Stefan Steinle, Executive Vice President and Head of Global Customer Support at SAP, shares SAP’s latest support innovations and how customers can unlock new value from them.
Customer Support Summit - San Ramon
Join SAP executives and industry leaders for a day of insights, innovation, and collaboration.
Hosted by Stefan Steinle, Executive Vice President and Head of Global Customer Support at SAP, the event highlights how SAP helps keep your mission‑critical processes running smoothly. You’ll learn how real‑time expertise, proactive system intelligence, and an integrated support ecosystem can help you prevent issues before they arise, strengthen the resilience of your landscape, and ensure stability across your entire environment. This event is designed to give you practical insights and tangible value you can apply directly to your operations.
Registration is free for SAP customers - Secure your spot today.
When: March 4, 2026
Where: San Ramon, California
Roundhouse Market & Conference Center
2600 Camino Ramon, Suite 100
San Ramon, CA 94583-5000
John Markoff
Special Guest Speaker
John Markoff is a Pulitzer Prize-winning American journalist best known for his distinguished coverage of technology and its impact on society. During his nearly three decades at The New York Times, he reported on the rise of Silicon Valley, cybersecurity threats, and the evolution of artificial intelligence, often blending deep technical understanding with broader social analysis.
Markoff is also the author of several influential books, including "What the Dormouse Said: How the Sixties Counterculture Shaped the Personal Computer Industry" and "Machines of Loving Grace: The Quest for Common Ground between Humans and Robots", and is widely recognized for shaping public conversation around the ethical implications of emerging technologies. He was part of the New York Times team that won the 2013 Pulitzer Prize for Explanatory Reporting for their coverage of the business practices of Apple and other technology companies.
What to expect
Visionary Keynotes on SAP’s support strategy and its impact on your business.
Panel Discussions with customers and SAP leaders discussing challenges and sharing success stories.
Breakout Sessions for in-depth exploration of SAP’s support strategy, including live demos and hands-on experience with our support services and tools.
Networking Opportunities to connect directly with other customers, SAP executives and subject-matter experts.
What we will talk about
AI‑powered support
Discover how SAP is applying the latest advancements in artificial intelligence to streamline your support experience, accelerate case resolution, and deliver more personalized guidance.
Personalized support
Learn about SAP customer support engagements and activities based on specific customer setup with capabilities to deliver invisible, empowered, and accelerated support fueled by AI.
SAP’s support strategy
Get a clear view of SAP’s long‑term vision for support, including upcoming innovations and strategic priorities designed to maximize the value you receive as an SAP customer.
Support Accreditation
Learn how Support Accreditation empowers your teams with the knowledge and best practices needed to make every interaction with SAP Support more efficient, productive, and outcome‑driven.
Speakers
Stefan Steinle
Executive Vice President, Head of Global Customer Support
SAP
Mohammed Ajouz
Senior Vice President, Global Head of Technical Support
SAP
Bethany Moffatt
Vice President, Chief Operating Officer for Global Customer Support
SAP
Geoff Scott
CEO & Chief Community Champion
ASUG
Jens Bernotat
Head of Strategy and Ecosystem Management, Global Customer Support
SAP
Daniel Gerdes
Senior Vice President, Global Head of SAP Mission Control Center & Mission-Critical Support
SAP
Alice Petrovich
Head of Technical Support Executive Office
SAP
Agenda sneak peek
Discover what’s in store at the Customer Support Summit
A real-world example showcasing how SAP’s support solutions generate tangible business outcomes and help customers thrive.
An overview of SAP’s support strategy, including insights into the future of customer support and where the organization is heading.
Trust, Transparency, and AI: Customer Perspectives on Support
Customers, partners, and SAP leaders come together to explore how AI is transforming the support experience—from faster resolution and 24/7 availability to the challenges of accuracy, bias, and data privacy. The panel dives into how transparency and human-in-the-loop design influence customer trust, loyalty, and adoption. Through real-world examples, practical metrics, and open discussion, speakers will share best practices for deciding when, where, and how to disclose AI’s role in support, and how to balance automation with the human touch that customers still value.
A dedicated opportunity for attendees to ask questions directly to SAP Support executives.
Explore multiple tracks to personalize your agenda, featuring Tech Talks (classroom-style sessions) and DemoPods (live demonstrations of SAP support solutions). Topics include:
- Support Accreditation: Learn best practices to get powerful solutions faster. Support Accreditation equips your teams with knowledge to make every interaction with SAP Support more productive and outcome-driven.
- Intelligent Front Door: Get introduced to SAP’s new AI‑powered conversational entry point designed to quickly surface critical business information and streamline solution adoption, cloud management, and operational processes.
- SAP Mission Control Center: Learn how the SAP MCC integrates critical situation insights with its portfolio of services and why it serves as your last line of defense in customer support.
- Preventive Customer Risk Mitigation from SAP's Customer Support: See how SAP’s AI-driven agentic support anticipates and mitigates risks before they affect operations, ensuring seamless and proactive customer experience
- How Joule and SAP Cloud ALM Bring AI‑Powered Stability to SAP Operations: Find out how Joule AI enables proactive operations by generating instant insights, detecting anomalies early, and supporting continuous reliability across complex SAP landscapes.
- Unlocking Value and Innovation with Support for the SAP Business Suite: Learn how SAP Enterprise Support accelerates onboarding, reduces risk, and helps you unlock full solution value through expert services and upskilling resources.
- Customer Success Through Trusted Partner Support Experience: Understand how SAP empowers partners to deliver high‑quality services, how customers can assess partner effectiveness, and which tools support strong partner collaboration.
Stay tuned
Full agenda and speaker details will be announced soon.