What has been your business/work highlight of 2024 so far?

Implementation of AI-Powered customer interaction and engagement – some exciting use cases launched so far have been around customer engagement in the metaverse for our loyalty programme. In addition to that, leveraging Gen-AI capabilities for interactive, user-generated content creation.

Another use case currently in its beta launch phase is an AI-powered bot assisting our customer support professionals. This capability will enhance the employee experience and make them more productive by reducing AHT and improving FCR for customers. The salient feature is the enablement of a health check of the customer’s connection/ account by suggesting the next-best action for complaint resolution.

We added Gen-AI capability to our existing customer support interactive chatbot, which enables ‘human-like’ conversational capability to further enhance bot resolution and FCR resulting in call volume deflection and enhanced customer experience.

Automated field visit assignment – Our field engineers are assigned tech support visits based on an AI-powered algorithm that enables route optimisation and improves efficiency. The benefit to our customers will be faster resolution. For the organisation, this brings about cost efficiencies and improved customer satisfaction.

Who is your business hero and why?

My business hero is Dr. Hans Wijayasuriya, the visionary leader who has guided Dialog Axiata for over two decades. Although I haven’t had formal mentorship under him, his profound impact on both my professional development and our entire team is undeniable. He exemplifies leadership that combines deep industry knowledge with a compassionate approach to management. His strategic foresight and unwavering commitment to excellence inspire all of us at Dialog to strive for the best. We admire his ability to navigate complex challenges with grace and intelligence, setting a high standard that we all aspire to emulate. His leadership not only drives our company forward but also fosters a culture of innovation and integrity that empowers and enriches the lives of Sri Lankans.

What’s the biggest business mistake you’ve made and what did you learn from it?

Whilst the mistakes are too numerous to identify just a single instance, I would rather elaborate on the single biggest challenge that I have consistently faced over the years. I have encountered various challenges, one of which revolves around people development—balancing the intricate dynamics between different business elements, diverse generational perspectives, and evolving technology. It has reinforced the need to tailor development programs that not only bridge generational gaps but also harness the strengths of each age group, blending traditional expertise with new tech-savvy approaches. The key takeaway has been the vital role of adaptive leadership in navigating the complexities of a multi-generational workforce aligned with technological advancements.

What’s the most inspirational book you’ve ever read and why?

The most inspirational book I’ve ever read is “Good to Great” by Jim Collins. This book delves into how companies transition from being good companies to great ones and how most companies fail to make the transition. What resonated with me the most is the concept of the ‘Level 5 Leader,’ which Collins describes as a leader who combines personal humility with professional will. This idea profoundly shaped my approach to leadership at Dialog Axiata, encouraging me to lead with a focus on sustainable success and a commitment to fostering a culture where every team member feels valued and empowered. The principles outlined in “Good to Great” are a guide to steering companies through various challenges, always striving to transform not just its strategies but also the core values and practices to achieve lasting excellence.

What’s the biggest challenge you face in your role in 2024?

Navigating the ongoing economic crisis, which has significantly impacted the cost structure across all sectors, is significantly challenging. This situation has posed substantial barriers to the rollout of several strategic business plans, particularly those aimed at expanding our technological infrastructure and enhancing customer service capabilities. Rising costs and economic instability require us to be more innovative and judicious in resource allocation to ensure that our investments deliver maximum impact without compromising our commitment to customer satisfaction. It’s a delicate balance to maintain operational excellence and drive growth, all while managing financial constraints that are tighter than ever. This challenge has underscored the importance of agility and strategic foresight in leadership, pushing us to think creatively about solutions that safeguard our long-term success and stability.

What technology will have the greatest impact on your business this year and why?

The technology that will have the greatest impact on our business this year is the commercial launch of 5G in the country. For us, 5G is not just an upgrade in technology – it is an enabler of new services and applications that can transform customer experiences. From ultra-high-definition video streaming to real-time data analytics and the Internet of Things (IoT), 5G will allow us to offer innovative solutions, AI at the edge, to power solutions and applications to meet the evolving demands of our customers.