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

As a CX Professional, the year 2024 has been a challenging year so far. Even though the organisation has gone through a lot of changes, CX teams were expected to deliver the same results and service to the end customers. Training and Development is one area that I am responsible for, and during the first 3 months, I have been able to introduce a range of innovative strategies that had a profound impact on the new recruits’ onboarding experience.
One of the key achievements was the development of a tailored training curriculum that addressed specific skill gaps and competencies identified through thorough needs assessments and feedback mechanisms. The new recruits’ training programme was redesigned, incorporating various learning methodologies such as interactive workshops, e-learning modules, simulations, observations, and on-the-job training.
By doing this, I have been able to reduce the total classroom training hours, which has a significant impact on the cost, time, and effort, as well as faster deployment, which in turn improves service level and customer satisfaction. This initiative helped us to onboard almost 500 new hires within 2 months with a limited number of facilitators.

Who is your business hero and why?

Dr. Hans Wijayasuriya functioned as the Group Chief Executive of Dialog from 1997 to 2016, during which period, Dialog rose from the 4th entrant to the mobile sector to become Sri Lanka’s largest telecommunications service providers and one of Asia’s most advanced Quad Play connectivity and Digital Services providers, a position the company has consolidated and grown to greater heights to date including leading positions in Sri Lanka’s Fintech and Digital Health sectors.
Consistency, skill, and humility create a powerful combination that defines Dr. Wijayasuriya. It’s not just about what he does but how he does it with unwavering dedication, impactful skills, and a humble approach that puts others’ well-being first. He is often consistent in his actions, beliefs, and values. He consistently chooses to do what’s right, even in difficult situations, and he works tirelessly towards a cause he believes in. He is reliable, and we can all count on him. His skills and expertise allow him to make a significant impact on the telecommunication industry and to the world. Despite his skills and accomplishments, his most important quality is being humble and grounded, focusing on others rather than himself. He is one I have seen in my life who has not glorified his achievements but is always dedicated to delivering what he is supposed to the rest of the world.

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

In my point of view, I have not committed any major blunders which had an impact on the business. I have always been proactive in my decisions and actions with the business as it is not only me and always considerate of the other recipients and the Company. Further, I try to use my experience, skills and industry knowledge Eg: methods like agile to minimise errors. Within the Agile framework, there are greater ways to identify and predict risks and plan to ensure that the work runs smoothly.

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

The 7 Habits of Highly Effective People Dr. Stephen R. Covey

Having read this book, I was able to transform my personal and professional lives. The adoption of these habits at least some of them such as “ Being Proactive”, “ Seek first to understand then to be understood”, and “ Sharpen the saw” facilitated me in amplifying my influence across diverse life dimensions, thereby facilitating the attainment of profound success aligned with my unique aspirations.

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

As a result of an abrupt shift in the organisational structure, I was assigned to oversee the HR function of the new subsidiary. This transition into an HR role represents a novel domain that I have not previously navigated, presenting a substantial challenge with its suddenly broadened scope of responsibilities.

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

Transforming from a traditional telecommunications company (telco) into a technology company (techco) involves a strategic shift in business focus, operations, and offerings.

Artificial Intelligence (AI) is poised to have a profound impact on the telecommunications industry, revolutionising various aspects of operations, service delivery, and customer experiences. Here are some of the biggest impacts AI will have on Customer Experience Enhancement Predictive Analytics for Demand Forecasting:
• AI-powered chatbots and virtual assistants can handle customer inquiries, troubleshooting, and support, providing 24/7 assistance and reducing response times.
• Personalised recommendations, tailored promotions, and targeted marketing campaigns driven by AI algorithms improve customer engagement and satisfaction.
• AI enables telecom companies to analyse vast amounts of data to predict customer demand, traffic patterns, and network usage trends.
• This information can be used for capacity planning, resource allocation, and service optimisation to meet dynamic customer needs effectively.