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Program Outline
Practical Frameworks
Gain practical, proven frameworks and approaches to design, evaluate and continuously improve customer experiences. Learn how to identify experience gaps, understand customer needs and translate insights into meaningful improvements across the customer journey.
Actionable Insights
Move beyond theory to understand the gaps and opportunities within your organization's customer experience. Learn how to prioritize initiatives, address key pain points and develop a practical action plan to drive measurable improvements
AI and Digital Enablement
Discover how AI, data and digital technologies can transform customer experiences. Explore how organizations can leverage technology to personalize interactions, anticipate customer needs, improve decision making and deliver more seamless and efficient experiences
Cross Industry Learning
Gain fresh perspectives by learning from customer experience practices across different industries and business models. Benchmark your organization against proven approaches, uncover transferable ideas and identify innovative solutions that can be adapted to your own customer experience strategy
What is this program?
This Executive Masterclass equips senior leaders with strategic insights to build future-ready customer experience capabilities. Participants will explore emerging trends, transformation frameworks, and practical strategies to embed customer-centricity, drive digital innovation, and create intelligent service ecosystems that deliver measurable business impact.
Who is it for?
CX Leaders | Digital Transformational Leaders | Operational Leaders | Business Transformation Leaders | Innovation and Strategy Leaders | Product Leaders | Senior Managers driving customer, digital or operational transformation
What will you gain?
- Design better customer experiences - Understand customer needs, identify experience gaps and improve customer journeys
- Turn Insights into Action - Prioritize CX opportunities and create a practical 90 day improvement roadmap
- Leverage AI, Data and Digital - Use emerging technologies to personalize interactions, anticipate needs and enhance CX
- Learn across industries - Benchmark best practices and discover ideas you can adapt to your organizations
- Drive Sustainable Growth - Connect CX improvements to customer loyalty, efficiency and long term business growth
Meet the instructor
Sandra De Zoysa
Founder, CEx Consulting, Unified Experience Management & Transformation Advisor | CXPA Asia Regional Leadership Council | Chair Women Directors Forum SLID | Board Advisory | Past Chairperson - SLASSCOM | Executive coach
With over 30 years in ICT, Sandra is globally recognized for her leadership in Customer Experience, Women in Tech, and Digital Transformation. A founding member and first Chairperson of SLASSCOM, she was also the first in APAC to hold a C-suite role in Customer Experience, transforming Sri Lanka’s service landscape through innovation and automation. A BCS Fellow with Master's in Digital Transformation Leadership, Human Resource Management and Executive MBA qualifications, she has lectured at the University of Colombo School of Computing since 2009. Passionate about empowering women, Sandra mentors through GMI, EQUALS, and SLASSCOM WTECH, while championing diversity and inclusion through WIM and IFC’s Respectful Workplaces Program, SLID and WCIC. A sought-after global speaker, she has represented Dialog Axiata at over 750 international forums during her 28 year tenure as Group Chief Customer Officer and MD of Dialog Business Services
Patrick Jones - Course author
Organized by
SLASSCOM Academy is the learning arm of
SLASSCOM. Our aim is to deliver learning opportunities associated with the
latest tech aspects; to learners ranging from the school level to the
corporate top management level .
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Kay Vasey
Founder & Chief Connecting Officer,
MeshMinds & The MeshMinds Foundation
MeshMinds & The MeshMinds Foundation
Kay is a dedicated professional who works at the crossroads of art, technology, and environmental advocacy. As the founder of MeshMinds, a creative technology studio, and The MeshMinds Foundation, a not-for-profit arts organization, she has been instrumental in driving digital innovation to address pressing global challenges and protect our cultural and environmental heritage.
She has forged groundbreaking partnerships with the United Nations Environment Programme (UNEP), UNESCO, Meta, and Apple, establishing herself as a leader in her field. Her impressive track record includes spearheading the 100 Days to #BeatPlasticPollution campaign, collaborating with Meta to transform the way audiences engage with traditional art, and devising comprehensive digital training programs for creators throughout Asia.
With a strong commitment to shaping the future of art, creativity, and sustainability in the digital age, Kay is a pioneer in XR Creation & Production, Metaverse Pedagogy, Digital Sustainability, and Digital Transformation. Her expertise and strategic consultancy make her an invaluable resource for those navigating the rapidly evolving world of Web3 and the Metaverse.
Dr. Franz Georg Fuchs
Senior Researcher at SINTEF | Associate Prof. at UiO | Center Leader at Gemini Center on Quantum Computing, Norway
Franz G. Fuchs is a research scientist at SINTEF, one of Europe's largest independent research organizations, and the centre leader of the Gemini center on quantum computing in Norway. After his master's degree in mathematics at the Technical University of Munich he received a PhD from the Centre of Mathematics for Applications which existed as a Norwegian Centre of Excellence at the University of Oslo. His research focuses on quantum computing algorithms and their application to solve real-world problems.
Isuru W. Fernando
NZ Digital Innovation Lead for Azure at Microsoft New Zealand | Executive Board Member at AI Forum NZ
Isuru works for Microsoft as the NZ Digital Innovation Lead for Azure. Prior to this Isuru was at Google, bringing the best of Google Cloud & AI to New Zealand. Before Google, he was at IBM, as the Chief Design and Technology Officer for NZ and was previously the Head of Artificial Intelligence, where he established and grew the IBM Watson business.
Isuru is also a founding Board Member of the AI Forum and is an Advisor to the World Economic Forum on AI Ethics and Human Design. Isuru holds Undergraduate and Postgraduate degrees, is a published author in international journals and a resident lecturer. Isuru co-founded a start-up that went onto a successful acquisition.
Neranjan Dissanayake
Chief Technology Officer
Just In Time Technologies Pvt Ltd
Neranjan is a vetran in the Cybersecurity field in Sri Lanka having experience for more than 12 years in multiple local and multinational organizations. He has worked in senior consultant positions architecting and desiginign misssion critical environments in complex projects. A past Royalist and a graduate from from the University of Moratuwa Faculty of Engineering specializing in Electronic & Telecommnication, he has acquired countless industry certifications in many diversed areas. He is a member of IESL, ISC2 Colombo Chapter and ISACA Sri Lanka and conducts many workshops, webinars and mentorship programs with professional bodies to transfer his knowledge and experience to serve the industry.
Currently he works as the CTO of Just in Time, a pioneer in Sri Lankan technology field, undertaking the complete technology function of the company. His passion is to create the realization of the value of technology in the local tech domain, addressing customer pain points and providing world-class technology solutions. He is currently focusing on all aspects of technology including cybersecurity, cloud technologies, artificial intelligence, machine learning, data science, blockchain, DevOps, IOT to name a few to provide solutions and address pain points in Sri Lankan industry verticals.
Dr. Norilmi Amilia Ismail
Founder & CEO SpaceIn Sdn Bhd | Senior Lecturer at USM
Norilmi Amilia Ismail is a passionate and dedicated academician at the School of Aerospace Engineering, Universiti Sains Malaysia (USM). She is actively involved in the outreach program organized by the university and the local community in space education in Malaysia. She has been recognized internationally for her movement to educate students and the public on the Space industry through the events of the Space Generation Advisory Council and become the first President of Malaysia Space Initiative, the NGO for Space enthusiasts in Malaysia. She is also leading a research group in developing a Nano-Satellite called MYSat in USM for their research in earthquake prediction. She has produced a product name CanSat Kit for Education (CaKEd) that won silver in ITEX 2018 and Gold in MTE 2019.
Her journey as an entrepreneur starts in 2020 where she founded SpaceIn, together with the other four young space enthusiasts. SpaceIn is currently focusing on Picosatellite development for IoT applications and provide services for High Altitude Balloon platform. Her goal is to open opportunities to the young generation to involve in the space industry and together in developing the space industry in Malaysia.
Dr. Gerard Fernando
Chief Scientific Officer,
Zone24X7
Zone24X7
Dr. Gerard is responsible for technology development with emphasis on data security, system performance and optimization, data science and machine learning. Has more than twenty-five years of experience working for Fortune 500 companies in the high technology area. Specializing in technology commercialization – from basic research to product launch. He has a successful track record in managing large engineering teams.
He possess a BSc and Ph.D. in Electrical Engineering from Imperial College, London, UK. Has led standards efforts in ISO and IETF relating to Java, media delivery, security, and video codecs. Has several patents and publications in these technology areas. As well as having worked at Sun Microsystems Inc. in the USA, Philips Electronics in the UK and ZTE Corporation in China.
He possess a BSc and Ph.D. in Electrical Engineering from Imperial College, London, UK. Has led standards efforts in ISO and IETF relating to Java, media delivery, security, and video codecs. Has several patents and publications in these technology areas. As well as having worked at Sun Microsystems Inc. in the USA, Philips Electronics in the UK and ZTE Corporation in China.
Peter Ward
Managing Director at dijital team | Entrepreneur, Advisor & Former ASX Listed CEO (MOQ)
Peter is an entrepreneurial business leader that has proven experience in unlocking organisational value. This deep understanding of how to accelerate growth has been recognised with winning the Australian Young Technology Entrepreneur of the Year and being a finalist for the Pearcey Award for entrepreneurial ICT achievement and contribution.
Peter’s latest venture is Dijital Team which helps organisations accelerate their growth by designing and building awesome IT teams whilst reducing costs and increasing efficiency.
Peter’s latest venture is Dijital Team which helps organisations accelerate their growth by designing and building awesome IT teams whilst reducing costs and increasing efficiency.
Peter Ahnert
Big Data & AI Practice Lead Central Europe, Nagarro GmbH
Peter Ahnert leads Nagarro's Big Data & AI practice in Central Europe. His mission is to use the services and capabilities of Nagarro's globally active Big Data & AI organization to help companies and organizations tap the potential of targeted use of data and artificial intelligence. In addition to technology and methodology, organizational culture and structure are also of central importance. Previously, Peter has worked in various positions for a large aviation group, most recently as founder and managing director of a subsidiary specializing in Data Science & AI.
Unlocking the Metaverse:
Pioneering Opportunities for Asia-Pacific
by: Kay Vasey
An engaging and insightful discussion exploring the immense potential of the Metaverse, a collective virtual shared space offering real-time 3D simulations. In this talk, we will examine how this emerging digital universe can reshape our social and economic landscapes, and more importantly, what it means for the Asia-Pacific region.
Expect thought-provoking dialogues on leveraging the Metaverse for unique cultural representation, fostering economic growth, and catalysing technological innovations in this part of the world. Join us as we delve into this fascinating crossroads of technology, entrepreneurship, and cultural expression, and unlock the pioneering opportunities the Metaverse holds for Asia-Pacific.
Expect thought-provoking dialogues on leveraging the Metaverse for unique cultural representation, fostering economic growth, and catalysing technological innovations in this part of the world. Join us as we delve into this fascinating crossroads of technology, entrepreneurship, and cultural expression, and unlock the pioneering opportunities the Metaverse holds for Asia-Pacific.
Transformative Powers of Large Language Models
by: peter ahnert
Explore the transformative power of large language /transformer models like GPT-4 and BARD in reshaping industries and society. It discusses their impact on a wide array of sectors including healthcare, education, and business, underlining their capability to revolutionize tasks, augment human intelligence, and address complex problems. We will also look into the cost of using them as well as ethical considerations and potential risks of their widespread use, including environmental considerations.
Unlock the Potential of Data with Prompt Engineering
by: peter ward
Prompt Engineer is one of the fastest growing roles in Artificial Intelligence and has emerged as a crucial area for improving model performance and accuracy.
We will cover the fundamentals of prompt engineering and will showcase how you can easily revolutionise data by designing and developing effective prompts for natural language processing (NLP) models. The presentation will also provide insights into the latest research trends in prompt engineering and showcase some real-world use cases where effective prompt engineering has been crucial in achieving state-of-the-art results.
Shaping a Sustainable Future:
A Humanistic and Ethical View on AI Design
by: isuru w. fernando
Artificial Intelligence has changed our every day lives. It is now more important than ever to focus on the human and bring a humanistic and ethical point of view to how AI systems are designed and their ongoing use. In this keynote, Isuru will lay out the components of AI interaction design and focus on the challenge of designing a successful interaction that is supportive of a user's needs.
The talk will frame up the new relationships that need to be formed between AI and users and how these interactions are at the cusp of the on going conversation between businesses, consumers and the potential of AI. Where AI can bring business value and help towards a sustainable future. Isuru will conclude with a point of view on current ethical frameworks and how businesses can be inspired towards an ethical, sustainable and empathic approach to Artificial Intelligence.
The talk will frame up the new relationships that need to be formed between AI and users and how these interactions are at the cusp of the on going conversation between businesses, consumers and the potential of AI. Where AI can bring business value and help towards a sustainable future. Isuru will conclude with a point of view on current ethical frameworks and how businesses can be inspired towards an ethical, sustainable and empathic approach to Artificial Intelligence.
Artificial Intelligence (AI) - Role of Governance and Regulation
by: Dr Gerard Fernando
This session will focus on current times, and show that in several market segments AI based solutions have been deployed and functioning effectively, and providing significant benefits. Stakeholders for each of these solutions would value a well defined governance and regulatory framework, and he will provide a detailed description of such a framework.
There is understandable concern with the direction that AI is heading, particularly due to the lack of any credible governance and regulatory framework. Current focus amongst policy makers, scientists and industry leaders is on the long term consequences of AI.
The Dawn of Web 3.0: Unleashing the Future of a Decentralized, Intelligent, and Interconnected Digital World
by: Neranjan Dissanayake
Discover the future of the internet with Web3.0! Join us as we delve into the transformative power of emerging technologies that are shaping the digital landscape. In this insightful presentation, we will explore the evolution of the internet from Web 1.0 to Web 3.0, highlighting the key features and advancements that define this new era. Gain a deeper understanding of the semantic web, AI-driven technologies, and decentralization, and their implications for users, businesses, and society.
Dive into real-world applications in various sectors and unlock the potential of blockchain technology in enabling decentralized systems. Be prepared for the Web 3.0 future by discovering how you can adapt, embrace decentralized technologies, and contribute to a more equitable digital ecosystem.
Dive into real-world applications in various sectors and unlock the potential of blockchain technology in enabling decentralized systems. Be prepared for the Web 3.0 future by discovering how you can adapt, embrace decentralized technologies, and contribute to a more equitable digital ecosystem.
PocketQube Satellites: Miniaturized Platforms for IoT Connectivity
by: norilmi amilia ismail
PocketQube satellites are miniature satellites with a standardized form factor measuring 5 cm cubed, and weighing less than one kilogram. They have gained attention due to their compact size, low cost, and rapid development cycle, enabling diverse applications in space exploration and technology demonstration.
PocketQube satellites offer a cost-effective platform for space research and technology development, making them accessible to educational institutions, startups, and small space companies. PocketQubes have significant potential in IoT applications, specifically for machine-to-machine connectivity. By deploying constellations of these small satellites, machine-to-machine communication networks can be established, enabling efficient data exchange and connectivity.
PocketQube satellites offer a cost-effective platform for space research and technology development, making them accessible to educational institutions, startups, and small space companies. PocketQubes have significant potential in IoT applications, specifically for machine-to-machine connectivity. By deploying constellations of these small satellites, machine-to-machine communication networks can be established, enabling efficient data exchange and connectivity.
In agriculture, PocketQube satellites can monitor crop health, optimize irrigation systems, and provide real-time weather data for precision farming. In the oil and gas sector, they can enable remote monitoring of infrastructure and pipelines for enhanced safety and maintenance. Similarly, in forest monitoring and fleet management, PocketQubes can provide valuable data for resource management and logistical optimization. As the field of small satellites continues to evolve, PocketQubes are poised to play a role in advancing space exploration and driving innovation in various industries.
Quantum Computing:
Separating Hype from Realistic Expectations
by: Dr. franz georg fuchs
The rapid rise of quantum computers has generated immense hype regarding their short-term potential. If they can be built at scale, these machines possess the capability to outperform classical computers, offering enhanced speed and/or energy efficiency for solving valuable problems. Equally important is to develop algorithms that can utilize quantum computers in an advantageous way.
Coined by John Preskill in 2017, noisy intermediate scale quantum (NISQ) computers harness a limited number of "faulty" qubits. Despite remarkable strides in quantum hardware and algorithms, no practical use case has yet fulfilled the original definition of the NISQ regime. In this presentation, we will explore the current landscape from both a hardware and software perspective, aiming to discern the realistic future applications of quantum computing while distinguishing them from the surrounding hype. We will shed light on the state of quantum computing, its current capabilities, and the challenges it faces on the path towards practical implementation.