Imagine ERP systems that spot cyber threats before they strike, using AI to predict outages and banish reactive support forever. How close are we to invisible, proactive defense that keeps businesses unbreakable? Dive into the future where data and smarts outpace chaos.

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In this compelling episode of the Future of ERP podcast, SAP's Jens Bernotat, head of strategy, portfolio, and ecosystem management for SAP Support, shares transformative insights on evolving ERP customer support. He outlines a future where support becomes invisible through prevention, hyper-proactive with deep customer data insights, and accelerated by AI-driven recommendations. Jens emphasizes data's starring role in pattern detection via AI analytics, addresses change management for teams shifting from routine tickets to complex missions and AI curation, and reveals key KPIs like customer effort scores and health metrics. Practical advice includes starting with quick-win AI use cases, fostering team experimentation, and crafting transformation roadmaps.

Listen now and rethink what ERP can do for your organization!

⁠⁠⁠⁠Download Episode Transcript⁠⁠⁠⁠

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⁠SAP Cloud ERP⁠

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Guest: Jens Bernotat, Head of Strategy, Portfolio and Ecosystem Management, SAP Customer Support at SAP

Jens joined SAP in 2007 as Vice President in the Corporate Strategy Group. Here, he has guided high impact programs with a focus on maintenance and support strategy, portfolio and commercial design. From 2011, Jens was driving strategy for Maintenance Go-To-Market, where he designed commercial transformation programs to the Cloud and new support offerings.

Since 2017, Jens is driving SAP's maintenance and support strategy, orchestrating maintenance phases, end dates and the portfolio of support offerings. Jens also leads Ecosystem management, defining the setup of how partners deliver support to our customers.

Host 1: Richard Howells, SAP

Richard Howells has been working in the Supply Chain Management and Manufacturing space for over 30 years. He is responsible for driving the thought leadership and awareness of SAP’s ERP, Finance, and Supply Chain solutions and is an active writer, podcaster, and thought leader on the topics of supply chain, Industry 4.0, digitization, and sustainability.

Follow Richard Howell on ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ and ⁠⁠⁠⁠X⁠⁠⁠⁠

Host 2: Oyku Ilgar, SAP

Oyku Ilgar is a marketer and thought leader specializing in SAP’s digital supply chain and ERP solutions since 2017. As a marketer, blogger, and podcaster, she creates engaging content that highlights innovative SAP technologies and explores key topics including business trends, AI, Industry 4.0, and sustainability.

She holds dual bachelor’s degrees in Finance & Accounting and English Translation, along with a master’s degree in Business Administration and Foreign Trade, specializing in marketing. With her background in digital transformation, Oyku communicates technology trends and industry insights to help professionals navigate the evolving business landscape.

Oyku’s ⁠LinkedIn⁠ and ⁠SAP Community⁠

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Key Topics: ERP support, proactive support, AI analytics, customer health, data patterns, change management, Black Friday uptime, support automation, ERP transformation, cyber prevention