Associate Professor Annie Koh
Dean, Office of Executive and Professional Education, Singapore Management University
Associate Dean, Lee Kong Chian School of Business
Associate Professor of Finance
Panel Topic Synopsis
Stepping Across The Dotted Line: Brand Consistency Through Service Delivery In A Culturally Diverse World
In our rapidly evolving world where the customer is king, a high standard of consistent service delivery can prove to be your winning hand. Service has become commoditised – it is now expected as part of the product offering rather than a considered bonus. Service quality however, is dependent on people and it is extremely difficult to get right. Getting your service level right in a new market that is culturally diverse and operates along a differing scale of societal norms is an even more monumental task. Brand consistency depends largely on service delivery at every customer touch point.
Biography
Annie Koh is Associate Professor of Finance and Dean of Office of Executive and Professional Education at the Singapore Management University. She is also concurrently the Associate Dean of the Lee Kong Chian School of Business and Academic Director, International Trading Institute@SMU.
Prior to joining the academia, she was a treasury manager at DBS Bank. She received her PhD in International Finance from New York University (Stern School of Business) in 1988 where she was a Fulbright scholar.
She has extensive experience in consulting and executive teaching. The organisations that she has consulted and taught for include ABN AMRO, Allianz, Bank Dagang Negara, Bank EXIM, Bank of Indonesia, Bank Rakyat Indonesia, Cultor (Finland), Citibank, Credit Suisse, DBS, EDB, Firefly, FujiXerox, IE Singapore, Intercontinental Hotels Group, IBM, ING, Johnson & Johnson, KBC, KK Women’s and Children’s Hospital, Maybank, Morgan-Stanley, MSIG, National Healthcare Group, Nokia, NOL Group, Singapore Airlines, Singapore Government Investment Corporation, SingHealth Group, SingTel Group, SMRT, ST Group, Sun International(Mauritius), Swiss Re, The Association of Private Hospitals (Malaysia), UBS, UOB, VISA, World Gold Council.
Her articles have appeared in The Review of Future Markets, SIMEX Papers, Pulses, IE Singapore’s book on Financing Internationalisation – Growth Strategies for Successful Companies and others. Her current research interests are in Family Office and Family Business Research, Reits, Investor Behaviour, alternate investments, corporate risk management. She sits on the board of the Luxasia Advisory Panel, FICS, Asian Bond Fund 2 Supervisory Committee, iN2015 Enterprise Development Sub-Committee, SI 100 Ranking Steering Committee, Global Finance Forum Advisory Board (Swiss Foundation) as well as FWA Singapore Advisory Board.
