Sandra De Zoysa has over 30 years of experience, she champions women in technology, customer experience, and business leadership. Sandra holds multiple prestigious awards and is committed to mentoring women and students through various initiatives.

In a recent conversation with the Global Woman Leader Magazine, Sandra discussed the role of digital transformation in bridging the digital divide and empowering underserved communities in regions with limited access to technology. She emphasized the need for professionals to adapt quickly while maintaining personalized customer service.

Reflecting on your three decades of experience in the telco industry, could you enlighten us some significant successes in your career? What challenges have you faced during the period and how did you overcome them in order to get there?

It has been a humbling experience to witness the evolution of the service landscape in Sri Lanka from the time I was involved in setting up the first Customer Service function in 1989 for the first mobile phone company in the country to now when service management across all sectors have gone mainstream and has evolved into a vibrant industry globally, now referred to as Customer Experience Management across multiple digital and social channels. This transformation journey has been one with many triumphs and challenges, notably the early days where I had to establish credibility in a male-dominated industry and adapt to the rapid technological advancements that were transforming our industry. By fostering an open attitude towards innovation and continuous learning, and advocating for diversity and inclusion, I have had the opportunity to emerge as the longest tenured in the mobile telco industry, the foremost service professional in the country and first Chairperson of SLASSCOM – The Industry Chamber for IT and BPM exports in Sri Lanka.

What role do you believe digital transformation plays in bridging the digital divide and empowering underserved communities, especially in regions where access to technology is limited?

Digital transformation is crucial in bridging the digital divide and empowering underserved communities. By deploying technology effectively, we can enhance access to education, healthcare, and economic opportunities, which are often scarce in regions with limited tech access. Initiatives like expanding internet connectivity, providing affordable digital devices, and delivering digital literacy programs are essential. Such efforts not only connect individuals to global resources but also foster local innovation and community development. Ultimately, digital transformation can level the playing field, ensuring that everyone, regardless of their geographic or economic background, can participate in and benefit from the digital world.

We utilize digital technologies to enhance connectivity and innovate solutions tailored to our customers' needs. Notable initiatives include the Ideamart for Women platform, which promotes entrepreneurship by increasing women's access to technology, and our trilingual advisory service, Yeheli.lk/Thozhi.lk, addressing personal and societal issues for over a million users. These efforts underscore our commitment to enriching Sri Lankan lives, demonstrating how accessible technology can drive social and economic empowerment.

Sri Lanka's telecom industry has seen significant changes over the years. How has your leadership evolved in the context of a very dynamic telecommunications landscape, thus, shaping your methodology of digital transformation in the telecommunications sector.

Over the years, my leadership style has evolved to navigate the dynamic landscapeof the ICT sector. Initially focusing on foundational customer service practices, setting up the first contact center in the country and later pioneering digital transformation in customer experience management. My approach centers on creativity and innovation, collaboration and integration, consistency and continuous improvement leading to service excellence and inclusivity beyond affordable pricing and wider reach/ access. These priorities ensure our services are not only cutting-edge but accessible to all segments of society. These strategies have kept us at the forefront, allowing us to be resilient and adapt to new technologies and market demands while driving significant industry-led changes.

Consumer expectations are increasingly dynamic. How can professionals still be flexible and quickly adapt to these varying needs, while continuing to provide personalized services to customers?

In today's rapidly changing consumer landscape, professionals can stay flexible and adapt to varying needs by embracing a culture of continuous learning and leveraging data-driven insights. At Dialog Axiata, we harness advanced analytics to understand consumer behaviors and preferences in real-time, allowing us to tailor our services precisely. Additionally, investing in technology such as AI and machine learning helps automate routine processes, freeing up our team to focus on creating more personalized experiences. It’s critical to foster a mindset where change is expected, and innovation is continuous. This approach not only meets but anticipates customer needs, ensuring we provide relevant and personalized services at every touchpoint.

How do you balance the need for innovation and agility with the inherent challenges of maintaining reliable and accessible telecommunications services, particularly in developing markets?

Balancing these in telecommunications, especially in developing markets like ours, requires a strategic approach. We prioritize robust infrastructure investment to ensure service reliability while simultaneously fostering a culture of innovation. We implement scalable and flexible cloud-based technologies that can grow and adapt to changing consumer demands without compromising service quality. Moreover, we engage in continuous testing of emerging technologies in controlled environments before full-scale deployment to mitigate risks. By maintaining a dual focus on cutting-edge developments and foundational service reliability, we manage to meet current demands while preparing for future challenges, ensuring our services remain accessible and dependable.

What initiatives or programs do you believe are necessary to support the professional development and advancement of women in leadership positions in Sri Lanka where gender disparities may still exist?

To support this cause, comprehensive and sustained initiatives are essential. Programs like mentorship and sponsorship are crucial, providing women with guidance, exposure, and opportunities to advance into leadership roles. Additionally, leadership training tailored for women, focusing on skill enhancement and confidence building, can help address gender disparities.

Organizations should also implement policies that promote work-life balance, such as flexible working hours and parental leave, to support women in managing their career and personal life. Establishing networks and forums for women to share experiences and strategies can foster a supportive community. Finally, organizations must commit to creating inclusive cultures with clear paths to advancement for women, ensuring equal opportunities for their growth and sustain them in leadership positions.