Business
SLID CEO Forum on Redefining Customer Experience in the Digital Age
The Sri Lanka Institute of Directors (SLID) CEO Forum in partnership with Daily FT, ACCA, and CA, organized an online panel discussion to share thoughts and insights on ‘Redefining Customer Experience in the Digital Age’ recently.
The keynote address was delivered by services marketing guru, National University of Singapore MBA Program Vice Dean Prof. Jochen Wirtz. The eminent panel moderated by AIA Insurance Sri Lanka CEO Nikhil Advani, comprised of SriLankan Airlines former CEO and Jet Airways CFO Vipula Gunatilleke, Lion Brewery Ceylon Ltd. Director/CEO Dr. Rajive Meewakkala, BCG Center for Customer Insights Director/Partner Kanika Sanghi, and Bookingwhizz Ltd. UK CEO/Founder Karim Mawani.
Delivering his keynote address, Prof. Wirtz the author of the bestselling books on Amazon in 20-22 titled ‘Services Marketing’ and ‘Intelligent Automation’ said, “We are at an inflection point in our economies. Having passed the Agriculture and Industrial Ages, the economies in the 2020s are moving into an accelerated service revolution with the exciting developments in technologies such as Robotic Process Automation (RPA), biometrics, facial recognition, Natural Language Processing (NLP), Machine Language, the cloud, mobile technologies, and IoT which are all coming together and are getting more powerful,” and added that what can be automated is based on three dimensions which are whether the service is physical or tangible in nature, is the core of the service cognitive/analytical or social/emotional, and how often it happens and its heterogeneity or homogeneity when it happens.
Explaining his company’s automation process moderator Nikhil Advani said, “Last year, having brought in three bots to automate 34 mostly back-office processes handling mundane, repetitive tasks, we have seen 40 hours of work reduced to just a couple and the employees are now happier causing our NTS to go up. These are clear benefits of bringing technology into all businesses.
Responding to the moderator’s question on the acceleration of digital transformation and application of quick fixes during COVID, Vipula Gunatilleke said: “We were compelled to make some quick fixes. While most airlines don’t own any aircraft, what we do own is the data related to 5-10 million customers. Airlines have been reinventing themselves even before the lockdown. Today’s customers are more demanding, and they want personalized service, the best deal. We are working on developing and evolving the quick fixes that we applied during the COVID period.”
“The beer industry, being highly regulated, limits our ability to interact and deploy experiential platforms and transactions with consumers. Amidst these constraints, we developed service delivery approaches where we were able to inform consumers digitally where and how they could buy alcoholic beverages,” said Rajive Meewakkala.
Responding to a question from the moderator, Karim Mawani said, “As a software development company specializing in the hospitality industry, even before COVID we were conducting research on how to digitally transform the industry.
The Delegation of German Industry and Commerce in Sri Lanka (AHK Sri Lanka) proudly facilitated the first-ever Sri Lankan delegation’s participation at Drupa 2024, the world’s largest trade fair for the printing industry and technology. Held after an eight-year hiatus, Drupa 2024 was a landmark event, marking significant advancements and opportunities in the global printing industry.
AHK Sri Lanka played a pivotal role in organising and supporting the delegation, which comprised 17 members from the Sri Lanka Association for Printers (SLAP), representing eight companies from the commercial, newspaper, stationery printing, and packaging industries. This pioneering effort by AHK Sri Lanka not only showcased the diverse capabilities of Sri Lanka’s printing sector but also facilitated vital bilateral discussions with key stakeholders from the German printing industry.
Business
Unveiling Ayugiri: Browns Hotels & Resorts sets the stage for a new era in luxury Ayurveda Wellness
In a captivating reimagining of luxury wellness tourism, Browns Hotels & Resorts proudly unveiled the exquisite Ayugiri Ayurveda Wellness Resort Sigiriya. This momentous occasion, celebrated amidst a vibrant and serene grand opening on the 6th of June, heralds a new chapter in the Ayurveda wellness tourism landscape in Sri Lanka. Nestled amidst 54 acres of unspoiled natural splendour, Ayugiri features 22 exclusive suites and stands out as the only luxury Ayurveda wellness resort in the country offering plunge pools in every room, rendering it truly one-of-a-kind.
The grand opening of Ayugiri Ayurveda Wellness Resort was an enchanting event, where guests were captivated by the melodies of flutists and violinists resonating through Sigiriya’s lush landscapes. As traditional drummers and dancers infused the air with vibrant energy, Browns Hotels & Resorts’ CEO, Eksath Wijeratne, Kotaro Katsuki, Acting Ambassador for the Embassy of Japan and General Manager, Buwaneka Bandara, unveiled the resort’s new logo, marking a significant moment witnessed by distinguished guests from the French Embassy, Ayurveda and wellness enthusiasts along with officials from the Sigiriya area, LOLC Holdings and Browns Group.
“Our strategic expansion into wellness tourism with Ayugiri Ayurveda Wellness Resort Sigiriya symbolises a significant milestone for Browns Hotels & Resorts. Wellness tourism has consistently outperformed the overall tourism industry for over a decade, reflecting a growing global interest in travel that goes beyond leisure to offer rejuvenation and holistic well-being. By integrating the timeless wisdom of Ayurveda with modern luxury, we aim to set a new standard in luxury wellness tourism in Sri Lanka. Whether your goal is prevention, healing, or a deeper connection to inner harmony, Ayugiri offers a sanctuary for holistic well-being” stated Eksath Wijeratne.
Ayugiri encapsulates the essence of life, inspired by the lotus flower held by the graceful queens of the infamous Sigiriya frescoes. Just as the lotus emerges from the murky depths, untainted and serene,
Ayugiri invites guests on a journey of purity and rejuvenation, harmonised with a balance of mind, body and spirit, the essence of nature, echoes of culture and the wisdom of ancient Ayurvedic healing.
HNB General Insurance, one of Sri Lanka’s leading general insurance providers, has been honored as the Best General Bancassurance Provider in Sri Lanka 2024 by the prestigious Global Banking and Finance Review – UK.
The esteemed accolade underscores HNB General Insurance’s unwavering commitment to excellence and its outstanding performance in the field of bancassurance. Through dedication and hard work, the HNB General Insurance team has continuously endeavored to deliver innovative insurance solutions, cultivate strong relationships with banking partners, and provide unparalleled service to customers nationwide. This recognition is a testament to the team’s dedication and relentless pursuit of excellence in the bancassurance business.
“We are honored to receive this prestigious award, which reflects our team’s tireless efforts and dedication to delivering value-added insurance solutions and exceptional service through our bancassurance partnerships,” said Sithumina Jayasundara, CEO of HNB General Insurance. “This recognition reaffirms our position as a trusted insurance provider in Sri Lanka and motivates us to continue striving for excellence in serving our customers and communities.”
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