How AI Is Reshaping Retail, Utilities, and SAP Customer Experience (CX)

Send us Fan MailFeaturing Jens Bernotat, Global Vice President Strategy, Portfolio and Ecosystem Management, Customer Solution Support and Innovation, SAPWeek on ASUG Talks, Jens Bernotat joins the podcast to discuss SAP recently evolved services and support portfolio. He describes how SAP is moving from a reactive to proactive approach by moving from traditional ticket-based support to more prevention and proactivity. Key TakeawaysTwo main change drivers are the rise of AI and the need to consolidate support servicesSAP’s new prompt-based assistant, Joule, gives customers quick access to support knowledgeThe support evolution is tied to SAP’s broader vision of the autonomous enterpriseAround the ASUG CommunityLearn how ASUG Tech Connect brought together the SAP community to advance enterprise data, cloud, and AI effortsRead Reltio CEO Manish Sood’s thoughts on today’s AI use and how enterprises should distinguish between strategy and execution.More from ASUGSubscribe to the weekly First Five newsletterFind your local ASUG Chapter More from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter 

Send us Fan MailHow AI Is Changing IT Hiring, Recruiting, and StaffingFeaturing Niko Golding, Vice President of SAP Go-to-Market & Business Development at Robert HalfIn this episode of ASUG Talks, Niko Golding, Vice President of SAP Go-to-Market & Business Development at Robert Half, discusses how AI is reshaping the IT workforce and the staffing industry. Niko says that AI isn’t eliminating jobs, but it is changing them: the biggest risk for professionals is failing to adapt to new technology. Key takeaways-              AI is a foundational technology, not just an experiment-              AI literacy is becoming a baseline workplace skill-              Human skills matter more, not lessMore from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter 

Send us Fan MailJames Davison (Chief Strategy Officer of Pathlock) and Kyle Wechsler (SAP Security Control & Access Management Solution Leader of Protiviti) discuss agentic AI and AI governance in SAP environments. They emphasize the importance of traceability, transparency, and documentation, as well as how to constrain AI throughout its lifetime. This episode is brought to you by Pathlock and Protiviti.Key Insights·       Agentic AI benefits and risks·       Every AI agent needs a business owner, technical owner, and risk owner·       Designing guardrails and investigation readinessMore from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter 

Send us Fan MailThis week on ASUG Talks, we dive into the SAP Q3 2026 earnings call. Analysts Joshua Greenbaum and Jon Reed join the podcast to not only discuss their biggest takeaways, but what the call--and insights revealed by SAP leaders--mean for the software company's customers. Key Takeaways What the call revealed by SAP's approach to AI consumption credits How global volatility is impacting SAP customers' IT investments--and operations The way SAP is approaching AI governance This week in the ASUG community...Learn from ASICS leaders their experience of being early adopters of SAP S/4HANA for Fashion.Join ASUG and members of the utilities community for an interactive Community Conversation exploring the ideas and discussions that stood out at the event and what they could mean for utilities moving forwardRead Joshua Greenbaum's piece that we discussed in this week's episode More from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter 

Send us Fan MailThis week on ASUG Talks, we learn about how PepsiCo approached innovating its global enterprise asset management processes. Key InsightsHow PepsiCo established its Global Template--consolidated business processes into one SAP ERP approachInside managing PepsiCo's global spare parts catalogueHow PepsiCo approached adoption and governanceThis week in the ASUG Community...Read the City of Charlottesville’s lessons learned in moving to SAP S/4HANA as a public services and utilities organization.Learn what the SAP for Utilities keynotes highlighted for attendees, including how clean data and human oversight enable AI.More from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter 

Send us Fan MailThis week on ASUG Talks, I am joined by two of my fellow ASUG colleagues, Kelly Dowling and Elizabeth Tuckwell. The three of us were on the ground in Las Vegas for SAP Connect. We got together to discuss our biggest takeaways from the event. Key InsightsBreaking down the news and announcements from the eventThe importance of governance Examples of how SAP customers are different lines of business are leveraging SAP AIThis week in the ASUG community...Read our recap SAP for Utilities, Presented by ASUG, Day OneListen to my conversation with Balaji Balasubramanian, President, Chief Product Officer - SAP Customer Experience and Consumer Industries More from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter 

Send us Fan MailThis week on ASUG Talks, Balaji Balasubramanian, President, Chief Product Officer - SAP Customer Experience and Consumer Industries, joins the podcast to talk about how the SAP solutions that enable customers to manage the "front door" of their businesses is changing. Key Insights How retail and utility industry changes are spurring SAP CX innovationThe place of AI in SAP CX solutions Upcoming SAP CX developments and innovationsThis week in the ASUG community..Read about the groundbreaking solar and wireless charging infrastructure at Pennsylvania Turnpike Commission.Gain insight into how fellow SAP customers are using, measuring, and working with AI.More from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter 

Send us Fan MailIn light of the OpenAI/Hugging Face incident and AI leaders' call to pace agentic AI development, ASUG CEO & Chief Community Champion Geoff Scott joins the podcast to discuss what these developments mean for SAP customers' AI investments and journeys. Key Insights How the OpenAI/Hugging Face incident is a warning, not a prediction Future agentic AI risks for enterprises--and how to mitigate themPractical recommendations for SAP customers based on these developmentsThis week in the ASUG Community...Read Geoff's blog about the importance of harness to AI governanceLearn about the Tennessee Valley Authority's SAP ERP transformation Join the ASUG Utilities community for a webcast focused on how utility companies are leveraging AIMore from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter 

Send us Fan MailThis week on ASUG Talks, we hear about the key themes in the utilities industry and how the upcoming SAP for Utilities conference addresses those topics. Key Insights S/4HANA adoption in utilities How utilities are leveraging AI The way agentic AI are helping utilities contend with modern challenges This week in the ASUG community...Learn from PG&E’s SAP S/4HANA digital transformation and change management journeyTune in for a Community Conversation focused on SAP Joule for Developers’s ABAP Ai capabilities and agentic features More from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter 

Send us Fan MailThis week on ASUG Talks, as we get closer to the SAP ECC end of maintenance deadline, we dive into how organizations can prepare, and the lessons learned from previous SAP ERP transitions. Key InsightsHow S/4HANA and AI adoption are now intertwined The importance of data quality Breaking down the "Palantir fallacy"This week in the ASUG community...Preview the road map for SAP Distributed Energy Resources, via SAP utilities product ownersJoin ASUG on Sept. 16 for a Community Conversation webcast focused on the City of Charolettesville's migration from SAP ECC to SAP S/4HANA CloudMore from ASUG Subscribe the weekly First Five newsletterFind your local ASUG Chapter