Rekha Weerasooriya

General Manager – Customer Experience & People Development - Dialog Enterprise Dialog Axiata PLC

Ms. Rekha Weerasooriya is the General Manager, Customer Experience Management & People Development at Dialog Axiata PLC, the Premier Connectivity Provider in Sri Lanka. She has over 20+ years’ experience in Customer Experience and Human Resources. She is responsible for Customer Experience Service Culture Transformation to deliver best in class service experience for Dialog customers by developing people capability and driving customer advocacy. Rekha has handled multiple roles across the organization including Retail, Contact Center and HR. She was selected as an Axiata Champion which is the top 0.5% elite performers amongst the Axiata Group. World HRD Congress 2018 awarded her “100 Most Influential Global HR Leaders Award” and “100 Top Global Training & Development Minds Award”.

She is a Certified Trainer from City and Guilds UK, holds a Diploma in Human Resource Management from Wigan and Leigh UK, a certified Lean Six Sigma Black Belt and she is a Certified “Customer Service Manager” by Asia Pacific Customer Service Consortium Hong Kong. Rekha holds a MBA, from Buckinghamshire New University, UK. Rekha successfully completed a resident General Management Development Programme “Leadership in the Digital Age”, at INSEAD Business School, Singapore.

Conference Day Two - 20 January, 2021 (Timings in GMT)

Wednesday, January 20th, 2021

15:10 PANEL DISCUSSION: OVERCOMING INTERNAL CULTURAL AND PROCESS CHALLENGES TO SUCCEED IN A COMPETITIVE AND UNPREDICTABLE MARKET

When undergoing any period of change, whether it’s a pandemic, merger and acquisition or attempting that all important digital transformation, success is largely down to having the right people and processes in place. But what do we see as the main inhibitors to change - across various business functions - and what can be done to overcome these? 


  • How can we effectively and practically manage cultural changes? Is a different type of CX employee needed?
  • What is the best approach to clarifying and operationalising your CX vision and tying it to clear business outcomes?
  • While it may be chaotic in the beginning, how can changes to people and processes be positively reinforced and maintained?
  • How do you manage an organisation in chaos mode?
  • Are all teams and employees responsible for its delivery? 

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

Download The Latest Agenda