Accra will host the fifth edition of the International Customer Service Summit (ICUSS) on October 2, 2026, bringing together business leaders, policymakers and customer service professionals to discuss the role of workplace culture and customer experience in driving organizational growth.
The summit, organized by Customer Service Africa (CSA), would be held at the La Palm Royal Beach Hotel and will officially open Customer Service Week Ghana and Africa 2026.
Organizers said the event would focus on how institutions can improve customer experience and build service-oriented cultures amid rapid technological change and increasing adoption of artificial intelligence.
The theme for this year’s summit is “Beyond Technology: Why Culture and Attitude Decide AI ROI.”
Madam Priscilla M. Wellington, Founder and Chief Executive Officer of Customer Service Africa, said the summit had evolved into a key platform for advancing service excellence across the continent.
“This anniversary is not about celebrating our past, but about arming Africa’s leaders for the future,” Madam Wellington said in a statement.
“We have spent five years proving that culture dictates performance. In 2026, we are taking that proof to the boardroom, exploring how the human element of service is the only sustainable advantage in a rapidly automating world.”
According to the organizers, ICUSS has over the past five years brought together senior executives, policymakers and practitioners to share ideas and strategies for improving service delivery and organizational performance.
This year’s edition would feature a Chief Executive Officers’ Perspectives Panel and the Customer-Centric Leadership Recognition ceremony, which honours individuals and institutions championing customer-focused leadership.
Customer Service Africa said delegates would gain practical insights, networking opportunities and frameworks designed to help organizations strengthen customer relationships and improve business outcomes.
Madam Wellington also acknowledged the contributions of the event’s sponsors and partners, describing their support as a reflection of the growing importance of service excellence across sectors.
The sponsors and partners include iSERD, La Palm Royal Beach Hotel, GUBa, Green Trek Tours, Afrimass, Repute-Burson, Soul Impact, Sazian Specialist Clinic, Ellaven Consult, among others.
“These organisations have demonstrated outstanding support for the Customer Service Summit.
“Their partnership reflects a strong understanding that excellent customer service is essential for building trust, loyalty and sustainable growth across every sector,” Madam Wellington said.
The summit is expected to attract industry leaders, professionals and policymakers from across Africa to explore emerging trends, share best practices and promote a customer-first culture.
GNA
