A young woman shopping at a supermarket with a shopping cart scans the products on the shelf with her smartphone

Customer Service July 16, 2026

From Segments to Individual 1:1 Relevance: What Hyperpersonalization Means in Retail

Personalization is high on the retail industry’s agenda, but so far, it has been viewed primarily as a technical capability. AI is currently changing both expectations for personalized experiences and the technical means of delivering true one-to-one relevance. That is what hyperpersonalization ultimately comes down to: personality and context that build trust, credibility, and loyalty.

Team meeting on the plastic recycling factory, talking about SAP Business Network | SAP BNAC

Customer Service July 9, 2026

Customer Centricity in B2B: How Manufacturers are meeting rising Customer Expectations

Customer centricity is also essential in the B2B environment in order to build long-term relationships. But how can true customer centricity be achieved and how can the ROI be measured? Practical tips and a real-life project example show how manufacturing companies use customer centricity as a growth and competitive advantage.

Man sitting casually on the bed with cell phone & credit card, making payments

Customer Service June 4, 2026

Digital Payment in Agentic Commerce: AI buys – who pays?

Agentic AI changes who clicks on "Pay". For merchants and payment service providers, this means that for the first time, the checkout has to deal with someone who is neither human nor a traditional interface. What role does digital payment play in agentic commerce and how will payment services become future-proof?

A customer service agent wearing a headset and sitting in front of a computer monitor uses AI in customer service to process a request.

Customer Service May 19, 2026

Why so many AI pilots in Customer Service fail – and how to make them work

For many companies, customer service is an obvious starting point for experimenting with AI. The demo is convincing. Expectations are high. Nevertheless, only a few pilot applications make it into regular productive operation. Three typical patterns and concrete approaches to how AI works in service "