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Dialog Axiata wins Customer Experience and Trust Award

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Taking a leap forward in establishing its identity as a global customer experience champion, Dialog Axiata PLC, Sri Lanka’s premier connectivity provider, in partnership with Axiata Digital Labs (ADL), were recipients of the coveted Customer Experience and Trust award at the TM Forum 2020 Excellence Awards.  

With over 15 million customers and an expansive product portfolio, Dialog automated the top 80% of its manual processes which enabled it to gather and respond to customer feedback with strong digital customer experiences across all channels. As a result of this, the company was able to achieve 100% automation of distribution channel activations, over 70% of retail operations were paperless, 60% of its postpaid customers moving to e-bill, 50% of all payments collected via app, web, kiosks, IVR & other digital channels. 

The TM Forum Excellence Awards recognizes global companies for their innovative achievements spanning digital transformation, business and IT agility, customer centricity, cross-industry partnering and collaboration, and product and service innovation. Under its eight categories, the Customer Experience and Trust Award recognised companies that are creating and managing complex digital services to deliver greater customer experiences, build trust and loyalty, and ensure business growth. This watershed moment for Dialog Axiata saw the company and ADL beating global industry giants to emerge joint champions.

Speaking on this remarkable achievement, Group Chief Customer Officer of Dialog Axiata PLC, Sandra De Zoysa said, “We are both honoured and humbled by this global accolade by TM Forum. Digitally transforming our customer service channels has empowered our customers to choose how and when they interact with Dialog giving them total control and flexibility. This simplification, automation and digitisation ensured that our employees have a more pleasant experience when serving our customers and that they are enabled to complete their work with minimal effort. Finally, I would like to thank our customers for placing their trust in the Dialog brand, without whom we would not have had these amazing opportunities to showcase Sri Lankan talent globally.” 

The TM Forum is the global telecommunications association of service providers and their respective suppliers in the industry and has a membership of 850 companies from 180 countries. The global telecommunications industry generates over two trillion in revenue and has a customer base that exceeds 5 billion subscribers. 



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Business

Rs. 1 million fine proposed on substandard plastic producers

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Dr. Ravindra Kariyawasam

The government’s proposal to raise fines on manufacturers of substandard plastic products to as much as Rs. 1 million is expected to trigger a major compliance shift within Sri Lanka’s plastics industry, correcting long-standing market distortions caused by weak enforcement.

Environment Deputy Minister Anton Jayakody said the move targets producers who continue to bypass approved standards, undercutting compliant manufacturers and exacerbating environmental damage.

Environment Ministry Advisor Dr. Ravindra Kariyawasam said the initiative represents a structural market correction rather than a purely environmental intervention.

“Non-compliant producers have enjoyed an artificial cost advantage for years, distorting pricing and discouraging legitimate investment,” Kariyawasam told The Island Financial Review. “Meaningful penalties are essential to restore fairness and industry discipline.”

He said the widespread circulation of low-grade plastic products has eroded consumer confidence and delayed the sector’s transition towards higher-value and sustainable manufacturing.

Industry analysts note that a Rs. 1 million fine would significantly alter risk calculations for marginal operators, forcing upgrades in machinery, testing and compliance or pushing weaker players out of the market.

Kariyawasam stressed that the policy is intended to support responsible businesses rather than suppress industry growth.

“Manufacturers investing in recycling, biodegradable alternatives and quality assurance should not be penalised by competing with environmentally damaging, low-cost products,” he said.

The Deputy Minister indicated that tighter enforcement will be paired with policy support for sustainable packaging and circular-economy initiatives, aligning the sector with emerging global trade and environmental standards.

From a business perspective, the proposed regulation is likely to impact pricing, supply chains and capital investment decisions, while improving the long-term credibility of Sri Lanka’s plastics industry in both domestic and export markets.

By Ifham Nizam

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First Capital to unveil Sri Lanka’s Economic Outlook and Investment Strategies for 2026

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First Capital Holdings PLC (the Group), a subsidiary of JXG (Janashakthi Group) and a pioneering force in Sri Lanka’s investment landscape, is set to host the 12th edition of its renowned ‘First Capital Investor Symposium’ on 22 January 2026 at Cinnamon Life Colombo, starting from 5.30 pm onwards.

The 12th Edition will focus on Sri Lanka’s Economic Outlook for 2026, offering attendees a comprehensive analysis of market forecasts, investment strategies and emerging opportunities in the capital markets. The symposium serves as a crucial gathering for investors seeking insights to navigate the evolving economic landscape and make sound, strategic decisions.

As a leading investment institution, First Capital remains committed to promoting informed decision-making through comprehensive research and market analysis. By hosting this annual symposium, the organisation reinforces its role as a trusted partner in Sri Lanka’s capital markets, providing a premier platform for investors, professionals, and industry leaders to exchange knowledge, explore opportunities and build meaningful connections.

A key highlight of this year’s agenda will be First Capital’s presentation on the Economic and Investment Outlook, outlining market conditions and investment strategies for the period ahead. The presentation will be delivered by Ranjan Ranatunga, Assistant Vice President – Research of First Capital Holdings PLC.

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Rivers, Rights, Resilience Forum 2026 begins in Colombo

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Oxfam in Asia commenced the Rivers, Rights, Resilience Forum (RRRF) 2026, a three-day regional forum bringing together water experts, policymakers, civil society, researchers, and community leaders from across South Asia and beyond to strengthen cooperation on shared river systems and climate resilience.

The Forum is part of the Transboundary Rivers of South Asia (TROSA) programme, supported by the Government of Sweden, which works on the Ganges–Brahmaputra–Meghna (GBM) river basins, while also encouraging cross-basin learning at the regional and global levels. This year’s theme is “Building Resilient Communities and Ecosystems.” The Forum is co-organised by Oxfam in Asia and Dev Pro, Sri Lanka.

The forum opened with a welcome address by John Samuel, Regional Director, Oxfam in Asia, who highlighted the deep connection between rivers, politics, climate change, and sustainability. He underlined how rivers shape both environmental and social outcomes across South Asia and called for stronger collaboration between governments and civil society.

“Today building resilience is important in terms of climate and politics, and when civic space is shrinking, we should all work in solidarity,” he said.

Speaking at the Forum, Chamindry Saparamadu, Executive Director of DevPro shared examples of how communities in Sri Lanka have taken actions to ensure equitable access to water resources through catchment protection initiatives, community-based water societies etc. She further highlighted that learning exchanges would be useful to further strengthen inter-provincial water governance in Sri Lanka.

The Chief Guest, Syeda Rizwana Hasan, Advisor, Ministry of Environment, Forest and Climate Change and Ministry of Water Resources, Bangladesh, in her video message, emphasised the need for regional cooperation among South Asian countries beyond the upstream–downstream identity.

“Climate change will make water scarce, so South Asian countries have to come together to work on the common interest of their communities. Rivers are not just ecology but economics as well for communities. Forums like this help us to share our experience and learn from each other,” she said.

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