Sandra De Zoysa

Group Chief Customer Officer Dialog Axiata PLC
Sandra is the Group Chief Customer Officer of Dialog and the Chairperson of the Digital Customer Experience Expert Working Group for Axiata. Sandra is also a Director of Dialog Business Services.
 
She has over 30 years of experience in the Mobile Industry and is the recipient of multiple awards for women in management, leadership and for her exceptional contribution and achievements in the sphere of Customer Experience Management.  In 2017, she was honoured with the CMI Management Excellence Award for Women in Management.  Sandra was also one among 7 service practitioners across the globe to have received the prestigious Customer Experience Impact Award, presented by the Customer Experience Professionals Association USA. She was awarded “CX Leader of the year 2019” by MyCustomer UK among 80 CX service leaders globally.  
 
Sandra is an avid keynote speaker, panelist and presenter and has spoken at over 100 global events representing Dialog. She is a certified CE professional from CXPA and an alumna of the Cranfield School of Management UK. She is also a Lean Six Sigma practitioner and a visiting lecturer at the University of Colombo School of Computing since 2009. 
 
In addition to her role at Dialog, Sandra is a founding member and a Director of SLASSCOM, the national IT-Knowledge solutions chamber of Sri Lanka, founding member and Vice President of the Sri Lanka Institute of Service Management (SLISM), Founding Member, Board Member and the Operations Director of the Women’s/Chamber for Digital Sri Lanka, under the Ministry of Digital Infrastructure and Information Technology. Sandra is also a member of the Contact Center World Global Association for Contact Center & Customer Engagement Best Practices and the IPM HR. 

Conference Day One - Tuesday 16 June 2020

Wednesday, June 17th, 2020

Pre-Conference Workshops - Monday 15 June 2020

Monday, June 15th, 2020

9:00 AM Workshop A: Chatbot Project Fundamentals

  • Identifying your main stakeholders, project scope, timelines and targets
  • Building your business case for chatbots and putting together your budget plans
  • Understanding your business needs and exactly what the various chatbot providers can offer
  • Communicating expectations clearly, obtaining stakeholder buy-in and project funding
  • Project implementation, performance monitoring and tracking, post-implementation fine-tuning

Check out the incredible speaker line-up to see who will be joining Sandra.

Download The Latest Agenda