How SAP’s Retail Partners Became Innovation Multipliers in 2023 and Created the Ultimate Consumer Experience


Retail businesses can’t do everything on their own, especially in a time of massive technological change and rapidly evolving customer demands. That’s why SAP’s retail industry partners play an integral role in the sector’s success, whether they are bringing their knowledge and expertise to bear in order to drive innovation or using their intellectual property and leading solutions to move products through the development pipeline faster than otherwise possible.

2023 proved time and again that retailers and their software partners know how to rise to the occasion in the face of increasing pressures – and that they can quickly implement new processes and operations when necessary.

SAP has worked in the retail space for decades, helping every business across the ecosystem run at its best. Across this shared history, with our industry partners and end customers, our ecosystem has shown repeatedly the organic growth that is possible because of strong relationships.

Retailers can leverage technologies to provide the shopping experiences that delight customers

Here are some prime examples of retail partners serving as innovation and growth multipliers last year:

Coveo’s innovative artificial intelligence (AI) platform helps deliver real value to customers, solving business challenges as only AI can. For retailers, Coveo for SAP Commerce Cloud can assist in finding and recommending products faster to help drive more revenue, optimize campaigns, and power generative experiences. The enterprise-class AI platform can be deployed on top of SAP in a secure and highly scalable fashion. The result: intelligent site search, tailored recommendations, generative experiences, and personalized, memorable shopping experiences for all customers.

Mention Me
Mention Me makes it possible to harness word of mouth’s true power, thanks to the world’s first Customer Advocacy Intelligence Platform. Powered by advanced AI, the platform enables businesses to identify, nurture, and activate their loyal advocates, building a virtuous cycle of customer love and superior economics so that fans keep coming back for more.

Enterprises can launch digital experiences faster with Contentful, which connects with SAP Commerce Cloud to enable commerce projects of any size, both for the Web and for multichannel experiences. Simply put, Contentful can make it easier for retailers to create and manage digital experiences via structured content built for speed, change, and scale. Using one hub – that integrates with hundreds of tools to help personalize and optimize – for easy collaboration, businesses can make their content work harder, so they can work smarter.

The Last Mile Delivery Fulfillment Solution from OneRail provides retailers with the ability to instantaneously scale delivery demand. By integrating with SAP Commerce Cloud, OneRail’s offering connects businesses’ e-commerce capabilities with nationwide delivery coverage, meaning retailers can have the ability to ship nationwide with complete visibility, all while providing unique, branded customer experiences. In short: efficiency, from dispatch to doorstep.

With Obsess’ mobile-optimized enterprise platform, retailers can easily build immersive, 3D, virtual stores proven to increase engagement, conversion, and average order value. By integrating with SAP Commerce Cloud, the market-leading experiential shopping platform offering can enable enterprises to approach their customers in a branded, personalized fashion – and make retail shopping fun and memorable again.

Retailers can drive top-notch in-store customer experiences – and build customer loyalty – with the SAP Omnichannel Point-of-Sale application by GK. The configurable application helps enterprises deploy the right business processes efficiently at the point-of-sale, working to reduce their total cost of ownership in the process. Flexible, rules-based configuration also means merchandisers can quickly react to changing business needs, ensuring a more memorable and impactful customer journey from end to end.

The OMS+ Cross-Channel Order Management Solution from DataXstream is an integrated offering built for counter, call center, and mobile sales. OMS+ reimagines the user interface to reflect real-life customer engagements and can provide the platform for making SAP ERP the foundation of a truly unified commerce strategy. It can also automate time-consuming activities to help ensure your team gets more done in less time, meaning increased sales, reduced costs, and an improved customer experience overall.

Annex Cloud
The Loyalty Experience Platform from Annex Cloud is built around the idea of organically driving retention and loyalty through every stage of the customer journey. The app offers engaging experiences via incentives at first touch, then as the consumer becomes a prospect, a customer, a repeat customer, and eventually an advocate. Moreover, it guides customer behavior by offering loyalty points for a variety of actions, including purchasing, referring friends, writing reviews, sharing pictures, signing up for newsletters, and more. And it all integrates with SAP Commerce Cloud.

Retailers looking to maximize revenue and minimize risk should look no further than the Forter Trust Platform for Digital Commerce. The real-time, automated decision platform helps reduce false declines and chargebacks by up to 90%, increasing approval rates so merchants can expand their business. It underlines fraud prevention strategies, enabling safety and security for your commerce processes so you can focus on the business decisions that truly impact growth and retention.

With Aisera, retailers can truly unleash the power of generative AI and automation by reimagining and revolutionizing their services experience. Aisera AI Customer Service provides instant self-service and autonomous resolutions to customer requests across any channel, offering a virtually unlimited supply of “agents” to leading enterprises. Seamless integration with SAP can also simplify efforts to help improve customer satisfaction, agent productivity, and support costs, so that retailers can exceed expectations and focus on building their business.

Paradox’s leading conversational AI recruiting software is helping clients like Nestle and Unilever automate candidate screening processes, text campaigns, 1:1 texting, interview scheduling, mobile-first assessments, onboarding, and more – all in a mobile experience fully integrated into SAP SuccessFactors solutions. In other words, it can help enterprises hire faster and better than ever, building a foundation for consistent and repeatable future success.

Craig Schertler is vice president of Consumer Industries Global Partner Ecosystem at SAP.

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