SAP Change Makers

Show Notes:

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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Show Notes:

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

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Show Notes:

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

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Show Notes:

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.

Find Stefan Steinle | LinkedIn
Find Oliver Huschke | LinkedIn
Learn more about SAP Services and Support

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Show Notes:

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.

Find Vivan Luechau-de la Roche | LinkedIn
Find Oliver Huschke | LinkedIn
Learn more about SAP Services and Support

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