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Conference Presentation

Next-Generation Support

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Customer expectations have changed. Today's Support organizations need to move away from the largely reactive mode of operation and become much more pro-active and predictive, but much more than that it needs to become real-time. Support must be available at any moment, with customers having access to experts at any time. Everything in a modern support organization needs be inter-connected, always-on live support. And as part of an omni-channel delivery, support also has to be personalized and move into the product.

Join Judith Platz, TSIA's Vice President of Support Services Research, and Andreas Heckman, SAP's Senior Vice President and Global Head of Product Support, as they discuss the necessity for Support organizations to rapidly adjust and transform how they deliver value to the customers. Andreas will share his view of today's customers and the journey every support organization will need to make. Attendees will also see in-depth timelines and strategies for the journey SAP is on to create the new digital support experience.

This thought provoking session is geared towards those who are just beginning or are on the journey to transform their support organization. Please bring your questions and be prepared to leave energized at the possibilities for the next generation of Support.

Presented By:

Judith Platz

VP Research, Support Services, TSIA

Andreas Heckmann

Global SVP, Head of Support Delivery, SAP Digital Business Services, SAP

Publish Date: October 23, 2017

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