Sandra de Zoysa

Group Chief Customer Officer Dialog Axiata
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. 


Tuesday, September 22nd, 2020

10:10 AM PANEL: Aligning Organisational KPIs with Customer Experience Strategy to Fuel Next Stage of Business Growth

A successful CX strategy requires creating a holistic approach that runs across your entire organisation and aligns with KPIs. Yet, we have heard time and again that most companies are struggling to create a viable CX strategy and having the right metrics to measure the business outcomes. 

• Discuss the importance of harmonising business goals with CX objectives to achieve desired business outcomes

• Operationalising CX: Driving actions and yield effective results

• Demonstrate ROI of CX initiatives to see the true value of customer experience projects 

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

Download The Latest Agenda