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Conference Presentation

SAP Transformation - The Story Continues

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VP-level and above attendees will participate in facilitated peer discussions on key business challenges. The sessions will be led by TSIA research executives.  Next Generation Support: Schedule an Expert  Presented by Kimberly Meek, SAP  As part of SAP’s Next Generation Support transformation, SAP launched Schedule an Expert in May 2017. Schedule an Expert is an innovative service that allows customers to schedule a live, one-on-one 30-minute call with an SAP Support Engineer where they can get answers to their product related questions at a time convenient for them. In this presentation, you will see a demo of how Schedule an Expert works from the customer perspective as well as how SAP moved from pilot to full global deployment, including vendor selection, engineer training and managing engineer anxieties about being called ‘experts’. Turning Insight Into Action Presented by Jamie Bridwell, SAP Jamie Bridwell, Chief Customer Officer for SAP Support Delivery will highlight how SAP Support Delivery turned insight to action to improve the customer experience by reducing customer effort, while increasing customer satisfaction. Jamie will review both operational insights and customer feedback collection that led to action to an improve the customer experience. Additionally, Jamie will review modifications made to capture additional insight that allowed the organization to identify strategic initiatives and measure improvements based on the Customer Voice. Jamie will highlight how the insight improved Knowledge Centered Support (KCS) and Cognitive Computing for SAP Support Delivery to further enhance the customer experience resulting in improvements with Customer Effort and Customer Satisfaction.

Presented By:

Judith Platz

VP, Support Services Research, TSIA

Kimberly Meek

VP, Support, SAP

Jamie Bridwell

VP and Chief Customer Officer, SAP

Publish Date: May 9, 2018

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