The Sri Lanka Institute of Service Management (SLISM) announces the inauguration of Sri Lanka’s first one-day ‘Digital Customer Experience Management Exchange’ (Conference), scheduled to be held on April 4, 2019 at Shangri-La, Colombo.
Prime Minister Ranil Wickramasinghe, will be the Chief Guest and Guest of Honour will be Eran Wickramaratne, State Minister of Finance.
The service sector in Sri Lanka, referring to tourism, hospitality, telecommunication, IT, healthcare, public service, education, financial, insurance, logistics, legal, accounting and other professional services, account for over half of the country’s GDP and is instrumental in furthering the nation’s growth.
The core objective of SLISM is to accelerate the growth of the service sector by promoting public interest and awareness of effective Service Management. Promoting education, R&D in Service Management and to be a platform for professionals and academics to exchange ideas and best practices. The event draws together renowned service professionals, expert speakers/ panelists from across the country and the globe, who will present the latest strategies, technology trends and innovation in CEM, Digital Transformation, Omni Channel Management, retail and social Customer Journey Management; and Data-Driven approaches to segmentation and personalization; as well as the use of AI and RPA to drive Customer Experience; improving productivity, adopting Human Centered Design and achieving Brand Loyalty.
Commenting on the scheduled conference, Founder, SLISM - Professor Gamini Gunawardane, said “Sri Lanka’s service sector contributes nearly 60% to the country’s GDP. This sector includes Public Services, Hospitality and Tourism, Communication, IT, Healthcare, Education, Banking, Insurance, Transportation and Distribution, Legal, Accounting, and Retail services”.
Concluding on the subject, Vice President, SLISM, Sandra De Zoysa (Group Chief Customer Officer at Dialog Axiata Plc) said “With decades of local research, international practices and trial & error experience in the field, we have cultivated the knowledge and skills via our customer service experts and their success stories to further the quality of service in Sri Lanka. We are honoured to be at the forefront of this exchange and look forward to boosting our nation’s forerunners of the service industry.”
This event hopes to promote positive change by cultivating a culture of learning and growth, facilitating knowledge and best practice sharing by global panelists, service practitioners and thought leaders from the region. The event is expected to bring together 300 decision makers, Senior Management professionals & functional heads across tourism, hospitality, Retail, IT, BFSI & Telecom sectors in Sri Lanka.
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