时间：2024年5月13日18:00-20:30

Time: 13 May2024, 18:00-20:30

地点：同济大厦A楼301报告厅

Venue: Room301, Tongji SEM Tower A

讲座致辞

施 骞

SHI Qian

同济大学经济与管理学院党委书记

教授、博士生导师

Secretary of Party Committee, School of Economics and Management, Tongji University

Professor, Doctoral Supervisor

讲座主持

钟宁桦

ZHONG Ninghua

同济大学经济与管理学院副院长

教授、博士生导师

教育部长江学者特聘教授

Associate Dean, School of Economics and Management, Tongji University

Professor, Doctoral Supervisor

讲座嘉宾

Stefan Steinle

SAP 高级执行副总裁, 客户支持负责人

SAP Executive Vice President

Head of Customer Support,SAPCustomer Services & Delivery

Stefan Steinle负责管理SAP的客户支持部门。该部门指导SAP的客户进行个性化的数字化转型，为端到端应用生命周期管理提供平台。Stefan于2000年加入SAP。在负责客户支持之前，他曾担任SAP Product Engineering部门的首席运营官兼战略负责人，推动SAP的工程团队交付全球排名第一的商业软件。此前，他曾担任SAP全球化服务主管、SAP全球业务运营董事会区域首席运营官，并作为前执行董事成员Gerhard Oswald的执行董事助理、首席幕僚和运营主管。在SAP的前十年里，Stefan担任顾问，负责监督跨国公司的大型实施项目。

Stefan Steinle is responsible for managing SAP’s Customer Support organization.The organization guides SAP’s customers through their individual digital transformations, providing the platform for end-to-end application lifecycle management.Stefan joined SAP in 2000. Before heading Customer Support, he was COO & Head of Strategy of the SAP Product Engineering board unit, powering SAP’s engineering teams to deliver the world’s #1 business software. Prior roles were Head of SAP Globalization Services, COO of SAP’s Global Business Operations board area, and serving former executive board member Gerhard Oswald as Executive Board Assistant, Chief of Staff, and Head of Operations. In his first ten years at SAP, Stefan worked as a consultant, overseeing large implementation projects at multinational companies.

Jens Trotzky

SAP客户支持部门人工智能负责人

SAP Head of Artificial Intelligence in Customer Support

Jens Trotzky拥有丰富的工程背景，在过去的十年中开创并领导了许多服务和支持方面的重要项目。他常驻亚太地区，领导关键任务支持团队，并开发了“任务控制中心”等项目。在他目前的角色中，他负责人工智能和数据驱动的创新解决方案的开发，以改善、加速和自动化客户服务的体验。其中，首个旗舰产品“事故解决匹配”于2018年11月向SAP的客户正式上线。他本人还是同济大学的校友。

Jens Trotzky has an extensive engineering background and has pioneered and led many services and support initiatives in the past decade. Located in Asia-Pacific, he led the technical mission-critical support and platform teams and developed concepts like the Mission Control Center. In his current role, he oversees the development of Artificial Intelligence and data-driven innovation solutions to improve, accelerate, and automate customer service and support experience. One of the first flagship products, Incident Solution Matching, went live to our customers in November 2018. He is also an alumnus of Tongji University.

Q&A环节主持

许磊

Bill XU

SAP 中国研究院战略规划与运营总监

Director of Strategic Planning & Operation of SAP Labs China

许磊现任 SAP Labs China 战略规划与运营总监、SAP 中国研究院创新与孵化负责人、SAP 中国研究院数字化学院负责人。

Bill Xu is the director of strategic planning and operation of SAP Labs China, Head of SAP Labs China internal innovation & incubation, and Head of SAP Labs China Digital School.

Abstract

SAP作为全球顶尖的软件巨头，其业务遍布世界各地，致力于确保关键业务流程的顺畅运行。正因如此，SAP的客户服务和支持部门的职责，远超出了简单的工单的处理。他们日复一日地努力，实际上是为了保障那些能够改善人们生活的系统的持续运行。如今，随着人工智能——这一历史上重大的技术革新——的不断发展，SAP的日常业务流程也正在经历深刻的变革。在本次讲座中，SAP执行副总裁兼客户支持主管Stefan Steinle以及SAP的人工智能技术主管Jens Trotzky将为我们深入剖析这家全球企业的客户服务业务，并探讨人工智能在该领域的实际应用与发展。

SAP is one of the world’s largest software companies, operating across the globe and enabling crucial business processes to run. Therefore, the responsibilities of SAP’s customer services and support units far exceed typical ticket processing: Instead, they literally keep the systems running that improve people’s lives – day in and day out.As in all industries, artificial intelligence, which is currently making one of the most significant technological breakthroughs in history, is revolutionizing SAP’s daily business processes.In this session, Stefan Steinle, Executive Vice President and Head of Customer Support, and Jens Trotzky, Head of Artificial Intelligence Technologies at SAP, will shine a light on one of the global players’ customer business and the usage of AI within.

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报名截止时间：5月12日 周日 17:00

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