Your Business, Your Joule: Reinventing SAP for Me

Welcome back to SAP Changemakers, the podcast where bold ideas break through technologies and passionate people shape the future of business. Today, we are turning the lens onto something every SAP customer touches directly that day to day experience with SAP for me. With me is Corinne Reisert, Vice President and Business Owner for Customer Delivery Experience SAP for me. At SAP Sapphire, 2026, we saw that Joule in SAP for me has been a topic of high interest among our customers. Let's dig deeper into why that is and what it means for the way customers engage with SAP itself. This isn't just about AI changing how SAP runs internally, it's about AI changing how customers experience SAP. Let's dive right in. Corinne, great to have you here. Joule in SAP for me clearly struck a nerve at Sapphire. People couldn't stop talking about it. We have seen this at our demopods at our booths. What is it about this combination that's generating so much buzz? Hi, Oliver. Thanks for the invite. I'm really happy to be here today. Customers feel it immediately. Instead of hunting through SAP for me for information, they can just ask in natural language. It's actually the first time many customers can make use of AI directly inside their day-to-day SAP relationship, not just in the back end, but in their hands. Plus, it's free of charge and without implementation effort. From my point of view, the interest reflects a bigger shift. Customers want less friction and more direct intelligent guidance. Joule delivers exactly that. Let's get more concrete. What specific Joule capabilities have you introduced in SAP for me and what impact have they had so far? That's a great question. I think everyone knows the standard conversational AI tools that we all work with these days. We also have that in Joule. Joule can answer in questions in natural language. It speaks several languages, so it's not restricted to English only. In the additional capabilities that we offer, we have focused on the main pain points customers reported. What Joule can help you with is effortless navigation, advanced self-service, and fast task execution. You are also asking about the impact. What we see is that Joule is only available in SAP for me for a little more than a month, but the adoption is really taking up. We just had celebrated the 100,000 user miles, so that's really great. Also, the early feedback is super positive. Keep in mind, this is only the very first release, so it's the starting point, and we have many more ideas for Joule and SAP for me. 100,000 users incredible. Paint a picture for us. How is finding answers inside SAP for me different today with Joule versus how it used to work? Well, SAP for me is a portal that has many different apps and a lot of content, so before customers searched static content and had to sift through the results. And often they were unsure if they'd found really the best answer. Now Joule is here to help and interprets the intent and pulls together one clear answer based on help, documentation, and of course SAP nodes and knowledge-based articles. It's really a shift from Go find yourself to just tell me what you need, and that change alone is reshaping expectations. Wow, incredible. From a user's seat, what does interacting with Joule in SAP for me actually feel like, and is it replacing search, support cases, or both? Yeah, I think that's a question that we receive a lot, and to be very clear, Joule is not taking away functionality, but it's really complimentary. So Joule can resolve many search-type questions instantly, and support-related ones, they get pre-qualified and contextualized before a case is even opened. The conversational layer of Joule that sits on top of everything that customers used to do manually before is helping the users and is making the interaction more convenient. But still, nothing disappears. Customers can still browse or open a case, but Joule really offers a faster and more convenient way. As Joule absorbs more of the routine lookups and navigation, how do you see the role of the SAP for me admin and the power users changing? So I hope all of the SAP for me admins and power users are really looking forward to using Joule because it frees up time, so they don't have to spend so much time on manual work, but they can focus on more complex issues that actually requires human intelligence. Power users become more strategic, and they can spend their time interpreting insights and acting on recommendations, not retrieving data. Okay, so not every customer wants to go all in on self-service AI, some still want a human on the other end. How does SAP strike that balance in SAP for me? Yeah, good point. So here I would also like to emphasize that we're not taking away human support, so Joule is really built to amplify the human support relationship. It will not replace it. And customers always have a clear path to a real person, and also your transparency is a non-negotiable. Customers should always know whether they're talking to Joule or a human, so we make that very transparent. For complex or relationship sensitive moments, of course, human expertise stays front and center. Okay, and Joule needs deep access to customer data and systems to do its job well. How does SAP make sure that access doesn't come at the cost of trust? Yeah, of course. That's a question and a topic that we worked a lot on. So the same data governance and security principles that apply to every mission critical SAP process also apply to Joule. No exceptions. Also important to say is that customers retain control over their data, and Joule operates strictly within each customer's own security and compliance boundaries. Joule in SAP for me is really designed to assist, not decide, so it provides suggestions, recommendations based on available information, but it does not take actions or make changes without your confirmation. It will always ask before. Critical decisions and system records always remain under customer control, ensuring that Joule in SAP for me enhances productivity, while safeguarding accuracy and trust. Okay. Looking ahead, what excites you most about where Joule in SAP for me is headed, and what does that open up for customers? Oliver, that's actually a great question, and I'm super excited about the future of Joule in SAP for me. So I think what we will see is the shift from SAP for me as a portal to SAP for me really as a proactive partner. And this will fundamentally change the value customers get every single day. Customers will gain faster answers, fewer disruptions, and guidance shaped specifically around their own systems and business context. And as Joule keeps learning from real interactions, the experience only gets more personalized and more anticipatory from here. Wow. Corinne, as we wrap up, what final message would you like to leave our listeners? So final message is that you keep in mind that SAP for me with Joule is becoming less a place customer's visit for troubleshooting, but will be a partner that works alongside them. Everyone should expect faster answers, more proactive guidance, and experience that feels genuinely personal. Trust and transparency stay the foundation. I should make the experience clearer and more empowering, nevertheless under the customer's control. So my last statement, and I hope that also this podcast provided some motivation. If you haven't tried it out yet, let's do it now. So thank you. So I'm directly motivated. So I will directly after the podcast jump in and try it. Corinne, thank you so much. This has been really an energizing conversation. What's clear is that the future of the customer experience at SAP isn't just about adding AI. It's about making every interaction faster, clearer, and more personal. SAP for me is becoming less of a destination and more often partner anticipating needs surfacing answers and putting customers back in the driver's seat of their own journey. To learn more about how Joule is transforming SAP for me, visit SAP.com/forme, be sure to explore SAP Sapphire content and upcoming SAP events, live demos, real use cases, and direct access to our product experts. That's all for today's episode of SAP Changemakers. Whether you're listening from your office, your car, or from home, thank you so much for joining us. Share this with a colleague and subscribe wherever you will get a podcast. Until next time. Keep driving change, bye-bye.