Global Engagement Index Report

Customers are losing patience, and the signals are impossible to ignore. Our 2026 Global Engagement Index shows 75% of consumers are put off by disorganized experiences, a clear warning that fragmented journeys are costing brands trust and attention.

As expectations surge and AI elevates what “good” looks like, the gap between what customers want and what brands deliver is growing. And the consequences for not keeping up are accelerating.

What's Inside

The Engagement Divide exposed:
Why consumer expectations outpace enterprise readiness and how fragmentation, silos, and outdated systems fuel the gap.
2026 engagement maturity benchmarks:
The enterprise capabilities that separate high performers from the rest.
The blueprint for modern engagement:
Five principles shaping enterprise‑wide engagement to help you transform every micro moment into AI-powered, connected experiences that scale across the entire enterprise.

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SAP Engagement Cloud helps organizations power unique engagement by connecting real-time customer insights with the operational
signals that run the business. As part of the SAP Customer Experience (CX) portfolio, Engagement Cloud enables personalized, AI-driven
interactions across every channel—turning moments like orders, service events, and loyalty milestones into timely, relevant experiences
that build trust, strengthen relationships, and drive growth. For more information, visit emarsys.com or www.sap.com