About Neeta

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.

Customer Experience and Service Transformation 
She is the author of Stay Relevant to Stay Profitable published by 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 costeffective SaaS dashboard providing SMEs with digital consumer insights.

Her leadership has extended to professionalising servicebased careers through training programmes, certifications, and diplomas in Design Thinking, Consumer Psychology, Loyalty, Leadership, Emotional Intelligence, Communication, and Change Management.

Tourism, MICE and Hospitality 

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 soughtafter 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
– Neurobased Leadership Foundations

Board and Advisory 

Neeta has held and continues to hold several board and advisory positions: 

● Marina Bay Sands Client Advisory Council
● Nanyang Polytechnic School of Business
● Republic Polytechnic School of Hospitality
● Shatec Board of Directors
● XM Global Board of Directors
● Nulife Care and Counselling Board of Trustees
● Tourism Management Institute of Singapore