Rekha WeerasooriyaHead of Customer Experience Transformation & People Development
Dialog Axiata Plc
· Capturing the evolving roles of customer experience in retaining customers and driving innovation
· Identifying changing customers’ demands: What makes them stick?
· Digital and non-digital channels: Adding values and engagement at each point
· Mass customization vs personalization: Striking a balance
· What are customer expectations in an omni-channel environment?
· Designing an integrated care strategy that matches customers’ multi-device, on-the-go lifestyle
· Ensuring constant exchange of insights across channels
· Delivering consistent service across every touch point – web, mobile, social media retail and self-service options
· Measuring and benchmarking success