About Neeta
About Neeta Lachmandas-Sakellariou
Neeta Lachmandas‑Sakellariou – Global Leader in Service Excellence & Digital Transformation
With a career spanning over 25 years, Neeta Lachmandas‑Sakellariou has been at the forefront of helping businesses foster remarkable customer experiences, service transformation strategies, organisational excellence, and change management.
She is the author of Stay Relevant to Stay Profitable (World Scientific Publishing), a book designed to help practitioners navigate the complex challenges of service and digital transformation.
Neeta’s expertise spans three pivotal domains:
● Customer satisfaction and loyalty
● Leadership and organisational culture
● Capability development and professional training
As Executive Director at the Institute of Service Excellence, Singapore Management University, Neeta spearheaded major initiatives including the Customer Satisfaction Index of Singapore (CSISG)—one of the nation’s largest consumer research projects covering over 20 industry sectors such as tourism, finance, retail, F&B, telco, healthcare, and transport. She also led the creation of the SME Consumer Analytics Platform, a cost‑effective SaaS dashboard providing SMEs with digital consumer insights.
Her leadership extended to professionalising service‑based careers through training programmes, certifications, and diplomas in Design Thinking, Consumer Psychology, Loyalty, Leadership, Emotional Intelligence, Communication, and Change Management.
In her role as Assistant Chief Executive at the Singapore Tourism Board (STB), Neeta drove initiatives in service excellence, productivity, tourism labour development, and industry growth. She strengthened Singapore’s position as a premier MICE destination, expanded the medical tourism and private education sectors, and contributed to the growth of the cruise industry.
Neeta is a sought‑after speaker on transformational leadership, service excellence, managing people, and staying relevant in times of volatility and change.
Credentials & Advisory Roles
● Law degree, National University of Singapore
● Advanced Management Programme, INSEAD
● Certified in Design Thinking Facilitation, DISC Profiling, and Neuro‑based Leadership Foundations
Advisory positions with Marina Bay Sands Client Advisory Council, Nanyang Polytechnic School of Business, Republic Polytechnic School of Hospitality, and Shatec Board of Directors
