Show Notes:

In this episode of SAP Change Makers, host Oliver Huschke is joined by Corinne Reisert, VP and Business Owner for Customer Delivery Experience, to explore how Joule is transforming SAP for Me from an information hub into an intelligent, proactive partner.

At SAP Sapphire 2026, SAP unveiled its vision for the Autonomous Enterprise — a future where AI agents don't just support business processes, but actively run them. That shift isn't limited to finance or HR. It's reshaping how customers experience SAP itself, starting with SAP for Me.

Learn how Joule is changing the way customers find answers, navigate their systems, and get things done — moving from search-and-click to ask-and-act. They discuss what this means for day-to-day users and admins alike, how SAP balances AI-driven self-service with human support where it matters most, and what it takes to earn customer trust as Joule gets deeper access into systems and data.

The result is a new kind of customer experience: faster, more intuitive, and increasingly anticipatory — but always grounded in transparency, trust, and the customer's own control over their journey.

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Show Notes:

In this episode of SAP Change Makers, host Oliver Huschke is joined by Uwe Wieditz, and Bernhard Luecke, to explore what the Autonomous Enterprise means for SAP Technical Support — today and tomorrow.

At SAP Sapphire 2026, SAP unveiled its vision for the Autonomous Enterprise — a future where AI agents run business processes end-to-end, embedded directly into enterprise systems. This transformation is not just happening in finance or HR. It is reshaping the very foundation of how our customers run their business.

In this episode of SAP Change Makers, host Oliver Huschke is joined by Uwe Wieditz, Vice President and Global Head of Private Cloud ERP Technical Support at SAP, and Bernhard Luecke, Senior Director, Technical Support in Private Cloud ERP, to explore what the Autonomous Enterprise means for SAP Technical Support — today and tomorrow.

Together, they unpack how AI is shifting support from reactive case handling to proactive, predictive, and autonomous operations. They discuss how agentic AI and multi-agent orchestration are accelerating issue resolution, how the role of the support engineer is evolving from problem-solver to AI orchestrator, and what it takes to build the skills, culture, and trust needed for this transformation.

The result is a new paradigm: enterprise support that is always on, always learning, and increasingly autonomous — but always anchored by human expertise, judgment, and the commitment to a positive customer experience.

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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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