Join us for SAP’s Customer Support Summit at our Newtown Square office on Thursday, March 27, 2025. This event is set to be both exciting and inspiring. We are honored to kick off the event with a thought-provoking keynote from Mohammed Ajouz - Senior Vice President, Global Head of Technical Support.

During the summit, we will delve into important topics in SAP support, including:

  • Customer Success Stories
  • AI advancements to improve your support experience
  • RISE with SAP & GROW with SAP
  • Preventative Support Strategies.

You’ll have the opportunity to interact with Demo Pods showcasing self-service tools and SAP Enterprise Support solutions

To conclude the day, we’ll  host a lively networking reception, providing a fantastic chance to connect with fellow professionals and industry leaders. We are eagerly looking forward to seeing you there and sharing this incredible experience together.

This event is free of charge to our valued customers and partners.


Event Hosted by

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Mohammed Ajouz

Senior Vice President, Global Head of Technical Support

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Mohammed joined SAP in the summer of 2017 as Global Head of Technical Support. He is an experienced services executive, with more than 30 years’ background leading enterprise support organizations. His background includes the leadership of various enterprise support organizations at Oracle, as well as the successful transformation of support from on-premise to cloud at Skillsoft, where he led the customer support, as well as the cloud, operations organizations. Mohammed is a progressive thought-leader with an accomplishment record of providing effective, multi-faceted, innovative support to global enterprise customers.

In his current role, Mohammed is leading the way in a transformational era of change and growth to deliver the SAP's Real-Time Support for the digital enterprise with an award-winning support experience that delights customers. Always. He is responsible for leading and providing overall direction for Technical Support, ensuring customer and employee success while successfully executing on the overall SAP strategy. He lives the SAP leadership principles while providing ongoing coaching to the Techncal Support leadership team as a high performing team.

Special Guest

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Geoff Scott

CEO and Chief Community Champion

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Geoff Scott, CEO and Chief Community Officer of ASUG, believes that the connections we make for our members have the potential to become career-defining relationships that inspire innovation and success for their organizations.

His forward-thinking leadership prioritizes helping our members make the most of their investment in SAP technologies. To that end, Geoff works closely with customers, members, the SAP Executive Board, and the extensive partner ecosystem to amplify the voice of the SAP customer. Additionally, he enjoys the time he's able to spend with our members at ASUG conferences, events, as well as in informal meetings. Geoff has more than 20 years of leadership and technology experience. including seven years of extensive SAP implementation and operations experience. His background in the automotive, food, retail, and startup spaces brings valuable, broad-based experience to ASUG.

Past positions include CIO for TOMS Shoes, where he led the implementation of SAP: CIO at JBS; and senior leadership positions at Ford Motor Company. Before becoming CEO, Geoff was an ASUG member and served on the board. Geoff has served on several philanthropic boards and is the founding member of the Denver CIO Executive Council. He is a proud Spartan and alum of Michigan State University, where he earned his bachelor's degree in accounting as well as his MBA.

In his spare time. Geoff is an avid sports photographer in his community and challenges himself to keep up his application development skills by creating apps for his own enjoyment and use. Connect with Geoff on Twitter @gscott16.

Special Guest

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David Lehanski

Executive Vice President, Business Development & Innovation

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David Lehanski is the Executive Vice President of Business Development & Innovation for the National Hockey League, responsible for leading the League’s technology and innovation initiatives through the establishment of corporate partnerships, state-of-the-art technology solutions and new revenue.

Lehanski joined the NHL in 2005 and has been instrumental in building the most advanced technology solutions in sports. He has been a key driver in establishing the League’s world class technology infrastructure through creating partnerships with best-in-class tech companies including AWS, Apple, Extreme Networks, Presidio, Rogers, SAP, ServiceNow, Sportradar, VAST Data and Verizon. These partnerships and tremendous advancements in technology and innovation have not only well positioned the NHL to expand and advance both the game and the fan experience, but they have also helped to fuel the League’s remarkable business growth and record revenues.

Over the past several seasons, Lehanski has been focused on developing new solutions with the League’s technology providers to transform and enhance the game for Players, coaches, officials, media partners, and most importantly, the fans. At the forefront, he has been one of the key leaders in the development, implementation and monetization of the NHL’s innovative Puck and Player Tracking technology (NHL EDGE), which was deployed in all 32 NHL arenas during the 2021-22 season. NHL EDGE has enabled new digital fan engagement innovations, including the launch of the NHL EDGE advanced stats section on NHL.com. The system received a prestigious Alpha Award for Best Sports Innovation at the 2022 MIT Sloan Sports Analytics Conference and was also used to power two editions of the NHL Big City Greens Classic, the first-of-its-kind live simulation of any sport using tracking technology in North America, created via a collaboration with the NHL, ESPN / Disney and Beyond Sports in March 2023 and 2024, as well as the first-ever MultiVersus NHL Face-Off featuring premium IP from across the Warner Bros. Discovery universe. These live animated game broadcasts represented the next phase in the evolution of the League’s Puck and Player Tracking technology, with NHL EDGE data enabling an entire NHL game to be recreated in real time inside a virtual environment, featuring 3D animated Players whose movements synced with what was happening on the ice in live games.

Lehanski was also instrumental in the launch of NHL Blast on Roblox, a dynamic metaverse experience on Roblox which reimagines the game of hockey and serves as a central metaverse hub for the global hockey community to connect around their love for the sport. NHL Blast is currently the #1 original branded sports experience on Roblox. Under Lehanski’s leadership, the League has also introduced AWS’s Shot and Save analytics, Face-Off Probability and Opportunity Analysis advanced analytics, as well as the in-arena deployment of both Verizon’s and Rogers’ (Canada) cutting-edge 5G technology. He was also helped lead the NHL, in partnership with AWS to execute the first fully cloud-based live professional sports broadcast in North America on March 22, 2024 (Carolina Hurricanes @ Washington Capitals).

Lehanski was instrumental in the creation and implementation of the NHL’s groundbreaking in-arena coaching system introduced in 2017 - in collaboration with Apple - delivering real-time video highlights to coaches on the benches of every NHL arena. He also helped to develop the next phase of the NHL’s in-arena coaching system with the launch of the SAP-NHL Coaching Insights App for iPad, providing access to real-time, customized data and player statistics during the game on home and away benches in all 32 arenas. This season, Lehanski helped to deploy the newest phase of the system with Apple and Presidio: Apple Watches and the NHL Watch Comms App for on-ice officials.  The NHL Watch Comms App provides real-time, in-game situational communications on Apple watches worn by NHL officials during games. 

Lehanski also worked with NHL Chief Business Officer and Senior Executive Vice President Keith Wachtel as a strategic consultant for the NHL’s award-winning Digitally Enhanced Dasherboard (DED) technology, an advanced approach to dynamic dasherboard advertising that launched at the start of the 2022-23 season. The DED system allows for the digital replacement of camera-visible arena dasherboards within local, national, and international NHL game broadcasts, ushering in the next wave of innovation to create new opportunities for the League, its Clubs and their media and corporate partners.

Inside the NHL, Lehanski leads the NHL’s internal Innovation Team. Made up of internal experts from business development, strategy and information technology, the Innovation Team helps to advance the game of hockey by developing and implementing technology-driven solutions focused on the business and the game. Under Lehanski’s leadership, the Innovation Team has hosted three Technology Showcases – one during CES in Las Vegas in 2019 at T-Mobile Arena showcasing Puck and Player Technology, the second in 2022 at Prudential Center in New Jersey, demonstrating how the League can leverage 5G technology, and the most recent in March 2023 at Climate Pledge Arena in Seattle, exploring new experiences leveraging cloud technology. Each showcase was a pilot of futuristic technology solutions being developed by the NHL in collaboration with several leading technology providers to enhance the in-arena and at-home viewing experience.

Before joining the NHL, Lehanski served as Vice President of Marketing Solutions at Clear Channel Advantage where he worked with Fortune 500 advertisers/marketers to develop, sell, and activate fully integrated media/marketing solutions that leveraged all of Clear Channel’s assets. Previously, Lehanski was the co-founder and Vice President of HallOfSports.com, an online company focused on the distribution of sports memorabilia and collectibles with a long-term goal of consolidating the industry. He also spent several years as a consultant on the agency side at SFX Sports and Clarion Sports & Entertainment.

Lehanski was awarded Executive of the Year at the 2024 SBJ (Sports Business Journal) Tech Awards, and was named to SportsBusiness Journal’s Forty Under 40 Class of 2012, recognizing executives for excellence and innovation in their industry before the age of 40. He earned a B.A. with a major in economics from Bowdoin College and currently resides in Ridgewood, NJ with his wife Alison and two sons, Eddie and Leo.


What's in Store

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Hear from Mohammed Ajouz, Global head of Technical Support on the vision for SAP’s Customer Support & Cloud Lifecycle Management strategy and our industry-leading best practices in the Private and Public Cloud ecosystems. 

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Tech Talks and Demo Pods:  Explore AI-powered support solutions directly from SAP product & serivce experts.

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A thought-provoking panel discussion featuring SAP Leaders, SAP Customers, and Partners will explore the future the future of Customer Support & Cloud Lifecycle Management, driven by artificial intelligence and agentic support.



SAP Leaders in Attendance

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Jens Bernotat

Head of Strategy and Ecosystem Management

SAP

 

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Tarun Luthra

Global Head of Technical Support, Industries & Customer Experience

SAP

 

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David Hilton

Support Center Lead, North America
Customer Support & Cloud Lifecycle Management

SAP

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Bethany Moffatt

Vice President, Chief Operating Officer
Customer Support & Cloud Lifecycle Management

SAP
 

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Marcus Blaesi

Head of Global Ecosystem Programs
Customer Support & Cloud Lifecycle Management

SAP

 

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Bente Vollan

Senior Vice President, Global Head of Technical Support – Concur

SAP

 

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Holger Graf

Regional Vice President, Head of SAP Mission Control Center
Customer Support & Cloud Lifecycle Management

SAP

Agenda

Registration will begin at 8am.  During this time we invite you to enjoy a complimentary continential breakfast, available for all registered guests.

Welcome message and introduction to the event by David Hilton, Support Center Lead, North America

An inspiring keynote address from Mohammed Ajouz with Special Guest: Geoff Scott

An inspiring discussion of innovation and transformation featuring David Lehanski, Executive Vice President, Business Development & Innovation

Learn about the Customer Support & Cloud Lifecycle Management Strategy with Jens Bernotat

A panel of SAP Leaders, SAP Customers, and SAP Partners discuss the future of Support powered by artifical intelligence and agentic support.

Complimentary lunch will be provided on-site for all event attendees

  1.  RISE with SAP Methodology – Integrated ToolChain
  2.  Customer Journey into SAP Support
  3.  AI-Powered Customer Support | Agentic Case Resolution and Preventative Risk Mitigation
  4.  Unlock Unparalleled Results with SAP Enterprise Support: Insights, Guidance, and Self-Service Content
  5.  Cloud Support Collaboration with SAP Partners & Ecosystem

Talk to experts from each Tech Talk topic along with experts from SAP MaxAttention & SAP Preferred Success.  These Demo Pods will be available outside the auditorium before the afternoon auditorium sessions.

Get inspired by this showcase of real-world stories of leadership and impact.

Closing out the Summit with a few words from our event host Mohammed Ajouz, Senior Vice President, Global Head of Technical Support

Join us after the conclusion of the Customer Support Summit for a lively networking reception with complimentary refreshments.



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