Sri Lanka’s First Digital Customer Experience Management Exchange by SLISM became the highlight of the corporate calendar

The Sri Lanka Institute of Service Management (SLISM) successfully conducted Sri Lanka’s first, full-day ‘Digital Customer Experience Management Exchange’ at Shangri-La, Colombo. The event which was sold out, consisted of 300 eminent academic, private and public sector professionals in the service industry, including six [06] title partners, 20 corporate sponsors, 17 endorsement partners and over ten [10] multinational companies engaged as sponsors or speakers.

The event was attended by Chief Guest, Chairman, Sri Lanka Port Authority – Kavan Ratnayaka, Guest of Honour, State of Minister of Finance & MP of Sri Lanka – Hon. Minister Eran Wickramartane, as well as decision makers, senior management professionals & 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 panelists in the area of digital transformation and customer experience and was offered as an automated digital experience for the participants. Consisting of self registration; digital brochures/ agendas/ information screens; a mobile app and polling Q&A; digital raffle draw consisting of 30+ sponsor prizes and surprises giveaways; to even offer a digital photo booth online streaming portal via Facebook and YouTube.

Commenting on the successful conclusion of the conference, Event Chairperson, SLISM –  Ms. Rekha Weerasooriya said “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 2 broad sessions; on the combination of data analysis 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 personalized customer experience in order to build trust and loyalty between customers and businesses.

Concluding on the success of the event, VP of SLISM & Group Chief Customer Officer – Dialog Axiata PLC, Ms. Sandra De Zoysa said, “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”.