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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?​

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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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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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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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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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Show Notes:

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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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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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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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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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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In this episode Bente Vollan, SVP and Global Head of Product Support Concur, talks about how problem resolution can be a positive customer experience. Her organization’s focus is to simplify and improve the customer support experience – to make it easy and intuitive for customers to get their problem resolved and make every interaction a positive one.

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In this episode Vivian Luechau-de la Roche, Senior Vice President and Global Head of the SAP Mission Control Center and Mission Critical Support talks about importance of mission critical support and especially she will shed some light into what the SAP Mission Control Center is all about.

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Show Notes:

Companies are making the radical change to cloud systems. How is this shift changing the industry and the way support is delivered? Find out on the latest Changemakers podcast episode where Mohammed Ajouz, Head of Product Support at SAP shares more.

Find out on the latest Changemakers podcast episode where Mohammed Ajouz, Head of Product Support at SAP shares more.

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Listen as Michele Deery, Global VP and Head of Procurement Cloud Delivery Services at SAP, shares her insights and offers practical advice to organizations considering transforming procurement in the cloud.

SAP Ariba website/services
SAP Ariba Portfolio of Services

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Listen as Andreas Spahn, Principal Consultant in Digital and Technology Innovation at SAP, and Christof Heurung, Digitalization Strategy Expert from Schaeffler, discuss what it means to be in a strategic partnership and how it promotes major innovation among the corporations.

• Schaeffler Group Website
• Schaeffler integrates intelligent technologies for future interaction with SAP S/4HANA – YouTube
• Data Management: How Schaeffler and SAP Innovate Together

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What does mindfulness and emotional intelligence have to do with long-term success? Everything. Listen to Andrew Simon, Director, Customer Experience Services at SAP and Peter Bostelmann, our Chief Mindfulness Officer at SAP, discuss their experience with implementing and experiencing first-hand the importance of practicing mindfulness and emotional intelligence in their daily work and lives.

For more information, check out our Global Mindfulness Practice at SAP.

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Business Process Consultant and Enterprise Architect at SAP, Timo Fassbinder, discusses the benefits and importance of enterprise architecture in execution of a business strategy, in order to stay ahead of the competition.

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Listen as we chat with Kurt Bauer, Global SVP of Premium Engagements at SAP and long-time SAP veteran, to understand why so many of our customers trust SAP MaxAttention and premium engagements to help them transform into an intelligent enterprise. Kurt also touches on what the future of SAP Services and Support will look like as we continue to evolve and guide our customers to success in their digital transformation.

To learn more about SAP MaxAttention, visit www.sap.com/maxattention.

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In this episode we speak with Dr. Engelbert Quack, quantum physicist and Strategic Advisor with SAP, to learn about what quantum computing is and how SAP is utilizing this into the future to stay leading-edge for us and our customers.

To learn more about Quantum Computing at SAP, check out this article: English | German

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SAP Emarsys Customer Engagement empowers digital marketing leaders and business owners with an omnichannel customer engagement platform built to accelerate business outcomes. By rapidly aligning desired business results with proven omnichannel customer engagement strategies, the platform enables brands to accelerate time to value, deliver superior one-on-one experiences and produce measurable results fast. For more information, visit sap.com/customerengagement.

With access to Mention Me’s sophisticated Referral Engineering platform, SAP customers can harness their consumers’ enthusiasm for their brand to drive acquisition, increase customer lifetime value, and boost AOV. Mention Me’s solution works with SAP Emarsys Customer Engagement. Check out Mention Me’s listing on SAP Store.

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In this episode we will elaborate on and discuss the following questions:

What does sustainability mean to corporations (and to us personally)?
What do we need for successful economic action?
How does SAP support customers with solutions and services?

Show Notes:

• Find Markus Herhold on LinkedIn
• Find Gerhard Loske on LinkedIn
• Learn more about SAP Services

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For further information read the article: https://www.themanufacturer.com/articles/crossing-the-abyss/

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Hear from Georg Kube, Global VP of Industrial Machinery and Components at SAP, and Vahid Khamsi, SVP of Industries at SAP, on what it means to be an “intelligent” industrial manufacturer, why you should make the transition, and what the journey of getting there looks like.

SAP Industry Cloud | Services & Support at SAP

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​In this panel discussion, hear from four industry leaders on how SAP integrates diversity, inclusion, and equity practices into our software to eliminate process biases with applied research-backed technology to, as Margot Goodson says, make “DE&I our DNA” at SAP – and to help our customers do the same.

Diversity & Inclusion at SAP | SAP SuccessFactors | Services & Support at SAP

• Find Dr. Lauren Bidwell on LinkedIn
• Find Amy Broyles on LinkedIn
• Find Margot Goodson on LinkedIn
• Find Klaus Kampen on LinkedIn
• Learn more about SAP Services

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• Find Michael Mahoney on LinkedIn
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Show Notes:

• Find Peter Flohrer on LinkedIn
• Find Vahid Khamsi on LinkedIn
• Learn more about SAP Services
• Learn more about Industry Cloud, Industry-Specific Cloud Solutions, SAP

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