Dialog Axiata PLC is Sri Lanka’s flagship telecommunications service provider and the largest mobile network in the country. The Customer Experience Training Academy (CETA) of Dialog Axiata PLC was established in the year 2001 and has trained over 15,000 people across the organization on products, services, systems, processes and essential soft skills for managing customers and employees. Following the expertise gained and maturity of the unit over the last several years the academy will expand to go public and carryout training programmes for other external individuals and enterprises. CETA is a City & Guilds Approved Center, which allows us to conduct the C&G progammes on Teaching, Training & Assessing and also on Customer Service, further CETA is also an accredited center for British Computer Society (BCS) where we carry out courses on UX, Agile, Business Analysis & AI. A variety of the accreditations and courses are offered by the CETA for the learner pick from to grow and enhance their carrier. The CETA believes that continuous professional development will open doors for better opportunities and provide the experience required to uncover an individual’s true potential. The expansion of the CETA as an external academy is a step in the journey towards reaching service excellence and establishing Dialog as the front runner in Sri Lanka and across Axiata in the Customer Experience management discipline.