“For us, a holistic customer experience means going beyond transactions to truly empower our customers in their daily lives”

Q: Against the backdrop of economic challenges and ever-changing market dynamics, how should organisations mitigate high costs while delivering value to customers?

A: With the ongoing economic uncertainties, it is critical for us to stay true to our mission of enhancing vision and empowering lives by making high quality eyewear and hearing aids accessible to everyone.

At Vision Care, we understand the challenges people face in today’s financial climate, which is why we focus on cost efficiencies without compromising on the quality of our offerings.

Our approach ensures that customers can continue to access the spectacles, eyewear and hearing aids they need to live full and independent lives without the burden of inflated costs. Our commitment is to deliver value that is both affordable and transformative.

Harsha Maduranga
General Manager

Q: The need to provide holistic customer experiences is rapidly gaining importance. What is your interpretation of this?

A: For us, a holistic customer experience means going beyond transactions to truly empower our customers in their daily lives.

Our vision – ‘Enhance Vision, Empower Life’ – guides us to offer a comprehensive approach that includes personal consultations, precision in spectacle and hearing aid fittings, and continued post-purchase support.

At Vision Care, our goal is not just to help customers see or hear better – it’s to enable our customers to live their lives with greater confidence and independence, knowing that their vision and hearing health are in capable hands.

Q: Why should customer excellence always be a priority? And how does your organisation ensure this?

A: Customer excellence is at the heart of our purpose at Vision Care. We believe that excellence in service is what enables us to empower our customers with clear vision and sound hearing so that they can live with confidence.

We prioritise this by training our team to be attentive, knowledgeable and empathetic. Additionally, we also place great emphasis on continuously gathering feedback and refining our services, so that each customer’s experience reflects the high standards of quality and care they deserve. Excellence for us is about supporting our customers’ lives in a meaningful way.

Q: How does your organisation harness the power of data and analytics to elevate customer experiences?

A: We utilise tools such as the Google Cloud console and BigQuery to analyse consumer behaviour and uncover meaningful patterns. These insights help us refine and personalise every step of the customer journey.

This is not a onetime effort but an ongoing process of improvement. We are continually investing in data driven strategies to enhance the customer journey, ensuring every interaction is precise, responsive and tailored to individual needs.

Our commitment to innovation and refinement allows us to consistently deliver exceptional care and elevate the customer experience.

Q: What are the latest trends and innovations in customer excellence in your sector?

A: The integration of AI driven technologies is revolutionising customer excellence in our sector. At Vision Care, we are at the forefront of this transformation.

We use advanced AI powered diagnostic and scanning technologies to elevate eye care. When an image of the retina or any internal eye component is captured, sophisticated computer vision algorithms analyse the condition and predict potential diagnoses.

These results are compared in real time with normative datasets and the patient history, providing personalised insights. A qualified optometrist reviews the findings, completes the diagnosis and refers the patient to an ophthalmologist when necessary. This technology has enhanced the speed and accuracy of diagnosing eye related conditions, and ensures timely and effective care.

Beyond diagnostics, we continue to embrace AI for applications like custom fittings, telemedicine consultations and advanced digital hearing aids.

At Vision Care, we are committed to continuously investing in AI driven innovations to remain a leader in eye related diagnostics and deliver unparalleled customer experiences.

Q: And what challenges does your sector face at this time?

A: One of the main challenges in our sector is the reduced disposable income among the Sri Lankan population. The political and economic situation over the past few years has left many with less financial flexibility, greatly affecting the optical and hearing care sectors. Affordability remains a key concern as we strive to make essential services accessible to all.

Another pressing issue is the lack of education and awareness about eye health. Many people do not prioritise regular eye checkups or understand the importance of preventive care. This is especially critical as we see a rise in conditions like myopia and dry eyes among younger populations, largely due to the extensive use of digital screens such as tablets and smartphones.

Educating the public on proactive measures – like managing screen time, using proper lighting and taking regular breaks – can significantly help in protecting their vision and maintaining eye health.

Telephone 7575100  |  Email info@visioncare.lk  |  Website www.visioncare.lk