How SAP Concur Transformed Customer Support & Reduced Costs

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…