{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Proving AI\u2019s ROI: How SAP Concur Transformed Customer Support & Reduced Costs","description":"Can AI actually improve customer experience while reducing costs? SAP Concur\u2019s 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: \u2705 90% fewer searches per session\u2014faster resolutions with less effort. \u2705 30% drop in case submissions\u2014reducing strain on support teams. \u2705 9% year-over-year decrease in case volumes\u2014proving AI\u2019s 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\u2019t 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\u2019s Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.  ","author_name":"The Modern Customer Podcast","author_url":"https:\/\/www.blakemichellemorgan.com\/the-modern-customer-podcast\/","html":"