Keynote: Running Autonomous CX: Drive Growth | Customer Experience Connect at SAP Connect

Watch the SAP Connect 2026 Customer Experience keynote, Running Autonomous CX: How ambitious customer-facing teams drive growth, live from Las Vegas. SAP leaders, Ericsson, and digital transformation expert Tom Goodwin show how Autonomous CX unifies marketing, commerce, sales, and service into one connected system, helping customer-facing teams close the gap between what customers expect and what their systems can deliver. What you'll see: ➡️ Autonomous CX — how SAP is helping customer-facing teams drive growth with connected processes across marketing, commerce, sales, and service ➡️ AI grounded in business truth — why AI needs real-time context from orders, inventory, pricing, subscriptions, financials, service, and fulfillment to deliver reliable outcomes ➡️ Agents running the work — how SAP assistants and agents help teams move from manual coordination to connected execution across the customer journey ➡️ Trusted AI for customer-facing teams — how agents operate with identity, permissions, compliance guardrails, brand guidelines, and traceable audit trails ➡️ New SAP CX innovations — including content coordination, campaign configuration, B2B support in SAP Engagement Cloud, Commerce Cloud ERP edition, Order Management service for B2B, Quoting Assistant, and Incentive Compensation Assistant ➡️ Live Autonomous CX demo — a retail scenario showing how SAP agents turn supplier data into a campaign, campaign engagement into a quote, and a service issue into protected revenue ➡️ Customer proof point — Ericsson shares how it is transforming quoting with SAP by connecting commerce, pricing, quoting, ordering, fulfillment, and ERP data ➡️ People doing their most valuable work — why ambitious teams can focus more on judgment, creativity, relationships, and growth when AI handles the operational work Customers featured: Ericsson Speakers: Tom Goodwin, AI & Digital Transformation Expert, All We Have Is Now Speakers: Balaji Balasubramanian, President and Chief Product Officer, Customer Experience, SAP; Mark Niemiec, CRO, SAP; Brian Kyser, Solution Advisor, SAP; Jessica Keehn, Chief Marketing Officer, Customer Experience, SAP; Kendra Schumann, Senior Solution Advisor Customer Experience, SAP; Robert Laurella, Director of Product Marketing, SAP; Aaron Thomas, Global Product Owner - Commerce, Ericsson; Tom Goodwin, AI & Digital Transformation Expert, All We Have Is Now Explore SAP Customer Experience solutions: https://sap.to/6054BG4K76 Chapters: 0:00 — Opening: Customer expectations and system limitations 1:45 — How AI is changing buyer behavior 3:45 — CX readiness for the agentic customer journey 5:45 — Introducing Autonomous CX 7:30 — Business truth, end-to-end autonomy, and trusted AI 11:45 — Tom Goodwin on customer outcomes and responsible AI 19:00 — New SAP CX innovations and assistant strategy 21:45 — Marketing and engagement innovations 24:30 — Commerce Cloud ERP edition and Order Management 26:30 — Sales and revenue assistants for quoting and compensation 29:15 — Live demo: Autonomous CX in action 39:45 — Ericsson proof point: Transforming lead to cash 43:30 — Demo: Quote Creation Agent for Ericsson 48:00 — Ericsson customer conversation 55:45 — Closing: Three questions for CX leaders Follow us on social: LinkedIn: https://sap.to/6050BG0v3M Instagram: https://sap.to/6052BG0v3O Facebook: https://sap.to/6053BG0v3P Threads: https://sap.to/6054BG0v3u About SAP: As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://sap.to/6055BG0v3R #SAPCX #AutonomousCX #BusinessAI