For the third year running, the SAP Emarsys Customer Engagement Platform has been positioned as a Leader in the 2021 Gartner Magic Quadrant for Personalization Engines.
As customer experience becomes an increasingly important focus for businesses globally, SAP is well-positioned to help organizations excel in this aspect. Last year, the German software giant acquired Emarsys, a provider of an omnichannel customer engagement platform that aims to help brands accelerate time to value and achieve faster business outcomes.
The SAP Emarsys Customer Engagement Platform is a part of the wider SAP Customer Experience portfolio, which also includes the SAP Service Cloud, SAP Commerce Cloud, SAP Marketing Cloud, SAP Customer Data Cloud, and SAP Sales Cloud solutions.
Personalization is still a top priority for digital marketing leaders, according to global research and advisory firm Gartner. Additionally, its recent report has noted that relevant and timely communication is critical for educating customers, reducing friction, and building brand loyalty in customers.
Highlighting Emarsys’ ranking in the latest Magic Quadrant for Personalization Engines, Gartner recognizes SAP for its industry-specific templates to ease user adoption as well as measurement, reporting, service, and support.
Sameer Patel, Chief Marketing and Solutions Officer at SAP Customer Experience, believes the company’s position as a Leader in the report reinforces the overall features of the SAP Customer Experience portfolio. He stressed:
“With the integration of Emarsys, SAP Customer Experience powers a foundation of omnichannel personalized engagement, meeting customers where and when they choose to engage, on their preferred channels and on their terms.”
Delivering Personalized Omnichannel Experience to Customers
Meanwhile, Sara Richter, Chief Marketing Officer at Emarsys, said:
“With 91{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} of consumers saying they are more likely to buy from brands that provide relevant offers and recommendations, personalization is an essential part of this approach. We believe that this report, and our Leader placement within it, validates our vision for personalized, customer-centric commerce and that we offer the right technologies to help brands connect the dots and produce a true 1:1 customer experience.”
Moreover, Emarsys has established its customer base in the Asia-Pacific (APAC) region by expanding its footprint with offices in various countries including Singapore, Hong Kong, and China.
Particularly in Singapore, online fashion retailer Love, Bonito selected the SAP Emarsys Customer Engagement platform to help the company remove organizational silos and create automated personalized customer experiences across email, paid, and on-site channels. As it was using disparate IT tools, the company initially struggled to personalize digital communications throughout each phase of the customer lifecycle.
Following a quick implementation after choosing the SAP Emarsys solution, Love, Bonito was able to achieve a 67{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} increase in lead to first-time buyer conversion, a five-fold increase in active customer expenditure, and a 32{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} rise in average order value.
SAP Japan Launches SAP Emarsys Customer Engagement Platform
Furthermore, SAP Japan has also begun to offer the SAP Emarsys Customer Engagement Platform, adding it to the company’s SAP Customer Experience product offerings.
Announcing that the company has started the domestic provision of the solution, Yasushi Tomita, Vice President and Head of SAP Customer Experience at SAP Japan, said he felt that it was necessary to provide more Business-to-Consumer (B2C) specific functions due to customer requests.
“Therefore, we strengthened SAP Customer Experience with Emarsys to deliver even more value as a whole. From the marketing stage to after the customer purchases the product, we provide the value of the customer journey that cannot be achieved by CRM (Customer Relationship Management) alone,” he emphasised.
