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Neeta Lachmandas

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Heads the Institute of Service Excellence @ Singapore Management University. Leads the Institute in driving forward its mission to raise service levels in Singapore through three key areas of focus: benchmarking and comparative analysis using customer satisfaction data analytics, research and thought leadership, and industry engagement. Key research projects include the Customer Satisfaction Index of Singapore (CSISG) where companies in over 15 industry sub sectors (tourism, finance, retail , F&B, telco, healthcare and transport) are measured on service excellence, customer centricity and customer loyalty metrics. Recognising the need for SME’s to be able to acquire consumer intelligence through a digitalised cost-effective platform, led the development of the SME Consumer Analytics Platform with Enterprise Singapore. This was a Software as Service Customer Satisfaction and Consumer Insights dashboard for SMEs. Also focused on the professionalising of service-based careers through the development of a suite of training programmes, certifications, and diplomas. This currently includes 18 modules focused on Customer Experience Design, Design Thinking, Consumer Psychology and Loyalty, Service Digitisation, Service Leadership and Change Management. Prior to joining Singapore Management University, was Assistant Chief Executive at the Singapore Tourism Board (STB). At STB, lead efforts in building service excellence and productivity in the tourism industry, tourism labour policy, strengthening Singapore’s position as a premier business and Meetings, Incentive Travel, Conventions and Exhibitions (MICE) destination and increasing Singapore’s share of medical tourism and private educational tourism. Over 20 years of working experience in the areas of marketing, communications, account management and business development, in companies such as Leo Burnett(S) Pte Ltd, Northwest Airlines Inc. and the Media Corporation of Singapore. Boards/ Memberships TMIS Board Director Shatec Board Director Nanyang Polytechnic School Advisory Committee Republic Polytechnic School Advisory Committees Business Events Asia Advisory Board ESG Services Standards Committee

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