For many CX leaders, AI sounds promising, but proving its ROI is the real challenge. How do you measure its impact beyond automation—ensuring it reduces costs, enhances efficiency, and improves customer satisfaction?
That’s exactly the challenge Michelle Lewis-Miller, Vice President, Head of Strategy & Transformation at SAP Concur, set out to solve. On this episode of The Modern Customer Podcast, Michelle shares how her team successfully combined automation, AI, and human-centered CX strategies to create a smarter, more efficient support experience—one that delivers measurable business impact.
SAP Concur, a leading B2B provider of expense and travel management solutions, faced growing support demands. To scale without frustrating customers or overloading teams, it turned to AI-powered search and automation for a faster, more efficient self-service experience.
The impact was clear:
✔ 90% fewer searches per session—customers found answers instantly.
✔ 30% drop in case submissions—reducing strain on support teams.
✔ 9% year-over-year decrease in case volumes—cutting costs while improving CX.
By partnering with Coveo, SAP Concur built an AI-driven self-service system that didn’t just deflect cases—it delivered instant, relevant answers, eliminating friction and making support effortless.
Key Takeaways from the Episode
📌 06:07 | Why B2B Customer Experience Requires More Than Just Technology
Michelle explains why trust, relationships, and strategic AI implementation define modern B2B CX.
📌 13:02 | How AI Transformed SAP Concur’s Customer Support
How AI-powered search and automation made self-service more effective and effortless.
📌 17:47 | The KPIs That Prove AI’s Business Impact
What success metrics actually matter? Learn how SAP Concur tracks case deflection, self-service effectiveness, and customer satisfaction.
📌 24:08 | Future-Proofing Your Career in AI-Driven CX
Why AI literacy and soft skills are critical for CX leaders—and how to stay ahead of industry changes.
AI isn’t replacing human connection—it’s making customer interactions faster, smarter, and more intuitive. Companies that embrace AI-driven self-service while keeping customer trust at the center will set the standard for the future of CX.
Want to see AI’s real impact? Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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