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SAP Change Makers

SAP Change Makers

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 Game-changing insights by SAP industry experts
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    Épisodes
    • 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 min
    • 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 min
    • 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 min

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