Head of Customer Experience Transformation & People Development
Dialog Axiata Plc
Conference Day One
Tuesday, January 28th, 2020
Keeping your CX employees happy and content in their roles, knowing that they have the skills and confidence to deliver the best experience for their customers should be at the forefront of every CX strategy. However, what can telco operators do to close the gap between technological advancement and CX employee empowerment? Rekha Weerasooriya, General Manager of Customer Experience Management and People Development at Dialog Axiata, the number one telecommunications provider in Sri Lanka, will talk about her journey to transform the entire service culture of a telecoms company that has 13 million customers and about 3,000 employees. Some of the issues Rekha will address include:
· What can telecom operators do to increase the efficiency of their CX employees to get everyone behind the company’s CX vision?
· How do you keep CX employees digitally relevant and able to serve the new digital customer?
· What challenges often occur and what strategies can be applied to truly transform the CX culture from top to bottom?