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. In addition to her role at Dialog, she is a founding member and the Vice Chair of SLASSCOM, the Knowledge and Innovation Chamber of Sri Lanka, a founding member and on the Board of Women's Chamber for Digital Sri Lanka and Founding Member and Vice President of the Sri Lanka Institute of Service Management (SLISM).

With over 3 decades of experience in the ICT industry, she is the recipient of multiple global & local awards for women in management, leadership and for her exceptional contributions and achievements in the sphere of Telco and Digital customer experience management. Sandra is an avid keynote speaker, panelist and presenter and has spoken at over 150 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.

Conference Day One - 19 January, 2021 (Timings in GMT)

Tuesday, January 19th, 2021


Exceeding customer expectations is what provides the wow factor. While digitally-born companies have established that standard, they’ve made it all the more difficult for Telco’s to match, let alone exceed it. But the strategic question for Telco’s continues to be ‘what’s the next growth engine?’ Diversifying the Telco value proposition beyond voice and data services is essential, but understanding where to diversify and how to deliver value in typically unfamiliar territory is informed by what customers want. A good understanding of customer needs guides us on choosing the big bets; and a good understanding of their expectations maximises the chances of success.

  • Reinventing the telco customer experience: what does it mean to be a digital operator?
  • How is innovation and disruptive technology shaping what our customers really want?
  • How confident are we of matching and exceeding customer demand?
  • Are our delivery structures customer-friendly?

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

Download The Latest Agenda