Proving AI’s ROI: How SAP Concur Transformed Customer Support & Reduced Costs

Can AI actually improve customer experience while reducing costs? SAP Concur’s results say yes.

This week on The Modern Customer Podcast, Michelle Lewis Miller, VP of Strategy & Transformation at SAP Concur, shares how her team leveraged AI-powered search and automation to scale support, enhance self-service, and deliver measurable business impact.

The results speak for themselves:

✅ 90% fewer searches per session—faster resolutions with less effort. ✅ 30% drop in case submissions—reducing strain on support teams. ✅ 9% year-over-year decrease in case volumes—proving AI’s role in driving efficiency.

Michelle breaks down how SAP Concur balances automation with human connection, ensuring AI enhances, rather than replaces, the customer experience.

If you want to see how AI can drive real results in CX, this episode is packed with insights you won’t want to miss. Tune in now!

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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