I like the easy-to-use email editor in SAP Engagement Cloud. It makes creating emails easy and doesn't require extra knowledge. Review collected by and hosted on G2.com.

The UI/UX changes of the past year have made using SAP Engagement Cloud tedious for me, as I find that any actions require an extra click, and elements on the screen are hard for me to read due to poor color separation, especially in the segment editor. The new navigation UI is worse for me, requiring me to click to unroll any section, which may reveal subsections even if they contain only one element. This pushes down all the other sections, so to see another section, I now need to scroll down and unroll another section, which might be long enough that it requires me to scroll down again. Review collected by and hosted on G2.com.

I like how SAP Engagement Cloud natively integrates with SAP Sales Cloud and SAP ERP, which means contact, product, and transactional data flow without the need for middleware. This integration saves time by eliminating the export-clean-upload cycle because segments are built on live commercial data rather than static lists. I also appreciate the flexibility around contact identification, allowing us to define a composite key instead of forcing email as the unique identifier. Review collected by and hosted on G2.com.

Attribution is structurally hard. We send to a contact, but in B2B the purchase decision often involves someone else in the same company. If the order is placed by a different person, the platform doesn't connect that conversion back to the campaign. In practice, it's difficult to prove campaign ROI in a way that would satisfy a sales director. The attribution gap is a major issue. In B2B, a campaign touches one contact but the purchase decision travels through the account, involving a manager, a buyer, or sometimes a rep in the field. The platform tracks the contact I sent to, not the account-level journey. Review collected by and hosted on G2.com.

I appreciate SAP Emarsys for its drag and drop, segmentation, and the ease it provides in setting up journeys and reporting. It makes the process of creating campaigns much more enjoyable and user-friendly, especially in comparison to Hybris Marketing. I find the multiple language options for emails, suggested workflows, and enhanced reporting capabilities particularly useful. The integration of AI in SAP Emarsys expands the options available, allowing me to run better campaigns based on user behavior. The ease of use and the simplicity of integrating SAP Emarsys with other tools are also significant advantages that contribute to its appeal. Review collected by and hosted on G2.com.

limited out-of-the-box functionality in areas like native loyalty platforms and advanced retail personalization Review collected by and hosted on G2.com.

I like the possibility to display a preview for emails on different devices and software, and I appreciate the big selection of different software and devices. The email preview feature is particularly valuable as it ensures that emails look good across various platforms. Also, the initial setup of SAP Engagement Cloud worked fine, which made getting started hassle-free. Review collected by and hosted on G2.com.

The new menu/table of contents on the left is confusing and difficult to navigate. The long waiting times at the segmentation site until the page has loaded is annoying. The new standard segment page is very confusing, and even a year later, it's hard to navigate on the page. I changed back to the old page until the very end. What I find especially confusing is the fact that you can't change the criteria like 'E-mail response', 'Received E-mail', 'E-mail bounced'. We also had several automation programms that didn't launch in the recent past. Review collected by and hosted on G2.com.

I find the automation center in SAP Engagement Cloud to be a step above other similar software I've used. It's an excellent way to create unique journeys for customers based on criteria and goals. I appreciate how easy it is to set up custom solutions alongside several built-in automations, which supports our overall business strategy. Creating a multi-step campaign based on our determined logic has been beneficial for delivering targeted campaigns to our customer segments. The automations also effectively fill marketing gaps, such as our successful abandon cart email, which drives revenue and is fully supported by the automation center. Review collected by and hosted on G2.com.

Our own setup is slightly out of the ordinary, but that is mostly due to our own internal issues, so with that in mind our own issues mostly revolve around personalised content. The value in personalised is huge but we have not been able to utilise it as much as we would like due to distrust in our own data. Outside of that we do not have any major complaints about the features of SAP Engagement Cloud. Review collected by and hosted on G2.com.

I really like the automations of SAP Engagement Cloud, as they help save a lot of work and allow for precise segmentations. Additionally, I can send commercial actions to the client with valuable information for both the client and the company. Review collected by and hosted on G2.com.

We need more reports with more features that help us better understand the users. For example, in the loyalty program, we would like to have more details about customer behavior without having to resort to segments. From my technical point of view, it would help me to have more training related to configurations with practical examples. At the end-user level (the business team), they inform me that the interface is not intuitive for them. We have needed the intervention of external consultants and a large amount of work hours, perhaps due to the complexity and interaction with the rest of the ecosystem and custom developments we made to ensure everything works as we want. Review collected by and hosted on G2.com.

I like most the automation part and the freedom it provides to the clients, allowing us to use it the way the company intends for the customer. The analytics part is pretty simple and easy to use and visualize. The automation combines trigger, segmentation, recurring, and real-time features with a lot of channels available for us, letting us easily use more than 20 types of automations in our CRM. The implementation and initial use of the tool were smooth, thanks to the help of NTT Data. Review collected by and hosted on G2.com.

The main problem that doesn't work as well is that SAP Engagement Cloud is so online-focused. There are a lot of cool features that are only intended to work with online info, which limits a company that works both with online and physical sales. Features like price drop, predict recommendation, and product interest just work for online interactions, limiting the number of customers we could impact or the info we could use. Review collected by and hosted on G2.com.

I find the intuitive UI of SAP Engagement Cloud (formerly SAP Emarsys) really appealing. Once everything is set up, designing email campaigns or full automations is as simple as dragging and dropping the desired blocks into place, and the same goes for the segmentation process. When I know what I want to do, the way to get there is usually pretty straightforward. Also, I appreciate that the global support reacts pretty fast, even if the issue at hand isn't that pressing. Review collected by and hosted on G2.com.

The integration of stationary-sales data has been a pain-point for us. Other than that, we are currently still relying on third-party tools as a recommendation engine. If there is one thing I would like to see improvement on, it would certainly be the predict function. Since they are currently working on the feature, I have high hopes. Review collected by and hosted on G2.com.

The automation workflow builder is a standout — setting up complex customer journeys is intuitive enough that marketers can do it without developer support, saving significant time. The segmentation and personalization features are robust, and the AI-driven recommendations integrate smoothly into campaigns. If you're already in the SAP ecosystem, the integrations feel natural and data flows well across platforms. Onboarding support was also stronger than expected for a platform this feature-rich. Review collected by and hosted on G2.com.

The reporting and analytics, while functional, can feel limited when you need deeper custom insights — exporting data for more advanced analysis often requires workarounds. The platform can also have a steep learning curve for new users despite the relatively clean UI, and some features are buried in ways that aren't immediately obvious. Third-party integrations outside the SAP ecosystem can be inconsistent, with some requiring significant manual effort to set up. Pricing is on the higher end, which can be hard to justify for smaller teams. Customer support response times can also be slower than expected for non-critical issues. Review collected by and hosted on G2.com.

I find the HTML preview extremely helpful, and I appreciate how easy the media database is to use. The reporting on emails is easy to read, and the dashboard shows everything I need. I can easily share information by screenshotting. Review collected by and hosted on G2.com.

I don't like the new sidebar UI. It has thrown me off completely, and now I don't know where anything is. I think it would be better if the titles could be brought back or if there was an option to use the old version that the familiar users preferred. Review collected by and hosted on G2.com.