A few years ago, great customer engagement meant sending the right message at the right time. Today, that’s table stakes. Customers now expect brands to recognize intent in real time, adapt instantly across channels, and deliver relevance without friction, all while AI reshapes decision-making in milliseconds.
Our Global Engagement Index research reveals that making this seamless experience possible is becoming increasingly difficult. And the gap between brands that can act on data to create moments that matter and those that can’t is widening fast.
This widening Engagement Divide is the backdrop for this summer’s G2 results—and why SAP Engagement Cloud’s recognition as a Leader across 51 G2 Summer 2026 badges matters more than ever. These results signal something bigger than product excellence—they reflect a fundamental shift toward AI-driven, data-first customer engagement.
“I love how SAP Engagement Cloud personalizes campaigns at scale and automates customer journeys using real-time data and AI insights. The segmentation, AI recommendations, and event-triggered workflows make the campaigns personalized and effective. I also switched to SAP Engagement Cloud from Adobe Campaign to benefit from its simpler automation, better AI personalization, and easier omnichannel campaign management.”
Leading Across the Engagement Ecosystem
SAP Engagement Cloud was recognized as a Leader across the categories that matter most to modern marketers:
- Location-Based Marketing (#2)
- Personalization Engines (with strong regional rankings)
- E-Commerce Personalization
- Customer Journey Analytics
- Marketing Automation
- Mobile Marketing
- SMS Marketing
We also heard from Enterprise teams who ranked us as a Leader in:
- Email Deliverability (#1)
- Loyalty Management
- Transactional Email
- Marketing Analytics
- Digital Analytics
Other notable highlights include:
- 388 reports with 51 badges, including 25 new first-time reports
- Awarded #1 Momentum Grid® for Location-Based Marketing
- Awarded #1 Enterprise Grid® for Email Deliverability (up from #3)
- Awarded #5 Enterprise Grid® for Marketing Analytics (up from #28)
- Recognized in the Usability Index for Digital Experience Platforms (DXP), Personalization Engines, Transactional Email, and SMS Marketing
- Mid-Market Implementation Index recognition for Personalization Engines, Customer Journey Analytics, and Loyalty Management
- New country reports added: Spain, Italy, and France for Marketing Automation
Regional leadership rankings include:
- #2 Asia Regional Grid® Report for Personalization Engines (new)
- #2 Asia Pacific Regional Grid® Report for Personalization Engines
- #2 Asia Pacific Regional Grid® Report for E-Commerce Personalization
- #2 Asia Regional Grid® Report for E-Commerce Personalization
- #2 Germany Regional Grid® Report for E-Commerce Personalization
- #2 Asia Pacific Regional Grid® Report for Loyalty Management
- #2 Germany Regional Grid® Report for Digital Analytics
- #3 Enterprise Asia Pacific Regional Grid® Report for Customer Journey Analytics (new)
- #3 Asia Pacific Regional Grid® Report for Transactional Email
- #3 Germany Regional Grid® Report for Marketing Automation
This broad recognition from the G2 community reflects the power of our purpose-built platform for enterprise-wide engagement—connecting data, channels, and teams in real time.
From AI Insights to Action: Our Partnership with Google Cloud
Closing the Engagement Divide requires AI that can act quickly and deliberately. That’s why SAP has expanded its partnership with Google Cloud to bring agentic AI directly into SAP Engagement Cloud—unlocking a new era of autonomous, intelligent customer engagement.
Through integrations with Google Cloud’s Gemini AI and SAP’s Joule agents:
- Marketers can define goals (e.g., increase repeat purchases or maximize lifetime value) and let AI execute end-to-end campaigns
- AI agents can access unified data across SAP and Google ecosystems in real time
- Campaigns can be automatically personalized, launched, optimized, and adapted across channels
This is made possible by a unified data foundation that provides zero-copy data access between SAP and Google BigQuery, enabling AI to operate on live, trusted data without delays or duplication.
Just as importantly, this enables multi-agent orchestration, where AI systems collaborate across platforms to continuously optimize outcomes. Now, brands can move from manual execution to AI-powered engagement at scale, where insights and actions occur simultaneously. This gives marketers critical time back to focus on strategy and creativity, while agents handle the rest in line with governance and guardrails.
Built for Speed, Simplicity, and Time-to-Value
As AI raises the bar, execution speed and usability become competitive differentiators. SAP Engagement Cloud continues to be recognized for ease of use, fast implementation, and rapid time-to-value—helping teams move from strategy to execution faster.
This matters in a world where:
- Consumers increasingly rely on AI to evaluate and choose brands
- Real-time relevance defines success
- Fragmented data continues to delay execution for many organizations
SAP Engagement Cloud is built to remove friction so teams can focus on outcomes that move the business forward.
“I like the good UI and that it's easy to use, which is more valuable compared to using ACM. I appreciate the automation, the ease of creating templates, and the AI capabilities. The speed of market, ease of use, and out-of-the-box e-commerce intelligence are also strong points for me.”
Turning Engagement into Revenue
Ultimately, engagement is only as valuable as the outcomes it drives. SAP Engagement Cloud enables brands to activate personalized engagement across email, mobile, SMS, and digital channels—turning reach into real business results.
And by enabling a network of interoperable AI agents and grounding them in enterprise data and shared context across SAP and Google, organizations can achieve measurable outcomes, including:
- Faster speed-to-market through autonomous campaign and content generation
- Lower operational overhead by eliminating manual execution steps
- Always‑on optimization that continuously improves performance
- Higher ROI through relevant, timely, and consistent engagement at scale
These outcomes make it clear that connected, personalized, and timely engagement drives strong performance and grows brand loyalty.
“I like using SAP Engagement Cloud (formerly SAP Emarsys) for supporting campaigns at work through push notifications, emails, and automation programs like abandoned cart and welcome messages. It solves my problem of reaching people, and with SAP Engagement Cloud, my sales have increased. The interface is something I particularly appreciate, and I think it works very well. I also find the push notifications amazing because they allow us to reach thousands of people with a simple click. The personalization feature is particularly valuable as it makes people feel more connected. Setting it up was easy, which I find helpful.”
The Future of Engagement is Agentic, Real-Time, and Connected
As engagement becomes a global challenge, brands need a platform that can deliver consistent, localized, and data-driven experiences everywhere they operate. Our G2 Summer badges make it clear that winning brands are defined by more than the number of campaigns they run. Instead, success today is based on how well they orchestrate intelligent, connected experiences across the entire customer lifecycle.
With industry-leading capabilities, proven customer outcomes (as evidenced by G2), and new innovations powered by AI and our partnership with Google Cloud, SAP Engagement Cloud is helping organizations power their way into the future. The beginning of better has arrived.
About the author
SAP Engagement Cloud, an SAP company, is the omnichannel customer engagement solution that empowers marketers to build, launch, and scale personalized, cross-channel campaigns that drives business outcomes. We partner with more than 1,500 companies, from global enterprises to fast-moving mid-market brands across industries. SAP Engagement Cloud is purpose-built to give more power to marketers so they can accelerate time to value, deliver more real-time 1:1 omnichannel experiences, succeeded with proven guidance, and produce measurable results that drive predictable and profitable growth.
