01講座時間地點：

時間：2024年5月13日18:00-20:30

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

地點：同濟大廈A樓301報告廳

Venue: Room301, Tongji SEM Tower A

02講座安排：

講座致辭：

施騫，同濟大學經濟與管理學院黨委書記教授、博士生導師Secretary of Party Committee, School of Economics and Management, Tongji UniversityProfessor, Doctoral Supervisor

講座主持：

鐘寧樺，ZHONG Ninghua，同濟大學經濟與管理學院副院長

教授、博士生導師教育部長江學者特聘教授Associate Dean, School of Economics and Management, Tongji UniversityProfessor, Doctoral Supervisor

講座嘉賓：

Stefan Steinle，SAP高級執行副總裁,客戶支援負責人

SAP Executive Vice President，Head of Customer Support, SAP Customer Services & Delivery

Stefan Steinle負責管理SAP的客戶支援部門。該部門指導SAP的客戶進行個性化的數字化轉型，為端到端應用生命週期管理提供平臺。Stefan于2000年加入SAP。在負責客戶支援之前，他曾擔任SAP Product Engineering部門的首席運營官兼戰略負責人，推動SAP的工程團隊交付全球排名第一的商業軟體。此前，他曾擔任SAP全球化服務主管、SAP全球業務運營董事會區域首席運營官，並作為前執行董事成員Gerhard Oswald的執行董事助理、首席幕僚和運營主管。在SAP的前十年裏，Stefan擔任顧問，負責監督跨國公司的大型實施項目。

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客戶支援部門人工智慧負責人

SAP Head of Artificial Intelligence in Customer Support

Jens Trotzky擁有豐富的工程背景，在過去的十年中開創並領導了許多服務和支援方面的重要項目。他常駐亞太地區，領導關鍵任務支援團隊，並開發了“任務控制中心”等項目。在他目前的角色中，他負責人工智慧和數據驅動的創新解決方案的開發，以改善、加速和自動化客戶服務的體驗。其中，首個旗艦産品“事故解決匹配”于2018年11月向SAP的客戶正式上線。他本人還是同濟大學的校友。

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環節主持：

許磊，SAP中國研究院戰略規劃與運營總監

Director of Strategic Planning & Operation of SAP Labs China

許磊現任 SAP Labs China戰略規劃與運營總監、SAP中國研究院創新與孵化負責人、SAP中國研究院數字化學院負責人。

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.

03 Abstract：

SAP作為全球頂尖的軟體巨頭，其業務遍佈世界各地，致力於確保關鍵業務流程的順暢運作。正因如此，SAP的客戶服務和支援部門的職責，遠超出了簡單的工單的處理。他們日復一日地努力，實際上是為了保障那些能夠改善人們生活的系統的持續運作。如今，隨著人工智慧——這一歷史上重大的技術革新——的不斷發展，SAP的日常業務流程也正在經歷深刻的變革。在本次講座中，SAP執行副總裁兼客戶支援主管Stefan Steinle以及SAP的人工智慧技術主管Jens Trotzky將為我們深入剖析這家全球企業的客戶服務業務，並探討人工智慧在該領域的實際應用與發展。

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.

04報名方式：

報名截止時間：5月12日週日 17:00

注意：請大家切勿填錯個人資訊，尤其學號

請掃以下二維碼報名（該講座不限制人數）

05注意事項：

講座開始前請把手機設置成靜音；

講座期間不要使用手機、電腦、平板等電子設備，專心聽講；

請遵守會場管理規定，不攜帶食品和有色飲料入場；

現場提問互動是講座的重要環節，互動交流期間不得離場。

轉載：“同濟經管本碩博中心”微信公眾號