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Summary
This webinar explores the transformative role of AI and automation in BPO/KPO industries, focusing on how intelligent analytics and process automation are reshaping operational efficiency, scalability, and service quality. It will also address critical challenges such as workforce reskilling, data security, and ROI uncertainties, while highlighting strategic opportunities for building competitive advantage, transitioning to higher-value services, and fostering talent migration towards knowledge-based work.
Program
- Keynote speech by Samantha Rajapaksa, Location & Consulting Leader, EY GDS Sri Lanka
- Keynote speech by Kaushika Jayalath, Solutions Consultant, Oracle Corporation
- Panel discussion
Panellists
- Tishan Subasinghe, President, CA Sri Lanka
- Prof. Dale Pinto, Global President and Chair, CPA Australia
- Ben Fisher, Chief Information Officer, TOA Global, Australia
Moderator
- Chamila Cooray, General Manager – Shared Services, Hemas COE (Pvt) Ltd
CPD Hours: 2
Learning Outcomes:
- Explain how AI-driven analytics and automation enhance efficiency, scalability, and service quality in BPO/KPO operations.
- Evaluate the risks of job displacement, compliance challenges, and ROI uncertainties, and identify mitigation strategies.
- Design strategic approaches for leveraging AI to transition towards higher-margin, value-added services and global competitiveness.