Asianet Pakistan Private Limited

Former Royal, CR and FC, and national player Pavithra Fernando was appointed as the President of Sri Lanka Rugby (SLR) at their Annual General Meeting (AGM) yesterday.

Former Antonian and CR and FC rugby player Shanitha Fernando was appointed as the Deputy President, while former Thurstan and Air Force rugby player Subash Jayathilake will be the Secretary of SLR.

Former Police skipper Chinthaka Perera took over the Vice President’s post.

Office bearers for 2025/2026:

President Pavithra Fernando; Deputy President Shanitha Fernando; Vice President Chinthaka Perera; General Secretary Subash Jayathilake; Treasurer Neomal Ekanayake; Female Representative Thilini Rangani, and Athlete Representative Stephan Gregory.

In the fast-paced journey towards digitisation, many companies overlook a simple truth: customers are human beings, not data points. Artificial Intelligence (AI), chatbots and self-service portals promise efficiency and accuracy in what they deliver. However, these tools often risk stripping away the emotional connection with customers – the very connection that builds loyalty. Therefore, greater emphasis must be placed on ensuring that digitization does not lead to standardisation or robotisation but instead promotes customisation and personalisation. In this process, think of shifting from ‘Tech to Touch’, using technology to capture customers’ attention and strengthen emotional connection. This is the paradox of modern service: the more digital we become, the more human we must be.

Artificial Intelligence versus Human Intelligence

Of course, technology, commonly referred to today as Artificial Intelligence (AI), can replace humans in specific areas, by excelling at repetitive, routine and mundane tasks thus improving efficiency. AI’s main advantages include enhanced productivity through automation, improved decision-making through data analysis, and round-the-clock operational capability. It is well established that AI-based systems are fast, accurate and consistently rational. Yet they are not intuitive, emotional or culturally sensitive, qualities that make humans truly effective.

AI lacks the Emotional Intelligence (EI) and creativity that are inherently human. While AI can recognise and analyse emotions to some extent, it may not have the capability to truly understand the implications or to respond in a meaningful way. AI abilities depend largely on the data it processes. Humans, by contrast, are more capable of imagining, anticipating, feeling and exercising judgment in changing situations – abilities that AI still struggles to emulate.

Human intelligence includes a deep understanding of emotions and behaviour. This allows humans to shift focus from short-term to long-term perspectives. People have the ability to understand and relate to the feelings of others, strengthening relationships and social interactions. In this context it is evident that humans remain superior to AI in areas requiring emotional depth and adaptability. A complete replacement of humans by AI is unlikely in the foreseeable future. The more realistic future involves collaboration between humans and AI, where technology enhances human capability allowing us to work more effectively and harmoniously in serving human interests. This synergy could ultimately drive economic growth and create more job opportunities.

Tech to Touch – Empathy

Empathy is the ability to understand and share another person’s feelings. In customer service, it means recognising the emotional context behind a request. Organisations that consistently train their staff in empathy earn customer trust more quickly. According to PwC research 82% of customers want more human interaction in the future, not less.

Empathy in Action – Personal Experiences

Case Study 1

Recently I visited a bank for my regular banking requirements. I was greeted by a Banking Assistant (BA) near the counter where deposit slips were usually kept. To my surprise there were no slips available. The Banking Assistant explained: ‘As part of our ‘go green’ initiative, the bank has presently eliminated paper slips. You can now scan the displayed QR code to complete your transaction.’

Seeing that I needed help with this new tech-based process, she kindly offered to assist me. She registered my account details on my mobile phone and patiently explained how I could perform future transactions conveniently using the bank’s mobile app.

This young Banking Assistant, perhaps from Gen Z, demonstrated positivity, friendliness, kindness, patience and the ability to get things right the first time. Her proactive help in guiding me through the new QR code left a lasting impression on me and enhanced my perception of the bank. It was a small gesture but created a meaningful and memorable customer experience.

Case Study 2

On another occasion, I ordered a specialised microphone from an authorised seller overseas. The item was to be delivered directly to my nephew who lives in that country, who planned to hand-carry it to Sri Lanka during his holiday. The seller assured delivery within ten working days, and I placed the order 13 days before my nephew’s departure, leaving a few extra days for any unexpected delays.

I received a tracking link from one of the world’s largest courier companies. However, toward the end of the delivery period, the tracking status stopped updating. It showed that the package had arrived in my nephew’s city but was held up due to an extended holiday period. Our only option for contact was a 24-hour ‘Customer Service’ hotline. Unfortunately, every attempt to reach a representative went to voicemail, and no one returned our calls.

As a result, my nephew left the country without the microphone-an item I had planned to use for a keynote speech just days later.

This experience left me questioning: what is the value of advanced technology if it fails to meet a specific customer need? A simple human intervention could have resolved the issue.

The role of the ‘Empathy Agent’

Tech-based solutions should be designed to anticipate customer needs proactively, not just respond to them. Even automated messages can sound warm, specific and human. When a bot cannot resolve an issue, it should seamlessly transfer the customer to a human agent with full context, sparing them from having to repeat information. In emotionally charged situations, empathic human agents – sometimes referred to as ‘Empathy Agents’ – cannot only solve problems but also provide reassurance to customers during difficult moments.

A competitive necessity

In a world where competitors can easily replicate tangible elements-product, price, place, promotion, processes and physical evidence-true and lasting differentiation comes from the human factor. Empathy remains one of the last authentic competitive advantages. Those who master it at scale will make their brands not only efficient but also irreplaceable.

It is a fact that technology, no matter how advanced, can never replicate everything humans create. Art forms such as painting, music, video games, architecture, and fashion-products of human imagination and craftsmanship-will always hold special value. In an AI-saturated world, the worth of human-made creations will only rise. As the saying goes, ‘What is made of glass still has class.’

Similarly, in a rapidly evolving technological market place, people will continue to play a vital role in delivering services with a human touch – something customers deeply appreciate. The fact remains: ‘technology can deliver efficiency, but only humans can over-deliver with empathy.’

A Buddhist monk from Rathupaswala, Ven. Theripahala Siridhamma Thero, began a hunger strike in Tangalle yesterday to protest the Government’s decision to withdraw the security detail of former President Mahinda Rajapaksa.

The protest started around 1 p.m. near the D. S. Senanayake statue, opposite Carlton House in Tangalle, according to local reports.

The monk is demanding the reinstatement of security for Rajapaksa and other former presidents, arguing that removing state protection for a former head of state is unacceptable and poses risks to their safety.

Ven. Siridhamma Thero said he will continue the fast until the government reverses the decision and restores full security arrangements.

The Colombo stock market yesterday dipped largely due to profit taking amidst healthy turnover.

The benchmark ASPI declined by 0.3% and the active S and P SL20 by 0.4%. Turnover was Rs. 7.3 billion.

Foreign investors remained net sellers, recording a net outflow of Rs. 196.2 million.

First Capital said post hitting the 22,000 milestone on ASPI, marked the first day of profit taking, after 15 consecutive days of gains.

While both retail and HNW participation was high, investors have largely realized gains on the Banking sector counters and conglomerates.

BUKI, SUN, DIAL, COMB and CARS were the top contributors to the index.

Banking sector took the lead in terms of sector wise contributions to turnover, with a share of 21%, followed by the Capital Goods sector and Food retailing sector, which produced a combined contribution of 35%. Food retailing sector’s high turnover was underpinned by the increased HNW participation observed in CARG and CTHR.

NDB Securities said high net worth and institutional investor participation was noted in Cargills, C T Holdings and Commercial Bank. Mixed interest was observed in Lanka Credit and Business Finance, John Keells Holdings and Colombo Dockyard whilst retail interest was noted in Kotagala Plantations, Co-Operative Insurance Company and Hela Apparel Holdings.

The Banking sector was the top contributor to the market turnover (due to Commercial Bank) whilst the sector index lost 0.35%. The share price of Commercial Bank increased by 75 cents to Rs. 197.

The Capital Goods sector was the second highest contributor to the market turnover (due to Colombo Dockyard and John Keells Holdings) whilst the sector index decreased by 0.74%. The share price of Colombo Dockyard recorded a gain of Rs. 4.50 to Rs. 134.

The share price of John Keells Holdings declined by 20 cents to Rs. 21.50.

Cargills and C T Holdings were also included amongst the top turnover contributors. The share price of Cargills closed flat at Rs. 750. The share price of C T Holdings moved down by Rs. 1.50 to Rs. 651.

LOVI Ceylon, in collaboration with Events by Shero and Cinnamon Grand Colombo, hosted a heartfelt send-off dinner in honour of Sri Lanka’s national women’s cricket team ahead of their participation in the ICC Women’s World Cup.

The celebration was held at the Atrium of Cinnamon Grand Hotel, Colombo, on the eve of the tournament’s commencement across Sri Lanka and India.

The evening was marked by elegance, pride, and national spirit as players, coaches, and key stakeholders gathered to acknowledge the commitment and excellence of the women’s team. Attendees included representatives from Sri Lanka Cricket, LOVI Ceylon, and well-wishers from across the community.

As part of the celebration, LOVI Ceylon unveiled the ceremonial attire designed exclusively for the team’s international appearance. The custom designs are a continuation of the brand’s mission to define a contemporary Sri Lankan fashion identity and honour national pride through modern craftsmanship. The brand has previously styled the national squad for global platforms including the Olympics in Tokyo and Paris.

The send-off event opened with a welcome address by LOVI Ceylon Founder Asanka de Mel, followed by a traditional blessing and cultural performance to wish the athletes success. The ambiance of the Atrium was transformed into a tribute to the strength, determination, and grace of Sri Lanka’s finest women cricketers.

Asanka de Mel said: ‘Each of these athletes, their families and coaches have toiled for more than a decade or more to get to this level. They bring glory to Sri Lanka. We wanted to honour them, celebrate them, and wish them success. Our Women. Our World Cup.’

The event not only celebrated athletic excellence but also stood as a testament to the growing recognition of women’s sports in Sri Lanka. Through the collaboration, LOVI Ceylon underscored its commitment to amplifying national moments and representing Sri Lankan heritage on global stages.

‘I am grateful to Sri Lanka Cricket for this opportunity and the truly amazing event partners Ramani Fernando Salons, Dimitri Cruz Photography, Impress Events, Events by Shero and Cinnamon Grand Hotel for their support and magic,’ Asanka added.

The atmosphere of unity and pride echoed throughout the evening, reinforcing the collective aspiration of the nation behind the women representing Sri Lanka on the international stage.

As Sri Lanka prepares to co-host the prestigious ICC Women’s World Cup, this gesture by LOVI Ceylon and its partners sets a powerful tone of encouragement and national solidarity.

LOVI Ceylon, based in Colombo, is a contemporary Sri Lankan fashion brand founded by Asanka de Mel. Dedicated to defining a modern Sri Lankan identity through design, LOVI offers handcrafted garments using natural materials. Each creation is a celebration of cultural heritage, artistry, and innovation, made to empower individuals to wear their pride anywhere in the world.