Customer Success Keynote: Connected to Win: From Moment to Momentum | SAP Sapphire Madrid 2026

In the age of AI, business advantage comes from being connected, ready, and able to act when it matters most. Every customer journey begins with a moment that demands change. Real value is created when that moment becomes momentum. In this SAP Sapphire Madrid 2026 customer keynote, SAP leaders and customers explore how business AI, clean core transformation, SAP Business Data Cloud, Joule, RISE with SAP, and SAP Business Technology Platform help organizations turn complexity into clarity and innovation into measurable outcomes. Hear from SAP leaders Thomas Saueressig and Manos Raptopoulos as they discuss SAP’s vision for the Autonomous Enterprise: a future where people set the direction, AI supports execution, and business processes run with speed, trust, and resilience. Customer leaders from Ericsson, EssilorLuxottica, Fonterra, and ZF Group share real transformation stories across telecommunications, retail, manufacturing, supply chain, and mobility. Together, they show how connected data, trusted AI agents, clean core principles, and responsible governance can help companies modernize operations, accelerate decision-making, and create new capacity for growth. You’ll also see how SAP is helping customers move to the cloud, adopt SAP Business AI at scale, use Joule Studio to build agents, improve AI adoption with WalkMe, and apply migration and modernization assistants to make transformation more predictable. Speakers and SAP leaders featured include: • Tomas Pfiester, Head of Customer Engagement & Adoption & Member of the Extended Board of SAP SE, SAP • Manos Raptopoulos, Global President Customer Success Europe, APAC, Middle East & Africa and Member of the Extended Board, SAP SE • Esra KOCATURK NORELL, Vice President, Customer • Thomas Buck, Chief Information Officer, ZF Group • Toby Granwal, Chief Information Officer, Fonterra • Davide Schinetti, Chief Operating Officer, EssilorLuxottica Chapters: 00:00 - Welcome to the SAP Sapphire Madrid customer keynote 01:00 - Turning disruption into opportunity 02:40 - Delivering value through SAP technology and partners 04:18 - SAP’s vision for the Autonomous Enterprise 05:21 - Verified agents, governance, and human oversight 06:38 - SAP Business AI Platform and agent extensibility 08:29 - Partner ecosystem and new AI collaborations 09:59 - Joule Studio and building agents faster 11:36 - Ericsson on AI, connectivity, and business transformation 14:57 - Ericsson’s problem-centric approach to AI 17:33 - Modernization, clean core, and SAP Business Data Cloud 20:11 - Why precision and business context matter for AI 21:25 - Joule Studio, SAP Knowledge Graph, and contextual AI 23:36 - EssilorLuxottica joins the keynote 25:18 - Retail AI use case with wearable technology 26:49 - Joule-powered store operations demo 30:42 - Turning a customer experience use case into reality 32:26 - Moving faster toward the Autonomous Enterprise 34:16 - RISE with SAP, clean core, and AI readiness 36:05 - Migration and modernization assistants demo 40:39 - AI-assisted project management and rollout planning 41:57 - Fonterra on RISE with SAP and clean core transformation 45:24 - Identifying practical AI use cases with SAP 47:12 - Forward-deployed engineering and services procurement 50:19 - Change management, WalkMe, and user adoption 51:38 - Scaling AI adoption across the enterprise 54:44 - ZF Group on RISE, SAP Business Data Cloud, and clean core 58:14 - Industry AI and quality management use cases 01:01:00 - Measuring AI value and ROI 01:02:14 - WalkMe and the future of AI adoption 01:05:43 - From AI moments to business momentum 01:06:48 - Key lessons from customer transformation stories Watch all SAP Sapphire replays on demand. 👉 https://www.sap.com/events/sapphire.html Follow SAP: LinkedIn: https://www.linkedin.com/company/sap/ Instagram: https://www.instagram.com/sap Facebook: https://www.facebook.com/SAP/ Threads: https://www.threads.com/@sap About SAP: As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://www.sap.com/index.html #SAPSapphire #SAPBusinessAI #AutonomousEnterprise