SAP Emarsys Customer Engagement, the market leader in omnichannel customer engagement,, has announced its February 2024 product update – a suite of significant updates to help marketers build and execute successful AI-driven omnichannel campaigns.
Delivering greater functionality, seamless integration, and unparalleled performance through investments in omnichannel innovation, scalable infrastructure, and generative AI, the update focuses on three elements:
- Omnichannel Excellence: In digital advertising, a pilot integration with LinkedIn allows brands to tap into LinkedIn’s network of over 1bn users, enabling marketers to engage new buying audiences with personalized ads while offering seamless lead acquisition and real-time contact import. Furthermore, the SMS platform now supports customized URLs, enabling the use of branded domains in SMS campaigns to enhance customer recognition and engagement.
Beyond that, Emarsys’ Mobile Wallet feature, launched last year, has now been upgraded to allow post-launch modifications and the addition of an expiry date feature, giving marketers more control and creating a sense of urgency for customers.
- Marketer Intelligence: Emarsys users will be able to take advantage of generative AI through Emarsys’ AI Subject Line Generator. The feature continues in an open pilot phase, enabling marketers to automate the inclusion of instant, bespoke subjects in their communications and customer engagements.
Furthermore, marketers can benefit from robust Event Monitoring, which provides a comprehensive breakdown of customer events. With this tool, marketers can develop a better understanding of customer behavior and dive directly into contact-level events to troubleshoot issues like deliverability.
- A Composable, Extensible Platform: Marketers can now benefit from new Tactics (pre-built automation programs, channels and personalization) for the Utilities industry, helping marketing teams in the field execute a smooth onboarding flow for customers. Specific communications and processes for regular contacts like contract reminders, or power outages, can be automated and personalized at scale.
Furthermore, the Emarsys platform has been made more flexible and extensible with the introduction of additional Tactics for Mention Me, through integration with its Customer Advocacy Intelligence Platform. Designed both to re-engage with enthused customers and to nurture potential brand advocates, this new set of tactics can help to drive both acquisition and revenue – without increasing advertising costs.
Additional upgrades to Emarsys’ cloud infrastructure also support customers with greater scale and reliability; up to 6x faster processing speeds for cloud-based contact segments; up to 90% faster customer data matching in Emarsys’ Relational Data system; and more secure asset distribution for clients with multiple business units.
Kelsey Jones, Global Head of Product Marketing at SAP Emarsys, comments: “The Emarsys platform is a suite of tools and features that elevate and inspire marketers, empowering them to be the best they can be in a competitive and fast-moving marketplace. Making artificial intelligence as transparent, accessible, and easy to use as possible enables them to use AI in a relevant, reliable, responsible manner. It’s the foundation of game changing campaigns that make a meaningful difference to your customers – as well as to predictable, profitable business outcomes.”
