Smith, Founder & President of Vector Business Navigation and President of the Consortium for Service Innovation, is recognized worldwide as a leading authority on customer experience.
Invited by Emojot, he engaged with top executives across hospitality, healthcare, retail, banking, insurance, and telecommunications, delivering actionable insights into how CX can drive profitability, loyalty, and long-term brand value.
Over two dynamic sessions, Smith emphasized that every customer interaction is a defining “moment of truth,” with simplicity, empathy, and design-led thinking emerging as the hallmarks of winning experiences.
He highlighted how emotionally resonant brands enjoy a decisive competitive edge, as customers are increasingly willing to pay more for meaningful engagement.
Emojot curated the forums to go beyond knowledge sharing, fostering collaboration between Sri Lankan business leaders and Smith.
Discussions centered on embedding emotional intelligence and AI into customer engagement, creating a cultural shift where CX evolves from a business strategy into a shared organizational purpose.
The outcome was clear: Sri Lankan enterprises are ready to embrace the future of customer experience.
The sessions reaffirmed Emojot’s leadership in AI-powered Experience Management and its mission to help organizations listen intelligently, act insightfully, and connect emotionally.
As Dr. Shahani Markus, Founder, Chairperson & CEO of Emojot, remarked: “Every successful brand connects through emotion.
This experience was about bringing leaders together to explore how AI can make that connection stronger, smarter, and more human.”
Photo Caption - Bradford Smith, CCXP, Founder & President of Vector Business Navigation and President of the Consortium for Service Innovation, Viraj Amarasena, Vice President Business Development, Emojot.