Chen Yongchang is Head of Research and Consulting at the Institute of Service Excellence at Singapore Management University.
Yongchang has worked for ISE since 2014, and has consistently contributed to ISE’s research arm with his passion for understanding and deriving strategic insights from research data across a wide range of industries. As Head of Research and Consulting, Yongchang provides leadership to the ISE Research and Consulting team through oversight on research design, insights and analytics of all ISE research projects and initiatives.
Yongchang holds a Masters of Science in Applied Economics from the School of Economics and a Bachelor of Business Management for the Lee Kong Chian School of Business from Singapore Management University. Prior to joining ISE, he worked in a research capacity across a range of industries including Banking and Healthcare. He specialises in customer advocacy metrics and predictive analysis for strategic decision-making.