Episodios

  • Agentic AI: Redefining the Future of Customer Support

    Agentic AI: Redefining the Future of Customer Support
    Jun 22 2025
    In this episode of SAP Change Makers, host Oliver Huschke sits down with Mohammed Ajouz, Senior Vice President and Global Head of Technical Support at SAP, to explore how Agentic AI is revolutionizing enterprise support. Together, they unpack what Agentic AI really means, how it differs from traditional automation, and why it represents a fundamental shift in how support is delivered. From faster resolution times and reduced effort to proactive incident prevention and machine-to-machine collaboration — this conversation dives deep into the next generation of AI-powered support. Learn how SAP is embedding intelligence at the core of customer service, what businesses can do to prepare, and why the future of support is not just automated — it’s agentic.
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    15 m
  • AI + Automation = 100% Uptime! Discover SAP’s Holiday Readiness Secrets

    AI + Automation = 100% Uptime! Discover SAP’s Holiday Readiness Secrets
    Apr 16 2025
    Join Oliver Huschke in this episode of SAP Change Makers as he speaks with Tarun Luthra, Head of Technical Support and Global VP for SAP Industries and Customer Experience. Together, they explore how AI and automation are transforming peak season resilience, ensuring 100% uptime during Black Friday and Cyber Monday. Learn how SAP’s Holiday Support Readiness Program leverages Cure360 and SmartResolve to prevent system issues before they happen—keeping businesses running and billions in GMV secured. If you want to know how AI-driven support is reshaping digital commerce, this is an episode you can’t miss!
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    9 m
  • Black Friday, Cyber Monday, and Beyond: Revolutionizing Customer Support with AI-Powered Prevention

    Black Friday, Cyber Monday, and Beyond: Revolutionizing Customer Support with AI-Powered Prevention
    Mar 6 2025
    In this episode of SAP Change Makers, Stefan Steinle, EVP and Head of Customer Support and Cloud Lifecycle Management, delves into the transformative role of customer support in driving business success. Highlighting SAP's groundbreaking Black Friday Cyber Monday (BFCM) Readiness Program, he shares how proactive strategies and innovative technologies like AI, self-service solutions, and mission-critical support help customers thrive during peak demand. Learn how SAP safeguards operations, prevents issues, and continuously optimizes for cloud excellence, ensuring seamless experiences for businesses worldwide. Tune in for a visionary look at the future of customer support and its role in enabling intelligent enterprises.
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    17 m
  • Inside SAP’s Mission Control: Protecting Businesses When It Counts

    Inside SAP’s Mission Control: Protecting Businesses When It Counts
    Dec 14 2024
    In this episode of SAP Change Makers, host Oliver Huschke is joined by Vivian Luechau-de la Roche, Senior VP and Global Head of SAP Mission Control Center & Mission Critical Support. Together, they dive into the vital role of SAP’s Mission Control Center, how it ensures smooth business operations during critical moments, and how AI-driven innovations like PARIM help prevent issues before they escalate. Learn how Mission Critical Support keeps businesses operational when it matters most.
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    19 m
  • SAP Business Network: Effecting Change through Transparency, Resiliency and Sustainability

    SAP Business Network: Effecting Change through Transparency, Resiliency and Sustainability
    Sep 11 2024
    In this episode Joern Keller, Executive Vice President and Chief Product Officer, SAP Business Network, shares with us some of the recent innovations to the world’s largest business-to-business digital platform – and how greater transparency, resiliency and sustainability are helping the world to run better and improve people’s lives. In addition, Keller highlights the services and support available to SAP Business Network customers. You won’t want to miss this episode!
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    19 m
  • Transforming Customer Experience with AI

    Transforming Customer Experience with AI
    May 24 2024
    In this episode Becky Doyle, Head of Technical Support – SuccessFactors HCM, shares with us some of the recent AI-powered product innovations that are transforming the customer experience when using our SuccessFactors HCM solutions to one of faster access into decision-critical insights. In addition, Built-in Support allows the SuccessFactors HCM solution itself to become an extension of Real-Time Support. Join us as we preview an exciting time for our HCM customers and how we support them. You don’t want to miss this episode!
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    13 m
  • Transforming with our Customers

    Transforming with our Customers
    Nov 21 2023
    In this episode Rohan Patel, Head of Product Support - Procurement, talks about Transforming with our Customers – specifically, he explains how customer experience has overtaken price and feature quality when it comes to buying products. We will hear about the role AI plays in customer support and delve deeper into customer support for SAP Ariba, SAP Business Network, and SAP Fieldglass. Join us as we look into the future of support and how we are moving towards a predictable and self-healing IT. You don’t want to miss this episode!
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    22 m
  • How industries will drive tomorrow’s success

    How industries will drive tomorrow’s success
    Sep 13 2023
    With 50 years’ experience and best practices in industries, SAP helps customers navigate emerging trends and turn the unexpected into opportunities. Listen as Sven Denecken, SVP and Chief Marketing and Solutions Officer for SAP Industries & CX, explains how macro-economic factors and disruptors are reshaping every industry and why customers will need SAP’s deep industry expertise more than ever. To learn more about SAP Industries, visit www.sap.com/industries.
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    15 m
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