Emarsys

AI-powered customer engagement platform for delivering personalized experiences across email, mobile, web, and other channels.

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Journey stage: Retention and growth
Ambition level: Reinvent
Owned by: Customer success or Marketing or Customer Success or Revenue Operations
Adoption level: L4 of 5
Segment: Customer success and retention
Market position: Challenger

Ownership. Ownership varies by company. Marketing, Customer Success or Revenue Operations can own this. Pick one accountable owner before you buy, because a shared owner means no owner.

Challenger. Newer or AI-native entrant competing for budget against the platform you already own. Expect to justify it as net new spend and to prove it against the incumbent's bundled feature.

Evidence status: Audited profile. Stage, level and seat come from the audited landscape profile.

Best for

Increased customer lifetime value, improved engagement rates, enhanced marketing ROI

Pricing model

Not published. Ask the vendor.

What teams use it for

Retailers creating automated personalized journeys across email, mobile, and web channels

Who else uses it, and for what

Tools in this segment rarely stay with one team. These are the common uses by seat, not vendor copy.

Customer Success: watch health and act before a renewal slips
Revenue Operations: connect usage data to renewal forecast

Acquired · November 2020

Acquired by SAP, announced Oct 2020 and completed Nov 2020, now sold as SAP Emarsys/SAP Engagement Cloud.

Source

Published case studies

We found a minimum of 3 published case studies for Emarsys. There may be more we have not found. These are vendor-published customer stories and vendor claims, not Report benchmarks.

PatPat
Doubled revenue with omnichannel automation and achieved a 2X increase in email channel-attributed revenue.
Read the case study
Arezzo
Increased Black Friday revenue by 37% YoY and lifetime value of the ecommerce customer base by 53%.
Read the case study
lastminute.com
Scaled personalization across 30+ markets with over 70% of email bookings coming from new automated campaigns.
Read the case study

What buyers say in public

Trustpilot: 2.9 from 2 reviews, observed 2026.

Full landscape profile, including journey stage and ambition level: Emarsys in the AI Tech Landscape.

What it claims to do

Machine Learning
Omnichannel Automation
Cross-channel Delivery
Customer Segmentation
Personalized Recommendations

Claimed benefit. Increased customer lifetime value, improved engagement rates, enhanced marketing ROI

Named use case. Retailers creating automated personalized journeys across email, mobile, and web channels

What has to be true before you buy

01The friction is genuinely at retention and growth. Buying at the wrong stage moves the bottleneck, it does not remove it.
02Ownership varies by company. Marketing, Customer Success or Revenue Operations can own this. Whoever it is owns the outcome, not just the licence. Unowned tools are adopted for a quarter and then quietly turned off.
03The process changes shape, so the metric changes too. Agree the new metric with finance before the pilot, not after.
04Adoption level 4 of 5. Level 1 is one tool and no workflow change. Level 5 is an agent running the work with a human auditing it.
05Pricing model on record: Not published. Ask the vendor.. Confirm the billable unit and what happens when volume doubles.
06We found a minimum of 3 published case studies for this tool. There may be more we have not found. Read the sample size and the baseline before you quote any number.

Teams named

E-commerce
Marketing

Similar tools

Scored on shared segment, tags, use cases, and owning team, not on category alone. Tools that only share a broad category are left out.

Common questions about Emarsys

What is Emarsys used for?

AI-powered customer engagement platform for delivering personalized experiences across email, mobile, web, and other channels.

Who owns Emarsys inside a revenue team?

Ownership varies by company. Marketing, Customer Success or Revenue Operations can own this. Pick one accountable owner before you buy, because a shared owner means no owner. Teams named on the record: E-commerce, Marketing.

Where does Emarsys sit in the revenue journey?

Retention and growth. Buy it only if that is the stage where the work actually breaks.

Is Emarsys an optimize, amplify, or reinvent move?

Reinvent. The process changes shape, so the metric changes too. Agree the new metric with finance before the pilot, not after.

How much effort does Emarsys take to adopt?

Level 4 of 5 on the adoption ladder. Level 1 means one tool and no workflow change. Level 5 means an agent runs the work and a human audits it.

What evidence exists for Emarsys?

We found a minimum of 3 published case studies, listed on this page with the source attached. There may be more the vendor has not published or that we have not found. They are vendor claims unless labelled otherwise.

How much does Emarsys cost?

Pricing model on record: Not published. Ask the vendor.. Confirm the billable unit and the overage rate before signing.

Category and stage mapping is editorial. Vendor claims are not Report benchmarks. Terms are defined in the AI and Revenue Dictionary.

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