DIALOG AXIATA
Sandra De Zoysa of Dialog Axiata is presiding over an ongoing digital transformation to better understand , serve , digitise and delight the customer
Since its foundation in 1993 , Sri Lankan mobile operator Dialog has gone from upstart underdog to the country ’ s leading communications brand . Dialog – a part of the Axiata Group , a pan- Asian telecommunications conglomerate operating in seven countries – grew its position throughout the decades by outperforming the competition in a few key areas which have formed the keystone values underpinning everything the company does .
“ People come first , but technology is a close second ,” says Sandra De Zoysa , Group Chief Customer Officer at Dialog Axiata . “ We believe that people come first – our customers and employees and regardless of what area of the business you are involved in – be it engineering , legal , marketing , or any other – all employees need to find a way to connect back to the customers we serve .”
“ People come first , but technology is a close second ”
SANDRA DE ZOYSA CHIEF CUSTOMER OFFICER , DIALOG AXIATA
De Zoysa , who has been a part of the team at Dialog Axiata since 1997 , has played an instrumental role in delivering on that ethos for more than two decades . We sat down with her to discuss her insights into leveraging the latest technologies , strategies and operational practices into a customer experience that will ensure Dialog Axiata continues “ to be not only the most valuable brand , but the most loved brand in Sri Lanka .”
Digital Transformation from Top to Bottom “ Our digital transformation journey started over five years ago . This initiative was envisioned by Axiata and then passed down across the whole subsidiary group ,” explains De Zoysa . Axiata gathered together the senior leadership teams responsible for its brands in Sri Lanka , Malaysia , Indonesia , Bangladesh , Cambodia and Nepal , for a series of workshops and seminars that not only laid out a roadmap for the coming years , but helped to instill a unified digital mindset that its executive teams are continuing to disseminate throughout their organisations .
“ Looking back on those workshops five years later , they helped us so much ,” recalls De Zoysa . “ As a team , we had a cohesive vision and tackled the project in sync . We all knew what we were supposed to
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