Today’s interview is with Sandra De Zoysa who is the Group Chief Customer Officer of Dialog and the Chairperson of the Digital Customer Experience Expert Working Group for Axiata. Dialog Axiata is one of Sri Lanka’s largest telecommunications service providers, and the country’s largest mobile network operator with 14.275 million subscribers which amounts to 44% of the Sri Lankan mobile market. She is also the winner of the MyCustomer.com 2019 CX Leader of the Year. She joins us today to talk about Dialog, the work that she has done over the last 20+ years, what it means to live a life of service and what becoming the 2019 CX Leader of the Year means to her.
This interview follows on from my recent interview – The state of workplace happiness and why it matters – Interview with Lord Mark Price of Engaging Works – and is number 326 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Sandra:
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.
Sandra is an avid keynote speaker, panelist and has presented at over 100 global events and a judge in a number of award panels including TM Forum, CXPA, CCAM & CSSL. 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, a founding member and Vice President of the Sri Lanka Institute of Service Management (SLISM) and a founder member on the Board of Women’s Digital Chamber Sri Lanka, under the Ministry of Telecommunications & Digital Infrastructure.
Check out Dialog Axiata and the article announcing Sandra as CX Leader of the Year for 2019 here. After you have done that then say Hi to the folks at Dialog Axiata on Twitter @dialoglk and connect with Sandra on LinkedIn here.