October 8, 2026 · Shell Hall, MUSON Centre, Lagos

2026 Service Excellence Conference

Tech-Enabled. Human-Powered.

The premier gathering of leaders, experts and service professionals exploring how technology and people can work together to transform service delivery across Nigeria and Africa.

9:00 AM Shell Hall, MUSON Centre, Lagos 400 Delegates Keynote - Panels - Lightning Talks Networking & Exhibition

About the Conference

Great service is tech-enabled, but powered by people.

Nigeria sits at the intersection of rapid digital adoption and persistent service gaps. The 2026 Service Excellence Conference explores how organisations can design systems that combine technology with human judgment, empathy and accountability.

Conference Overview

The 2026 Service Excellence Conference convenes leaders and practitioners to explore how technology, people and culture can be aligned to strengthen service delivery and create better customer experiences.

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Objectives

Integrate Tech & People

Show how organisations can combine technology with human capability for smarter service.

Share Practical Insight

Present frameworks, case studies and service transformation lessons for Nigeria's digital economy.

Enable Action

Equip attendees with tools to improve customer experience, operational efficiency and service culture.

Looking Back

About the 2024 Service Excellence Conference

The 2024 edition set the foundation for a stronger national conversation on service as a driver of business growth, institutional credibility, and customer trust.

2024 Theme

Growth Through Service Excellence

The conference brought together leaders, practitioners, and decision-makers to explore how excellent service can improve performance, deepen customer loyalty, and create sustainable organisational growth.

From 2024 to 2026

The 2026 edition builds on that foundation by moving the conversation into the realities of today's digitally connected economy.

Service Excellence 2.0: Tech-Enabled. Human-Powered. focuses on how organisations can use technology to deliver faster, smarter service while preserving the human judgment, empathy, and accountability that define exceptional customer experiences.

Who Should Attend

CEOs, Founders & Business Leaders

Customer Experience & Service Leaders

Operations & Service Delivery Managers

HR, People & Learning Leaders

Technology & Digital Transformation Leaders

Public Sector & Regulated Industry Leaders

Programme

Programme Agenda

9:00 AM 9:30 AM

Arrival | Registration

9:30 AM 9:45 AM

Welcome & Opening Address

9:45 AM 10:30 AM

Keynote Address

10:35 AM 10:55 AM

Lightning Talk 1: The Invisible Layer: How Technology Really Shapes Customer Experience

10:55 AM 11:10 AM

Introducing Axly

11:10 AM 11:30 AM

Interlude | Break

11:30 AM 12:15 PM

Master Class: The Cost of Poor Service

12:15 PM 12:20 PM

Sponsor's Spotlight

12:30 PM 12:50 PM

Lightning Talk 2: Service Excellence Across Generations: Building the Kind of Trust Customers Pass Down

12:50 PM 1:05 PM

Break

1:10 PM 2:30 PM

The Service Excellence Circle: Are We Digitising Service — or Just Digitising Frustration?

2:30 PM 2:45 PM

Closing Remarks | CTA

2:45 PM 4:00 PM

Lunch | Networking | Exhibition

Featured Voices

Speakers

The conference brings together a carefully curated mix of leaders and practitioners shaping how organizations harness technology, people and culture to deliver better service.