Kai Petzelt is Senior Director of Product Marketing at SAP. He is responsible for the creation and communication of messaging and positioning for the CRM solutions portfolio for the Customer Service line of business. Kai has accumulated 20 years of experience in marketing, strategy, and business management positions across high-tech, chemicals, and life sciences in multinational corporations across Europe and North America. Kai is a frequent speaker at industry events and webinars, and blogs regularly about all things related to customer engagement. A native of Germany, Kai is now a Silicon Valley transplant.