Skip to Content
Author's profile photo Benjamin Wilk

The SAP Customer Support Podcast, Episode 2: How to Future-Proof Your Customer Support


How fast can you get a gallon of milk, a roll of paper towels, or even a pint of gourmet ice cream? These household necessities used to at least require a quick trip to the corner store. Now I can tap on my smartphone, place an order, and have Haagen-Dazs, Bounty, and more delivered within the hour.

In the digital world of instant gratification, we expect customer support to be immediate, always-on, and personalized. These are no longer differentiators for a business; they’re table stakes. And most businesses aren’t ready to earn their seat at the table.

Business moves more slowly than customer expectations can evolve. Right now most are challenged just to keep up. It takes the right combination of tools, technology, and personnel to prepare for the future of customer support.

Most importantly, it takes a new mindset. The businesses that thrive in the future will be open to change, always adapting and evolving, able to innovate while their competitors stagnate.

For this episode of the SAP Customer Support Podcast, we asked several industry experts to share insights on how your business can future-proof customer support. From new ways to use traditional channels, to new technologies businesses can embrace, the conversation is wide-ranging and thought-provoking.

Amongst others on this episode:

  • Mauricio Corona, Associate Director at BP Gurus, discusses how the very definition of customer service must evolve.
  • Silvio Bessa, Senior Vice President, Global MaxAttention and Solution Support, shares advice on digitizing the entire customer support chain.
  • Adam Toporek, Customer Service Expert, Keynote Speaker & Author, explores the customer side, explaining how businesses can evolve customer behavior.

Download the episode now for these insights and more from experts with decades of experience in the industry.

To future-proof customer support, your business must bring together traditional and new channels of communication, using tools and technology to provide an always-on, personalized customer support experience. Businesses that embrace these changes and adapt quickly will be fully equipped to thrive now and in the future.

On the next episode of the SAP Customer Support Podcast, our panel what tools and technologies businesses need for the next generation of customer support. Subscribe now to make sure you never miss an episode: iTunes | Google Play | Stitcher | RSS

Assigned Tags

      Be the first to leave a comment
      You must be Logged on to comment or reply to a post.