SAP Concur managing director (Southeast Asia) Madanjit Singh today told a packed ballroom here in Kuala Lumpur that customer success and \u201cmaking them successful\u201d is the motivating factor that ensures the company continues to innovate and share expertise with industry.\n\u201cI am personally held responsible for customer success at Concur,\u201d said Madanjit. \u201cCustomers is at the heart of everything we do: From how we design our user experience to how we measure success, our ultimate goal is to provide solutions our customers need and want.\u201d\nHe was delivering the opening address at the SAP ConcurXchange event which was overwhelmingly received by customers, partners and industry players. Concur is an enterprise software company that was acquired by SAP in 2014 and world renowned for simplifying travel, expense and invoice management for total visibility and greater control.\nMadanjit elaborated on how \u201ccustomer experience\u201d comprises two parts: The buyer\u2019s journey followed by the customer journey which consists of, amongst others, adoption and optimisation.\nTransitioning to the cloud\n\u201cInnovation and expertise equates to value,\u201d he said, adding that having the necessary implementation methodology is integral to any desired solution.\nMadanjit also said that \u201cSAP Concur is the safest and shortest distance between business transitioning to the cloud.\n\u201cThe SAP Concur cloud-based solution is designed to meet the needs of any global business and offers a sophisticated - yet simple - way to manage expense, travel, and invoice that scales with any-sized business,\u201d he said. \u201cOur cloud is built using modern architectural patterns designed to provide security, reliability, and scale.\u201d\nMeanwhile, its travel services department head (Asia-Pacific and Greater China) Carl Jones emphasised that hyper-connectivity is resulting in a shift toward greater mass personalisation of products and services.\n\u201cMore and more companies are using sophisticated algorithms to understand their customers better and tailoring their products to specific needs,\u201d he said, adding that algorithms, in combination with collaborative analysis, are keys to driving sales.\nThe future of travel\nOn the travel front, and for the travel manager, visibility of spend is now an expected standard, he said.\n\u201cFor the travel manager, predictive analytics can help them manage travel policies in real time, together with managing budgets,\u201d he added. \u201cWhat\u2019s more, for high level policy guidance, \u2018what if\u2019 scenarios can easily be predicted on MIS.\u201d\nAs for the traveller, artificial intelligence and robotics can help them automatically make changes when things are disrupted - or help them with recommendation of new travel plans, he shared.\n\u201cIn addition, traveller can also be warned at booking when circumstances change (such as weather disruption) while they could also look for options to automatically recheck air and hotels for cheaper tickets,\u201d added Jones.\n\u201cSAP Concur will continue to innovate to improve the experiences of business travellers, travel managers and finance leaders,\u201d emphasised Jones.\n\u201cOur cloud-based solutions deliver an effortless experience for employees and total transparency into spending, helping organisations of all sizes, industries and locations run better,\u201d he concluded.