Sandra De Zoysa, Group Chief Customer Officer of Dialog Axiata PLC and Managing Director of Dialog Business Services has been recognised as one of the “Top 40 Future of CX Leaders 2026” by the prestigious CX Network. The honour highlights her longstanding contribution to shaping the future of Customer Experience and her role as a visionary within the global CX landscape.
The accolade reflects Sandra’s exceptional leadership in transforming traditional telecommunications services into digitally enabled, customer-first experiences. With a career spanning more than three decades in the Information, Communication and Technology Industry she has consistently championed innovation, service excellence and human-centred design within the organisation.
Her forward-looking philosophy emphasises that the future of Customer Experience will not be defined by technology alone, but by technology strengthened through empathy, ethics and human-centred customer experiences She believes that Artificial Intelligence will evolve beyond efficiency to serve as a driver of empathy, helping brands create more personal, responsible and intuitively designed customer journeys. According to her, the organisations that will lead the next era of CX are those that embrace intelligent, human-aware systems to deliver meaningful and seamless interactions.
This latest recognition adds to a growing list of global accolades acknowledging Sandra’s influence and impact in the people experience landscape. Dialog Axiata was honoured with the Forrester “Customer Obsessed Enterprise” Award for the Asia-Pacific region in 2023, following the TM Forum “Customer Experience and Trust” Award in 2020. These achievements collectively underscore her commitment to elevating industry standards and driving transformative change within the Customer Experience domain.
