AI + Human Expertise: The Future of Technical Support​

How do you deliver world-class technical support during moments that matter — at scale, with speed, and still keep the human touch?​

In this episode, I sit down with Uwe Wieditz, Vice President and Head of Technical Support for Private Cloud ERP at SAP — and a 30-year SAP veteran — to explore how AI is transforming support without replacing the people behind it.​

We discuss:​

 What AI can (and can’t) do in tech support​

 How roles are evolving — not disappearing​

 Why empathy and intuition still matter​

 What’s next in AI-augmented support​

 Listen now: https://podcast.opensap.info/changemakers/2025/09/22/the-power-duo-how-ai-and-human-support-engineers-are-shaping-the-future-of-customer-success/

Let us know what you think — is your organization ready for AI + human support?​

Find Uwe Wieditz | LinkedIn
Find Oliver Huschke | LinkedIn
Learn more about SAP Services and Support

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The post The Power Duo: How AI and Human Support Engineers Are Shaping the Future of Customer Success first appeared on SAP Change Makers.

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.​

Find Mohammed Ajouz | LinkedIn
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The post Agentic AI: Redefining the Future of Customer Support first appeared on SAP Change Makers.

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!

Find Tarun Luthra | LinkedIn
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The post AI + Automation = 100% Uptime! Discover SAP’s Holiday Readiness Secrets first appeared on SAP Change Makers.

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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The post Black Friday, Cyber Monday, and Beyond: Revolutionizing Customer Support with AI-Powered Prevention first appeared on SAP Change Makers.

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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The post Inside SAP’s Mission Control: Protecting Businesses When It Counts first appeared on SAP Change Makers.

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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The post SAP Business Network: Effecting Change through Transparency, Resiliency and Sustainability first appeared on SAP Change Makers.

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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The post Transforming Customer Experience with AI first appeared on SAP Change Makers.

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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The post Transforming with our Customers first appeared on SAP Change Makers.

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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Find Ann-Christin Schechter | LinkedIn
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The post How industries will drive tomorrow’s success first appeared on SAP Change Makers.

In this episode Stefanie Kuebler, VP and Head of Business and Data Transformation Solutions, talks about the top 5 business transformation challenges and how to overcome them – she especially will focus on the data transformation and how to speed-up migration and transformation projects, reduce planning and execution complexity, improve quality and how to lower the cost of implementation with the help of a tool and the knowledge of SAP already included within each cloud subscription. 

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The post The Top 5 Business Transformation Challenges and How to Overcome Them first appeared on SAP Change Makers.