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International Customer Service Summit 2026

ICUSS 2026 Customer-Centric Leadership Recognition

A customer-centric leader is someone whose decisions consistently prioritize the customer's outcome over the organization's convenience and whose team can prove it without the leader being in the room.

Who Is Africa's Most Customer-Centric Leader?

Public nominations are now open for the ICUSS 2026 Customer-Centric Leadership Recognition, honouring the executive who proves that attitude, not just technology, drives customer experience.

Positioning Statement

This is not a popularity contest. The ICUSS Customer-Centric Leader Recognition uses a hybrid model: 60% expert panel evaluation against the Behaviour Observation Index (BOI)—the same instrument Customer Service Africa uses to audit institutions across the continent—and 40% public vote. Winners are announced live at the 5th Anniversary Edition of the International Customer Service Summit, October 2, 2026, at La Palm Royal Beach Hotel, Accra, under this year's theme: Beyond Technology: Why Culture and Attitude Decide AI ROI and Customer Experience.

Sectors

Finance · Energy · Hospitality · Insurance · Health · Aviation · Technology

One sector winner is recognized in each category. One overall Customer-Centric Leader is crowned live at ICUSS 2026.

Public vote

Current nominees

2 nominees · 0 votes

#1 0 votes

Cynthia Dzifa Koomson

Founder & Miracle Steps International Foundation | Registered Nurse | Maternal Health Advocate

Miracle Steps International Foundation

Maternal and newborn health support

Cynthia Dzifa Koomson deserves this nomination because she puts the needs, dignity, and experience of mothers at the centre of her work. As a Registered Nurse, maternal health advocate, and Founder of Miracle Steps International Foundation, she listens to the real challenges women face during pregnancy and responds with practical support. Through maternal health education, pregnancy essentials support, and breech birth awareness, she works directly with mothers and communities to ensure that women feel informed, prepared, respected, and supported. Her approach is built on listening, compassion, accessibility, and responding to genuine needs rather than simply providing a service. Her customer-centric leadership is reflected in her commitment to improving the experience and wellbeing of every mother she serves.

#1 0 votes

Mr Kwabena Otuo-Achampong

Director of Operations

Mensvic Hotel Ltd

Exceptional care and attention given to both internal and external customers

He is currently the best giving service excellence back to back. Words will not do justice. A great leader as such.