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Empowering Sri Lanka’s digital future: Cloud, customer, and competitive advantage with Salesforce

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Pablo Tachil

Pablo Tachil, Regional Vice President, Salesforce

Sri Lanka is at an interesting inflection point in its digital journey. From your experience in India and the region, what key lessons can Sri Lankan enterprises adopt to accelerate their own digital transformation?

Sri Lanka is at a pivotal stage in its digital journey. Through the National Digital Economy Strategy 2030, the Government has articulated a clear vision to build a digitally empowered economy that is innovative, inclusive and globally competitive. The strategy positions digital transformation as a key driver of economic growth, service exports and productivity, creating a strong foundation for businesses to accelerate their own transformation journeys. We believe the real breakthrough happens when we stop using AI to simply do what humans do faster, and start using it to rethink how work gets done entirely.

For Sri Lankan leaders, the goal should be Collective Agency. This means moving beyond “individual agency”, where an AI helps one employee, to a state where hundreds or thousands of agents are coordinated across the entire enterprise to perform complex tasks. To do this, you need a unified foundation of live, governed data. Don’t build from scratch with fragile integrations; build on a complete operating system that handles the complexity for you.

You’ve been at the forefront of cloud adoption across industries. How can cloud-based solutions like Salesforce help Sri Lankan businesses—both large enterprises and SMEs—become more agile and competitive in global markets?

Sri Lanka is at an exciting point in its digital transformation journey. With the Government setting a clear vision for a digitally enabled and globally competitive economy, businesses have an opportunity to embrace the next wave of innovation and position themselves for long-term growth.

Cloud technology is a key enabler of that transformation. It gives organizations the flexibility to innovate faster, scale more efficiently, and respond quickly to changing customer and market demands. Whether you’re a large enterprise looking to modernize operations or an SME serving customers across Sri Lanka, cloud platforms help level the playing field by making advanced capabilities more accessible.

At Salesforce, we’ve evolved from delivering applications for humans to delivering applications and agents that work alongside people. Through Agentforce, organizations can deploy trusted AI agents that help automate routine tasks, enhance customer experiences, and improve productivity across the business.

What’s particularly exciting is that this opportunity is available to organizations at every stage of their digital journey. Businesses can build on their existing technology investments while introducing AI, automation, and unified data capabilities that drive greater agility and resilience. Rather than undertaking large-scale transformation projects, they can focus on delivering value incrementally and seeing measurable outcomes faster.

For Sri Lankan businesses competing in an increasingly connected global economy, the ability to move quickly, serve customers intelligently, and scale efficiently will be a key differentiator. Cloud and AI technologies make that possible, helping organizations of all sizes unlock new opportunities for growth and innovation.

Customer expectations are changing rapidly, even in smaller markets like Sri Lanka. What are the biggest shifts you see in customer engagement, and how can Salesforce enable businesses here to build deeper, more meaningful relationships with their customers?

We are witnessing a fundamental shift in the very nature of service and engagement. As citizens become more accustomed to digital-first experiences through initiatives such as GovPay and broader digital government services, expectations are rising across every industry. Customers increasingly expect the same levels of convenience, speed and personalization from businesses that they experience in their interactions with public and digital services. The “search and wait” era is being replaced by the era of instant, autonomous resolution. In a vibrant, service-oriented economy like Sri Lanka, where the human touch and local context are paramount, this transformation offers a massive competitive advantage.

Intelligent Service, Not Just Chatbots: Traditional chatbots often create friction because they can only follow predefined scripts. With Agentforce, businesses can deploy AI agents that go beyond answering questions—they can take action, resolve issues, and seamlessly hand off to human employees when needed, ensuring a more efficient and personalized customer experience.

Trust and Personalization at Scale: In Sri Lanka, business is built on relationships and trust. Meaningful customer engagement requires AI to be grounded in accurate, unified business data. With Data Cloud, organizations can bring together customer information from across the business, enabling more relevant, personalized, and trusted interactions.



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Port City, key to transforming Sri Lanka into global services hub – PRASL forum

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Key dignitaries at the PRASL forum: ‘Port City is key’

Sri Lanka must urgently strengthen policy consistency, accelerate investment reforms and fully leverage Colombo Port City as a global financial and services hub if it is to emerge as South Asia’s premier destination for foreign direct investment (FDI), business leaders and policymakers said at a high-level Public Relations Association of Sri Lanka (PRASL) forum on Monday.

The discussion, themed “Taking Sri Lanka to the World,” followed an address by internationally renowned scholar Prof. Patrick Mendis, who called for a foreign policy anchored in Sri Lanka’s own identity under what he termed the “Mahaweli Doctrine.”

Delivering the keynote business perspective, Colombo Port City Economic Commission chairman, President’s Counsel Harsha Amarasekara described the Port City as Sri Lanka’s largest public-private partnership and one of the country’s most significant economic transformation projects.

He stressed that unlike many large infrastructure developments, the Port City had not added a single dollar to Sri Lanka’s sovereign debt, with ownership of the reclaimed land remaining entirely with the government of Sri Lanka.

“The Port City is designed to compete globally in high-value services, finance, technology, tourism and innovation. It is not another industrial zone—it is a gateway connecting Sri Lanka to international markets, Amarasekara said.

He said that nine land parcels had already been leased, five major projects were under construction and several additional investments were expected before the end of the year.

The Port City, operating as a Special Economic Zone with transactions permitted in 14 foreign currencies, is targeting multinational corporations seeking regional headquarters, Global Capability Centres (GCCs) and innovation hubs.

Amarasekara said the project’s greatest long-term value would be knowledge transfer, international expertise and high-quality employment opportunities for Sri Lankan professionals.

Former Board of Investment chairman Arjuna Herath warned that Sri Lanka risked losing its long-standing competitive advantage unless it rapidly upgraded its logistics and investment ecosystem.

He noted that nearly 80 percent of Colombo Port’s business depended on transshipment, with India accounting for almost half that volume while aggressively expanding its own port capacity.

“If Sri Lanka fails to invest and improve efficiency, competitors will overtake us, Herath cautioned.

He argued that attracting FDI was no longer simply about offering incentives but about creating a predictable business environment built on policy consistency, regulatory certainty, efficient institutions and investor confidence.

Herath also highlighted Sri Lanka’s global strengths in apparel manufacturing, tyre exports and logistics, saying these industries demonstrated the country’s ability to compete internationally.

International investment strategist Lakshan Madurasinghe, Chief Executive Officer of SolutionsGround (Pvt.) Ltd and former president of the American Chamber of Commerce in Sri Lanka, said Sri Lanka must fundamentally rethink the way it markets itself to global investors.

While welcoming the country’s ambitious investment targets, he noted that actual inflows remained well below expectations.

“The first investment is important. The second, third and fourth investments are what truly measure investor confidence, he said.

Madurasinghe proposed a three-point framework—Positioning, Showing Up and Disruption (PSD)—to reposition Sri Lanka in the global investment marketplace.

He called for a single national investment brand backed by the President, government institutions, overseas missions, the private sector and the Sri Lankan diaspora.

“Every stakeholder must communicate one consistent message to the world. Investors must clearly understand why Sri Lanka is different and why they should choose us, he said.

He also urged authorities to improve investor facilitation, strengthen aftercare services and pursue innovative investment channels, including family offices, strategic partnerships and non-traditional FDI sources.

The forum concluded that Sri Lanka possesses significant structural advantages—including its strategic location, skilled workforce and expanding Port City—but these strengths must be supported by consistent policies, transparent governance and coordinated national promotion if the country is to achieve its ambition of becoming a leading regional investment, financial and services hub.

By Ifham Nizam

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AAC and Galle Services Club enter into Reciprocal Membership Agreement

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Dhammika Attygalle, President – AAC (2nd from right) exchanging the Reciprocal Membership Agreement with Senaka De Silva, President – GSC (seond from left). Also in the picture, Devapriya Hettiarachchi – Secretary – AAC and Prof. Channa Yahathugoda, Secretary, GSC.

The Automobile Association of Ceylon (AAC), the oldest motoring organization established in 1904 and the Galle Services Club (GSC), which is an old sports and recreational body established in 1946, recently entered into a Reciprocal Membership Agreement for the use of facilities of the clubs reciprocally by members on days / hours when the clubs are open for business.

The rationale for the agreement is to enhance members’ benefits of both clubs and to enable them to access a broader range of services, discounts and facilities while encouraging greater participation in community engagement.

It is also intended to explore joint events, training programmes, road safety campaigns and travel related activities that leverage the strengths of each organization.

The Reciprocal Membership Agreement was duly signed and shared between Dhammika Attygalle, President – AAC; Senaka De Silva, President – GSC, at Radison Blue Hotel on July 4, during a sing along programme organized by GSC.

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Commercial Bank makes history with biggest FinanceAsia Awards haul by a Sri Lankan bank

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Krishan Gamage, Deputy General Manager – Information Technology (Operations) and Chinthaka Dharmasena, Assistant General Manager – Services at Commercial Bank accept the FinanceAsia awards on behalf of the Bank.

Reaffirming its unmatched leadership and excellence in Sri Lanka’s banking sector, the Commercial Bank of Ceylon has been named Best Bank in Sri Lanka for the 15th consecutive year at the FinanceAsia Awards 2026, while also winning six other prestigious accolades across key areas of banking, the most by Sri Lankan bank.

In addition to being named the country’s Best Bank, Commercial Bank was also honoured as Best Bank for SMEs, Best Bank for Use of Technology, Best Islamic Finance House, Best Sustainable Bank, Best Private Bank and Best Retail Bank in Sri Lanka. Collectively, these accolades underscore the Bank’s leadership across key areas of the financial services spectrum.

Widely regarded as one of the most respected benchmarks in the Asia-Pacific financial services industry, the FinanceAsia Awards recognise institutions that demonstrate excellence in performance, innovation, leadership, customer service and resilience. The 2026 edition marks the 30th edition of these flagship awards, which evaluate banks on financial strength, strategic growth, digital transformation, sustainability initiatives and overall contribution to their respective economies.

“Recognition at globally respected award programmes such as the FinanceAsia Awards further strengthens our standing among leading regional and international peers, while affirming our performance in financial strength, innovation, customer service and sustainability,” said Sanath Manatunge, Managing Director/CEO of Commercial Bank. “This success also enhances stakeholder confidence and reinforces customer trust in the Bank’s ability to deliver consistent value across multiple areas of banking.”

The awards were accepted on behalf of Commercial Bank by Chinthaka Dharmasena, Assistant General Manager – Services, and Krishan Gamage, Deputy General Manager – Information Technology (Operations), at the gala ceremony held on 24th June 2026 in Hong Kong.

Explaining the basis for its selections, FinanceAsia noted that the 2026 awards celebrate institutions that demonstrated determination to deliver desirable outcomes during 2025 through strong commercial and technical acumen, despite operating in complex and evolving market conditions.

The first Sri Lankan bank with a market capitalisation exceeding US$ 1 Bn., and the first bank in the country to be listed among the Top 1000 Banks of the World, Commercial Bank has the highest capital base among all Sri Lankan banks, is the largest private sector lender in Sri Lanka, and the largest lender to the country’s SME sector. Ranked No. 1 in the Business Today Top 40, the Bank is recognised as the most respected and most-awarded bank in Sri Lanka, is a leader in digital innovation and is the country’s first 100% carbon-neutral bank.

Commercial Bank operates more than 270 strategically-located branches and an extensive network of automated machines island-wide, and has the widest international footprint among Sri Lankan banks, with 21 branches in Bangladesh.

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