Conference Presentation

Next-Generation Support

This report is for Support Services members only

Get Access to Member Content

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.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.