Carsten Schwarz in

Carsten Schwarz

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VP, Head of Customer Support Experience at SAP
📍 Landau in der Pfalz, Rhineland-Palatinate, Germany

Carsten Schwarz is the VP and Head of Customer Support Experience at SAP, where he leverages his expertise in organizational design and business process transformation. He has a background in finance and holds a Diplom-Ingenieur from RPTU Kaiserslautern-Landau, with a track record of leading global functions and driving operational excellence.

He spearheaded the initialization of SAPs newly centralized global analytics function, where he was responsible for establishing its entire operating model and strategy.

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Experience
11 Years
Current Role
VP, Head of Customer Support Experience
Job Level
Senior
Location
Landau in der Pfalz, Rhineland-Palatinate, Germany
Personality Overview

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Priorities

Topics Carsten cares about

Customer Experience
His current role is dedicated to improving the customer support journey. He actively promotes tools like the Customer Insights Dashboard and customer-centric events.
AI in Support
He is focused on the future of customer support, including the use of AI for innovation, predictive support, and the development of autonomous intelligent agents.
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Career

Work history

9-2024
VP, Head of Customer Support Experience
SAP
5-2020 - 10-2024
COO, Customer Support & Innovation, SAP
SAP
10-2014 - 4-2020
COO, Intelligent Data & Analytics
SAP
In the press

Media appearances

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Education
1998 - 2003
Diplom-Ingenieur
RPTU Kaiserslautern-Landau
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

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