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Videos


ISE Corporate Video
A look into how the service sector has changed in the last 10 years and what leaders of service sector companies are thinking about current challenges and opportunities.


SMU A-Z Research Video: Service Excellence

Ms Neeta Lachmandas and Mr Chen Yongchang share how ISE has helped to shape the service landscape in Singapore by benchmarking and measuring customer satisfaction with the Customer Satisfaction Index of Singapore (CSISG), cutting across 8 sectors and 28 sub-sectors of the services industry of Singapore.


2017 ISE Essay Competition
In July 2017, ISE launched its inaugural Undergraduate Essay Competition to commemorate its 10th anniversary. The competition invited undergraduate students from all Singapore-based universities to discuss issues related to technology, culture or talent through an opinion piece. Here’s what some of the finalists had to say.


Memorable Customer Experiences
A short introduction to some of the founders of small local businesses who share a personal account of a memorable customer experience that defines what service excellence means to them.


Improving service quality through innovation
A case study about Suntec Singapore's drive to improve productivity by outsourcing dishwashing duties. The initial success of the project led its CEO Mr Arun Madhok to seek other process innovations that would help improve Suntec’s competitive position.


Redesigning service to enhance the customer experience
A case study about how Suntec Singapore shifted its focus to food quality as a differentiating factor in the MICE industry and overhauled all food-related processes.

Last updated on 16 Nov 2017 .