Connect with us

Business

SLID CEO Forum on Redefining Customer Experience in the Digital Age

Published

on

The Sri Lanka Institute of Directors (SLID) CEO Forum in partnership with Daily FT, ACCA, and CA, organized an online panel discussion to share thoughts and insights on ‘Redefining Customer Experience in the Digital Age’ recently.

The keynote address was delivered by services marketing guru, National University of Singapore MBA Program Vice Dean Prof. Jochen Wirtz. The eminent panel moderated by AIA Insurance Sri Lanka CEO Nikhil Advani, comprised of SriLankan Airlines former CEO and Jet Airways CFO Vipula Gunatilleke, Lion Brewery Ceylon Ltd. Director/CEO Dr. Rajive Meewakkala, BCG Center for Customer Insights Director/Partner Kanika Sanghi, and Bookingwhizz Ltd. UK CEO/Founder Karim Mawani.

Delivering his keynote address, Prof. Wirtz the author of the bestselling books on Amazon in 20-22 titled ‘Services Marketing’ and ‘Intelligent Automation’ said, “We are at an inflection point in our economies. Having passed the Agriculture and Industrial Ages, the economies in the 2020s are moving into an accelerated service revolution with the exciting developments in technologies such as Robotic Process Automation (RPA), biometrics, facial recognition, Natural Language Processing (NLP), Machine Language, the cloud, mobile technologies, and IoT which are all coming together and are getting more powerful,” and added that what can be automated is based on three dimensions which are whether the service is physical or tangible in nature, is the core of the service cognitive/analytical or social/emotional, and how often it happens and its heterogeneity or homogeneity when it happens.

Explaining his company’s automation process moderator Nikhil Advani said, “Last year, having brought in three bots to automate 34 mostly back-office processes handling mundane, repetitive tasks, we have seen 40 hours of work reduced to just a couple and the employees are now happier causing our NTS to go up. These are clear benefits of bringing technology into all businesses.

Responding to the moderator’s question on the acceleration of digital transformation and application of quick fixes during COVID, Vipula Gunatilleke said: “We were compelled to make some quick fixes. While most airlines don’t own any aircraft, what we do own is the data related to 5-10 million customers. Airlines have been reinventing themselves even before the lockdown. Today’s customers are more demanding, and they want personalized service, the best deal. We are working on developing and evolving the quick fixes that we applied during the COVID period.”

“The beer industry, being highly regulated, limits our ability to interact and deploy experiential platforms and transactions with consumers. Amidst these constraints, we developed service delivery approaches where we were able to inform consumers digitally where and how they could buy alcoholic beverages,” said Rajive Meewakkala.

Responding to a question from the moderator, Karim Mawani said, “As a software development company specializing in the hospitality industry, even before COVID we were conducting research on how to digitally transform the industry.



Continue Reading
Advertisement
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

Business

HNB Life reports 54% surge in gross written premium for Q1 2026

Published

on

HNB Life PLC has delivered a robust performance in the first quarter of 2026, recording a 54% year-on-year increase in Gross Written Premium (GWP) to Rs. 7.01 billion, up from Rs. 4.55 billion in Q1 2025. Net Written Premium rose by a matching 54% to Rs. 6.69 billion, reflecting strong new business generation and policy persistency.

Total net income grew 39% to Rs. 8.69 billion, supported by solid underwriting and steady investment income, including Rs. 2.05 billion from interest and dividends. The company’s balance sheet remains resilient, with total assets reaching Rs. 71.38 billion and the Life Insurance Fund expanding to Rs. 52.55 billion.

Profit after tax stood at Rs. 0.21 billion, though profitability was tempered by a low-interest rate environment and fair value fluctuations in the equity portfolio. No surplus transfer from the Life Insurance Fund has been made yet, as this typically follows year-end valuation.

Chairman Stuart Chapman attributed the momentum to the company’s recent rebranding and its strategic alignment with the Hatton National Bank Group. CEO Lasitha Wimalaratne emphasized disciplined execution, digital enablement, and enhanced distribution as key drivers.

HNB Life, rated ‘A’ (lka) by Fitch, marks 25 years as one of Sri Lanka’s fastest-growing life insurers, operating 79 branches nationwide. The company remains well-positioned for sustainable long-term growth.

Continue Reading

Business

ADB Samarkand spirit demands immediate radical shift in Sri Lanka national mindset

Published

on

The 59th Annual Meeting of the Board of Governors of the Asian Development Bank in Samarkand, Uzbekistan, on May 3 (Photo credit: Samarkand time).

The atmosphere in Samarkand, Uzbekistan, during the 59th Annual Meeting of the Asian Development Bank (ADB) was nothing short of electric. Walking through the Silk Road Samarkand complex – a venue steeped in the history of ancient global trade – one could easily feel the weight of past legacies. “More pressing, however, was the palpable urgency of the future, as the halls of the Congress Center resonated with strategic discussions on ‘Asia’s Second Growth Leap.'” The global narrative was unmistakable: the talk of post-crisis recovery was no longer relevant. For Sri Lanka, the echoing message from Samarkand was both a warning and an invitation: the transition from an aid-recipient mindset to a competitive global partner is no longer a choice. It is our only survival mechanism.

While delegates from across the region shared aggressive blueprints for economic acceleration, the absence of Sri Lankan policymakers was a stark reality. Other Asian nations did not speak of mere “potential”; they spoke of velocity.

In Samarkand, the ancient gateway of the Silk Road, the irony was impossible to ignore. As regional leaders debated the deployment of an Interconnected Pan-Asia Grid to revolutionise energy integration, discussed how deep capital markets must drive development, and outlined strategies to scale up investments from critical minerals to advanced manufacturing value chains, a troubling realisation set in. The world is moving at lightning speed on digital highways for inclusive growth, yet Sri Lanka remains haunted by the ghost of political and bureaucratic “dilly-dallying.”

The true “Samarkand Spirit” demands an immediate, radical shift in our national mindset. Sri Lanka must aggressively shed its “crisis” label. The high-level discourse in Uzbekistan focused entirely on how emerging economies can stop begging for economic concessions and start delivering regional solutions.

Whether the focus was on maximising opportunities within the Regional Comprehensive Economic Partnership (RCEP) or financing large-scale offshore wind projects, the core directive for our nation remained constant: Sri Lanka must stop looking for a hand-out and start building an economic bridge.

The ADB has laid out the catalytic pathway for the Asia-Pacific’s second growth phase. The infrastructure, the capital, and the frameworks are ready. The burning question for Sri Lanka’s policymakers is simple: Are we ready to execute, or are we content with stagnation?

Leaving Uzbekistan, the takeaway for our leadership is vivid and uncompromising. Decisive action is the sole currency of the new Asian century.

To bridge the gap between the historic Silk Road and the strategic Indian Ocean, Sri Lanka must:

Accelerate Digitisation: Swiftly overhaul bureaucratic frameworks to create a seamless, trusted digital economy.

Integrate Energy Grid Connectivity: Boldly plug into the regional grid networks discussed at the summit to resolve long-term energy insecurity.

Plug into Global Supply Chains: Pivot aggressively toward high-value manufacturing and regional trade agreements.

The 59th ADB Annual Meeting proved that the international community is ready to partner with a competitive, forward-thinking Sri Lanka. We possess the geographic location and the inherent talent. Now, post-Samarkand, we have the definitive roadmap.

The “Second Leap” of the Asia-Pacific region is already in motion. The ultimate test for Sri Lanka’s policymakers is whether they will lead the country into this dynamic new era or leave us observing fruitlessly from the sidelines.

By Sanath Nanayakkare

Continue Reading

Business

First drop in new business in three years: The hidden warning in Sri Lanka’s April PMI

Published

on

Here is the point that carries more weight than the headline PMI figures released by the Central Bank of Sri Lanka. While much of April’s contraction in manufacturing (42.6) and services (46.7) was dismissed as seasonal — the Sinhala and Tamil New Year holidays, fewer working days, fading festive demand — the rupture in new business flows tells a different, more troubling tale.

April 2026 marked the first month since April 2023 that services sector new business contracted. Not a slowdown. Not a plateau. An outright decline. Nor was it narrow in scope. The deterioration cut across transportation of goods, insurance, wholesale and retail trade, and accommodation, food and beverage service activities.

The Island Financial Review asked an independent analyst for his take. Here is what he said.

“These are not fringe sub-sectors; they are the arteries of Sri Lanka’s domestic economy. Why does this matter beyond the seasonal logic? Because new business is a leading indicator. What falls today in new orders will show up tomorrow in production, employment and stock purchases. April’s drop in new business — the first in three full years — suggests that May’s anticipated recovery may be shallower than hoped, and that a return above the neutral 50 PMI threshold before June is unlikely unless geopolitical tensions ease sharply.”

“Compounding the concern, the decline in new business was not an isolated Sri Lankan phenomenon. It arrived alongside two external shocks: rising energy prices, which hammered transport and personal services, and the ongoing Middle East conflict, which lengthened supplier delivery times and added logistical friction.”

“To be sure, expectations over the next three months remain positive. Firms hope for a stabilisation following the end of the war. But the first decline in new business in three years is a quiet alarm. Seasonal patterns explain April’s production dip. They do not explain why customers stopped placing new orders. For Sri Lanka’s policymakers and business leaders, that is the story to watch in May,” he said.

By Sanath Nanayakkare

Continue Reading

Trending