Thomas Saueressig, SAP's Executive Board Member
Posted by Eva-Maria Fahrer on 23/04/2025 11:33
The SUGEN meeting 7-9 April consisted of 3 days full of information.
See link to full agenda here. See below for an attempt to summarize my 18 pages of notes. Below you find the first presentation in the program with Thomas Saueressig.
Thomas Saueressig, Executive Board Member for Customer Services & Delivery, SAP presented to the SUGEN community without slides in a open dialog.
He shared with us also a little bit confidential information that will be publicly released later this year at Sapphire and beyond which I can not share yet.
His bord area Customer support is essential for SAPs business success, but it is also one of the most challenging aspects of the knowledge economy, according to Thomas, who is in charge of this area. It requires turning a huge amount of information—about customer business needs, industry specifics, technology, and governance—into actionable insights.
He said SAPs customer support has been transformed into a seamless, efficient, and value-added experience by SAP's utilization of AI and other data-driven technologies. By embracing AI as a collaborative partner, support teams can now optimize resource allocation and prioritize high-value tasks.
Customer support has been revolutionized by generative AI, which allows our support teams to deliver higher quality results faster and provide more personalized customer recommendations. Additionally, generative AI creates new opportunities for combining AI services with AI agents.
AI agents automate time-consuming tasks, such as information retrieval and assessment, to optimize support processes. This automation allows human agents to focus on more complex issues, improving both operational efficiency and customer satisfaction.
He said the task for teams is to ensures that each customer feels supported as they work together with us in SAP to overcome their challenges. Empathy, care, and passion our support teams have will always be irreplaceable by AI.
The future of customer support lies in the collaboration between human expertise and AI's analytical capabilities, setting a new benchmark for customer success
Summarized by Eva-Maria Fahrer. Send your questions or comments to me.