In our latest episode, Craig is joined by Stefan Steinle, Executive Vice President and Head of Global Customer Support at SAP.
 
Stefan reflects on his 26 years at SAP and how customer support has evolved from a reactive, ticket-based model to a much more proactive, personalised and global approach. He explains the thinking behind SAP's three support pillars: invisible support, the work done quietly in the background to help customers hit critical milestones; empowered support, giving customers instant answers at their fingertips; and accelerated support, the agentic AI framework speeding up issue resolution.
 
Craig and Stefan also discuss  why SAP has chosen not to replace people with AI, and the measurable impact this approach is having on customer satisfaction. 

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