Description
Season 2026 Episode 12: A Deep Dive on SAP Global Customer Support with Stefan Steinle
Description
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 something far more proactive, personalised and global. 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 how AI is helping with migration and transformation projects. Stefan explains why SAP has chosen not to replace people with AI, and the measurable impact this approach is having on customer satisfaction.
Stefan reflects on his 26 years at SAP and how customer support has evolved from a reactive, ticket-based model to something far more proactive, personalised and global. 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 how AI is helping with migration and transformation projects. Stefan explains 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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