencers as they reveal how meaningful engagement, connected experiences, and loyalty-building value are powering success in the Engagement Era.
Hear from influential voices in the industry
Gain access to top-tier thinkers and globally recognized marketing, CX, and loyalty experts. They will cut through the hype with practical guidance and unfiltered insights. You’ll discover no-nonsense ways to drive engagement and long-lasting loyalty.
Understand the forces redefining customer engagement
From shifting digital behaviors to AI-powered expectations, discover the trends that will require you to rethink how you create emotional attachment with your customers.
See how leading brands are creating real business impact
Learn how future-ready brands are activating data, personalizing interactions, connecting experiences, and scaling operations to power unique engagement in 2026 and beyond.
Make connections with a global community of leaders
Meet marketing and CX leaders like you who face similar challenges and strive toward achieving their own goals. Engage with SAP Online is a gateway to a powerful community fueled by bold conversations, curiosity, and collaboration.
Discover engagement innovations and AI advancements
Explore how emerging technologies and AI‑driven insights offer benefits that give you more time to focus on strategy, creativity, and meaningful customer relationships that are transforming customer engagement.
Walk away with actionable ideas and insight
Don't forget your notebook. You’ll leave with practical frameworks, strategic direction, and advice that you’re actually excited to share with your team.
Engage with SAP
ONLINE
Agenda
March 11, 2026
Welcome & Opening Remarks
Kick off the day with a look at how customer expectations are shifting faster than most organizations can adapt. This session lays the foundation for what to expect and unveils key insights from the SAP Engagement Index, our latest global research about where brands are meeting expectations and where the biggest gaps remain. You’ll gain a clear sense of the trends, challenges, and opportunities that will shape the conversations ahead.
Trends Shaping Customer Experience: What’s Real, What’s Not, and What Matters Most Now
Most companies think they’re shaping customer experience but the reality is that customers are shaping it themselves. Armed with AI, they compare, switch, and decide in seconds, widening the gap between what they expect and what brands can deliver. That’s the Engagement Divide.
To unpack what this means for leaders, we’re bringing in one of the world’s most respected marketing and brand strategists: Mark Ritson. He’ll break down the CX trends that actually matter, how influence spreads, how behavior is shifting, and why loyalty now depends on every team (not just the marketing team). And in classic Mark fashion, he’ll cut through the hype, call out what’s real, and show how leaders can keep pace before customers quietly move on.
Keep Up With Your Customers: Tech, Trust, and Real‑World CX Wins
Customers now decide faster than most organizations can react. One moment with your brand can deepen engagement or quietly undo years of loyalty. This panel explores how leaders and partners can modernize systems powered by AI, improve engagement, and drive real results across the business. Expect real stories, honest lessons, and practical insight.
The Power of Influence in Customer Journeys
A customer sees a product on social. Hears it mentioned on a podcast. Watches a creator use it in real life. By the time your brand shows up, your customer’s purchase decision is already halfway made. This session explores how creators, experts, and communities shape discovery, trust, and loyalty across today’s customer journeys. We’ll break down what drives real influencer engagement, where brands win or lose relevance, and how influence is reshaping customer choice.
Closing Remarks
Wrap up with a review of the key themes, insights, and takeaways that emerged across the sessions. We’ll reflect on what the SAP Engagement Index reveals about shifting customer expectations, how leaders are adapting with AI‑powered strategies, and where organizations can focus next to close the Engagement Divide. Attendees will leave with a clear sense of what to act on now and how to carry today’s learning back into their teams and customer experience initiatives.