The focus of business has gradually transitioned to customer experience than new services and products. Now, loyalty and customer retention are critical to the success of a business, making customer relationship management crucial. Customers play an active part in deciding how an organization can become a brand.

The Customer Experience Management Meet to be held in Srilanka later this month will focus on building brand diffrentiation. Customer Experience is already high priority for major companies in Sri-Lanka. Research in Sri Lanka found that there is a positive relationship between service quality and customer satisfaction.

The event is expected to host some of the biggest companies in Srilanka, with the focus on improving customer engagement. This will be accomplished through market-specific conference sessions, networking opportunities with industry leaders, as well as one-to-one business meetings.

More than 100 decision makers, 50 industry experts and 20 solution providers are expected to be present at the event.

Some of the industries expected to participate are retail, e-commerce, travel, communication, healthcare, exports, logistics, transport, FMCG and manufacturing. There will be high-level participation at the event including Chief Executive Officers, Chief Operating Officers, Chief Technology Officers and Chief Information Officers, in addition to VPs and directors of customer experience, customer relationship, marketing and branding.

of the confirmed industry experts include Lasith Sooriyabandara, marketing director of Asia Broadcasting; Subanu Perera, head of sales and marketing, Fairway Holdings (Pvt) Ltd; Kanishka Handaragama, head of loyalty & analytics, Pantaloons; Martin Sathiyanesan, director of operations, Legacy Health LLC; Syed Rahim, head of customer experience, SPAR India; Fawaz Nizamdeen, head of contact experience, Airtel Careers Srilanka; Sandra De Zoysa, group chief information officer, Dialog Axiata PLC; Mahinda Herath, group chief planning & digital officer, Srilanka Telecom and Sanath C De Silva, CEO, National Insurance Trust Fund.

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