The Konekt team participated in the Sri Lanka Retail Forum 2026, exploring how AI, customer loyalty, automation and connected experiences are shaping retail.
Key takeaways
- Retail loyalty is evolving from points-based programmes into connected, personalised customer ecosystems.
- AI, big data and phygital journeys are reshaping retail operations and customer experiences.
- Practical, scalable technology is essential for Sri Lanka's diverse retail market.
The Konekt team participated in the Sri Lanka Retail Forum 2026, joining retail leaders, technology experts, entrepreneurs and business decision-makers to explore the next stage of growth for Sri Lanka's retail sector.
Held on 10 September 2026 at the Lumina Ballroom, Cinnamon Life, Colombo, the forum was organised by the Sri Lanka Retailers' Association, with the Ceylon Chamber of Commerce serving as event manager.
Under the theme “Retail Without Boundaries: Building the Next Growth Engine,” the event examined how technology, artificial intelligence, customer experience, loyalty and new business models can help retailers remain competitive in a rapidly evolving market.
Bringing Sri Lanka's Retail Industry Together
The Sri Lanka Retail Forum is an important industry platform for discussing the opportunities and challenges affecting retailers across the country. The 2026 programme brought together perspectives covering:
- economic conditions and retail-sector growth;
- productivity and operational performance;
- customer experience and brand leadership;
- customer loyalty and personalisation;
- artificial intelligence and automated customer service;
- big data and connected customer journeys;
- retail execution and brand modernisation; and
- strategies for sustainable retail expansion.
The event opened with an address by Sri Lanka Retailers' Association President Infiyaz Ali, followed by a chief guest address from Ceylon Chamber of Commerce Chairperson Krishan Balendra.
Soumya Dwibedi, Partner at Deloitte Touche Tohmatsu India LLP, delivered the keynote session on retail as a growth engine, including the regional and global shifts influencing go-to-market strategies and business transformation.
Customer Loyalty Is Becoming a Connected Ecosystem
One of the most relevant sessions for Konekt focused on the future of retail loyalty.
Hansa Wongsiripitack, Senior Vice President of The 1 Central Group, presented a case study on The 1 Loyalty Platform and explored how businesses can transform conventional points-based programmes into long-term customer relationships.
The session highlighted the value of building a 360-degree view of the customer by connecting purchase behaviour, engagement data and interactions across multiple brands and channels.
For Sri Lankan retailers, this represents an important shift. Modern loyalty programmes are no longer limited to issuing points after a transaction. They can help businesses understand customer preferences, deliver personalised rewards, improve retention and maintain consistent engagement across physical stores, ecommerce platforms and mobile applications.
This direction closely aligns with Konekt's work through Karts Loyalty, our omnichannel customer loyalty platform for retailers.
Connecting Physical and Digital Retail Experiences
The “Tech and Future Retail” panel examined how artificial intelligence, big data and phygital customer journeys are transforming retail business models, supply chains and customer interactions.
A connected, or phygital, retail journey combines the convenience and intelligence of digital systems with the experience of visiting a physical store. Examples discussed at the forum included using digital technology to:
- recognise and understand customers across different touchpoints;
- connect in-store purchases with customer loyalty profiles;
- analyse shopping frequency and purchasing behaviour;
- provide personalised and location-relevant promotions;
- improve navigation, convenience and customer service; and
- use customer data to guide retail and merchandising decisions.
The discussion reinforced the importance of integrating systems instead of managing ecommerce, physical stores, loyalty programmes and customer communication as isolated channels.
AI and Automation Can Improve Retail Productivity
Artificial intelligence and automation were central themes throughout the forum.
Clehan Pulle, Group CEO and Co-Founder of Finetech Consultancy, explored AI-enabled customer service, automated call handling, digital support queues and cloud-based solutions that can improve service productivity while reducing operational costs.
For retailers, practical automation opportunities extend beyond customer support. Businesses can automate repetitive processes such as order synchronisation, payment reconciliation, delivery updates, customer notifications and data transfers between ecommerce and accounting platforms.
Konekt is helping retailers address these operational challenges through Karts Automation, including integrations that connect platforms such as Shopify with payment, fulfilment and business-management systems.
Technology Must Support Sri Lanka's Diverse Retail Market
Another important insight from the forum was the continuing strength of small and medium-sized retailers and neighbourhood stores.
Post-event reporting by Daily FT highlighted that modern trade currently represents approximately 18% to 25% of the market, depending on the retail category. Sri Lanka also has approximately 220,000 retail outlets, making accessibility and convenience important influences on customer behaviour.
This means retail technology in Sri Lanka must be practical, accessible and scalable, rather than designed exclusively for large enterprises.
Cloud platforms, ecommerce integrations, mobile applications, customer loyalty systems and automation can help retailers of different sizes modernise without replacing every existing process at once.
What the Forum Means for Konekt
Participating in the Sri Lanka Retail Forum 2026 gave the Konekt team an opportunity to engage with the challenges, priorities and future direction of the country's retail industry.
The discussions reinforced several principles that guide our retail technology solutions:
- customer loyalty should work across online and physical channels;
- retailers need connected customer data to deliver relevant experiences;
- mobile commerce must complement existing ecommerce operations;
- automation should reduce manual work and operational errors;
- technology must be scalable and suitable for Sri Lankan businesses; and
- digital transformation should produce measurable improvements in customer experience and productivity.
Through solutions such as Karts Loyalty, Karts Delivery and Karts Automation, Konekt continues to help retailers connect their channels, strengthen customer relationships and simplify retail operations.
Supporting the Next Growth Engine of Sri Lankan Retail
The Sri Lanka Retail Forum 2026 demonstrated that the future of retail will be shaped by businesses that successfully combine human relationships with data, technology and continuous innovation.
As the sector moves towards more connected and personalised experiences, Konekt looks forward to collaborating with Sri Lankan retailers seeking practical ways to introduce loyalty, mobile commerce, automation and integrated digital experiences.
Looking to modernise your retail business? Contact Konekt to discuss a scalable retail technology solution designed around your customers and operations.
Frequently asked questions
What was the Sri Lanka Retail Forum 2026?
The Sri Lanka Retail Forum 2026 was an industry event organised by the Sri Lanka Retailers' Association, with the Ceylon Chamber of Commerce as event manager. It brought together retail leaders and experts to discuss growth, productivity, customer experience, loyalty, artificial intelligence and retail technology.
When and where was the Sri Lanka Retail Forum 2026 held?
The forum was held on 10 September 2026, from 8:45 a.m. to 4:30 p.m., at the Lumina Ballroom, Cinnamon Life, Colombo.
What was the theme of the Sri Lanka Retail Forum 2026?
The theme was “Retail Without Boundaries: Building the Next Growth Engine.”
How does Konekt support Sri Lankan retailers?
Konekt provides retail technology solutions for omnichannel loyalty, ecommerce integration, delivery management and retail process automation through the Karts product suite.
