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SLID CEO Forum on Redefining Customer Experience in the Digital Age

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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.



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SIA warns of 1,000 SME collapses, urges fair policies to protect Sri Lanka’s rooftop solar sector

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The Solar Industries Association (SIA) holds a press briefing in Colombo recently.

By Sanath Nanayakkare

The Solar Industries Association (SIA), representing over 1,000 companies and employing 40,000 workers in Sri Lanka’s rooftop solar sector, issued a stern warning recently regarding threats to the industry’s survival and the nation’s renewable energy ambitions. The association condemned recent regulatory instability and called for urgent policy reforms to avert economic and social crises.

The SIA categorically rejected the Ceylon Electricity Board’s (CEB) claim that rooftop solar installations caused the recent island-wide power outage, calling the accusation “baseless and misleading.”

“Public trust is eroded when accountability is misdirected,” the SIA stated. “We demand an independent, transparent investigation led by experts appointed by the Ministry or the Public Utilities Commission (PUCSL). The CEB’s unilateral statements disregard the sector’s contributions and jeopardize Sri Lanka’s renewable energy transition,” they said.

“While acknowledging the formation of a tariff determination committee, the SIA criticized its narrow focus on financial parameters, ignoring the sector’s socioeconomic value. Rooftop solar empowers businesses and households with energy independence, reduces grid strain, and supports climate goals. However, proposed volatile tariff structures risk destabilizing over 100,000 installations—primarily owned by middle-class families—and deter future investment,” they noted.

“A rigid, equation-based tariff system is unsustainable,” the association warned. “Sri Lanka needs a stable policy framework to attract long-term investments. For instance, retirees could invest EPF savings into solar projects, securing income while advancing national energy targets. Without urgent action, 1,000 SMEs and 40,000 jobs face collapse, with dire consequences for employment, energy security, and economic stability,” they pointed out.

SIA urged policymakers to establish an independent committee to investigate the power outage fairly, expand the tariff committee’s mandate to include socioeconomic and environmental benefits and implement predictable policies to safeguard SMEs, households, and investor confidence.

“Sri Lanka stands at a crossroads,” the SIA emphasized. “Protecting rooftop solar isn’t just about energy—it’s about livelihoods, economic resilience, and a sustainable future. We urge stakeholders to collaborate on solutions that prioritize both people and progress,: they emphasized.

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SLT-MOBITEL partners with the Rush Lanka Group to power its apartment portfolio

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Imantha Wijekoon, Chief Business Officer - Consumer Business at SLT, and Zaid Ariff, Director of Construction at the Rush Lanka Group, exchange the signed agreement

SLT-MOBITEL has entered into a strategic partnership with Rush Lanka Group to provide exclusive SLT-MOBITEL Fibre connectivity solutions to their portfolio of luxury apartment developments in Colombo and the suburbs, enhancing the digital experience of all residents.

The agreement was signed between Imantha Wijekoon, Chief Business Officer of Consumer Business at SLT, and Zaid Ariff, Director of Construction at the Rush Group headquarters. Representatives from both companies also attended the ceremony.

Under the partnership, SLT-MOBITEL will serve as the exclusive digital service provider for five prestigious Rush Lanka developments including Street Rush Residencies and Rush Court 4 in Mt. Lavinia, Rush Tower 2, Rush Metropolis in Dehiwala, and Rush Court 5 in Colombo 14. The collaboration ensures residents will enjoy superior fibre connectivity speeds, enabling seamless digital experiences in modern smart homes. The partnership with the Rush Lanka Group aligns with SLT-MOBITEL’s commitment to offer ultra-fast, reliable connectivity solutions to residential developments. Delivering exclusive fibre connectivity to luxury apartments, SLT-MOBITEL ensures residents have access to world-class digital services that complement the living experience promised by Rush Lanka Group.

Powered by advanced fibre technology, SLT-MOBITEL network will provide the residences with seamless performance across digital activities. The SLT-MOBITEL Fibre backbone ensures lag-free experiences whether tenants are gaming online, attending virtual classes, working remotely, or streaming high-definition entertainment. SLT-MOBITEL Fibre will transform the lifestyles of all apartment users bringing greater convenience and superior quality of life.

Rush Lanka Group, established in 1992, is a property developer specializing in luxury and semi-luxury apartments.

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Sri Lanka makes outstanding appearance at OTM and SATTE 2025 in India

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SLTPB has been a regular member of both OTM and SATTE trade fairs in India

Starting its promotional work for 2025, Sri Lanka Tourism Promotion Bureau (SLTPB) added another feather into its cap of endorsements, by being recognized as the most innovative Tourism Board promotion in Outbound Travel Mart (OTM) . In parallel to that, several other sub events were held. The OTM was held in Jio World Convention Centre, Mumbai—India, from 30th January to 01st February 2025.Before OTM, the Global Village – Global Exchange & Trade Exhibition was held at the Surat International Exhibition & Convention Centre , Sarsana, Surat (Gujarat – India , from 25th to 27th January 2025. This travel fair was organized by Southern Gujarat Chamber of Commerce and Industry (SGCCI).

Sri Lanka participated in both OTM and South Asia’s Travel & Tourism Exchange (SATTE), held from 19th – 21st Feb 2025, in New Delhi, India . This was an excellent opportunity for Sri Lanka to promote it’s potential as a unique travel destination, especially for the Indian counterparts, as SLTPB has identified India as the number one source market for Sri Lanka, tourism bringing the largest number of tourist arrivals to the destination.

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