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Sri Lanka’s first ‘Digital Customer Experience Management Exchange’ by SLISM


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The Sri Lanka Institute of Service Management (SLISM) successfully conducted Sri Lanka’s first ‘Digital Customer Experience Management Exchange’ at Shangri-La, Colombo. 

SLISM VP Sandra De Zoysa and State of Minister of Finance and Guest of Honour Eran Wickramaratne



The event which was sold out, consisted of 300 eminent academic, private and public sector professionals in the service industry. 

Attended by State Minister of Finance and Chief Guest Eran Wickramaratne, Sri Lanka Port Authority Chairman and Guest of Honour Kavan Ratnayaka, as well as decision makers, senior management professionals and functional heads across banking, telecom, insurance, e-commerce, IT, retail, tourism and hospitality sectors in Sri Lanka, the event featured 20 renowned global and local speakers and panellists in the area of digital transformation and customer experience.

Commenting on the successful conclusion of the conference, SLISM Event Chairperson Rekha Weerasooriya stated: “As the first Digital Customer Experience Management Exchange in Sri Lanka, we are pleased that the event was met with such outstanding support from academic, public and private sector entities and individuals. As we begin to further develop and provide insight for the nation’s Service Management community, we are hopeful that this will spark positive change, boosting Service Management and increase the momentum.”

The event delved into the entire Digital Customer Experience ecosystem via two broad sessions; the combination of data analytics and product innovation to successfully translate data insights into a great product or service to gain competitive advantage. 

Best practices, lessons learnt and the framework and roadmaps for leading a successful customer-centric transformation. Channelling the voice of the customer and experience design expertise to deliver a personalised customer experience in order to build trust and loyalty between customers and businesses.

Concluding on the success of the event, SLISM VP and Dialog Axiata PLC Group Chief Customer Officer Sandra De Zoysa stated: “With the successful collaboration from the Academic, Public and Private Sectors, SLISM is excited about the journey ahead. In order to achieve the Government’s vision of digitally transforming Sri Lanka, SLISM will bring together the service eco-system through education and development to build the capacity of individuals and businesses in customer experience management, fuelling the transition from customer service to a digital customer experience era.”


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