nichelogo-hdr

Transforming Public Service Delivery for Improved Citizen Experience

Nigeria’s inaugural national conference dedicated to advancing citizen-centered public service delivery.

Join government leaders, regulators, development partners, technology providers, public sector professionals, and experience management experts as we shape the future of service delivery in Nigeria.

October 13–14, 2026

Abuja Continental Hotel, Abuja

Registration Starts Soon
NNPSEC-logo

About the Conference

Nigerian National Public Service Experience Conference 2026 (NNPSEC 2026)

The Nigerian National Public Service Experience Conference (NNPSEC) 2026 is a national platform designed to strengthen collaboration between the public and private sectors in improving how citizens experience government services.

As Nigeria continues its public sector reform journey, delivering efficient, transparent, accessible, and citizen-focused services has become more important than ever. NNPSEC brings together key stakeholders to discuss practical strategies, innovative solutions, and measurable approaches for improving public service delivery across Ministries, Departments, and Agencies (MDAs).

This inaugural edition is convened by Niche Customer Experience Consulting Firm in partnership with the Bureau of Public Service Reforms (BPSR).

Why Attend

NNPSEC 2026 will provide participants with opportunities to:
Explore practical strategies for improving citizen experience across public services
Learn global and local best practices in public service transformation

Engage directly with senior government officials and policy makers

Discover innovative technologies supporting public sector service delivery

Network with leaders across government, private sector, academia and development organisations

Contribute to conversations shaping Nigeria’s Citizen Experience Measurement Framework

Conference Theme

Transforming Public Service Delivery for Improved Citizen Experience

The conference will explore how government institutions can improve service standards, strengthen accountability, embrace technology, enhance complaint management, and build a culture of service excellence.

Event Structure

NNPSEC 2026 is a two-day engagement designed to move from stakeholder dialogue to national collaboration.

Day 1

Government Stakeholder Roundtable

A focused government engagement bringing together key public institutions to discuss current service delivery realities, identify challenges, and contribute towards a practical citizen experience measurement framework.

Day 2

National Public Service Experience Conference

A high-impact conference featuring keynote addresses, thought leadership presentations, panel discussions, showcases, and collaborative conversations between government, private sector leaders, regulators, development partners and experience professionals.

Who Should Attend

NNPSEC 2026 will provide participants with opportunities to:

Regulatory Institutions

Consumer Protection Agencies

Government Regulators

Public Sector Oversight Bodies

Government

Permanent Secretaries

Directors

Heads of Service Delivery Units

Reform and Performance Management Officers

SERVICOM Officers

Digital Transformation Teams

Policy Makers

Private Sector

Banking Leaders

Telecommunications Executives

Technology Companies

Digital Transformation Providers

FinTech Leaders

Healthcare Organisations

Development and Civil Society

Development Partners

International Organisations

NGOs

Civil Society Organisations

Academia

Media

Experience Professionals

Customer Experience Leaders

Service Design Professionals

Public Sector Consultants

Researchers

Innovation Leaders

Expected Outcomes

NNPSEC 2026 aims to:
  • Strengthen national conversations around citizen-centered public service delivery
  • Foster stronger collaboration between public and private sector stakeholders
  • Promote measurable approaches to improving public service performance
  • Advance the development of a national Citizen Experience Measurement Framework
  • Encourage continuous improvement across public service institutions
  • Build momentum towards long-term public service transformation

About the Organisers

logo
Niche Customer Experience Consulting Firm

Founded in 2015, Niche Customer Experience Consulting Firm is Nigeria’s first boutique Customer Experience Management consultancy, helping organisations improve customer, employee, product and brand experiences through strategy, research, learning and transformation.

Over the past decade, Niche has:

Delivered 85+ Customer Experience transformation projects

Served organisations across 11+ industries

Trained 20,500+ professionals across Africa

Worked with 35+ corporate clients

Convened the CX Africa Summit, one of Africa’s leading customer experience conferences

BUREAU OF PUBLIC SERVICE REFORMS

The Bureau of Public Service Reforms is Nigeria’s leading government institution responsible for driving reforms that promote efficient, transparent, accountable and citizen-focused public service delivery.

Download 2025 State of CX in Africa Report

CX-State-Africa-2025

State of CX in Africa Report out now

Click on the button below to download it.
Download Report

SPEAKER/PANELIST PROFILE

Matthias Mogaji

CX Strategist, MTN Nigeria

Mathias Mogaji is a seasoned CX strategist with nearly a decade of experience across telecom, banking, and fintech. At MTN Nigeria, he leads the Closed-Loop Feedback function, transforming Voice of Customer insights into business decisions that exceed NPS targets. A certified Scrum Master, Mathias specializes in CX analytics, AI-powered feedback, and agile delivery, bridging strategy and execution to embed customer-centricity across operations.

SPEAKER/PANELIST PROFILE

Oluwatobi Kola-Sodipo

Founder, P31 Experience & Sandsiv Partner

Oluwatobi KS is a CX Academy-certified consultant and founder of P31 Experience. With global experience in hospitality and finance, she helps African businesses deliver people-first service. She’s the Nigerian partner for Sandsiv and a consultant at The Funke O Company, driving CX strategy, staff development, and guest experience transformation across industries.

SPEAKER/PANELIST PROFILE

Ivy Ikpeme-Mbakwem

Vice president,i-academy & CX LEAD Heirs Technologies

Ivy is VP of i-Academy and CX Lead at Heirs Technologies with 20+ years of experience across telecom, banking, capital markets, and tech. A certified trainer, ISO 9001 Lead Implementer, and John Maxwell Coach, she leads CX strategy, digital transformation, and user adoption. She’s also the author of A Bouquet From the Flames and a WimBiz mentor.

SPEAKER/PANELIST PROFILE

Virginie Nowak

Group chief, CX Officer- Access bank plc

Virginie is Group Chief Customer Experience Officer at Access Bank PLC, leading CX integration across African and global subsidiaries. With over 20 years’ experience across Europe, Asia, the US, and Nigeria, she is a certified CX expert known for delivering seamless, tech-enabled customer experiences. Her expertise spans luxury to mass-market segments, front and back-office operations, and setting CX visions in complex, multinational environments.

SPEAKER/PANELIST PROFILE

Oremeyi Akah

Chief Customer Officer, Interswitch

Oremeyi Akah is Chief Customer Success Officer at Interswitch, with over 20 years of experience in fintech, payments, and CX strategy across Africa. She leads customer experience transformation across multiple countries and is a board member of SHECAN Nigeria, co-founder of AfricanBuild Africa, and a certified e-payment trainer with an MBA from the University of Cambridge.

SPEAKER/PANELIST PROFILE

Adeyinka Adedokun

Managing Director & CEO, Avetium Consult Limited

Adeyinka Adedokun is the Founder and CEO of Avetium Consult, a leading business tech and outsourcing firm serving 200+ clients across Africa. With 30 years’ experience, including 14 at MTN Nigeria, he led major CX transformations. A PRINCE2-certified project manager with an MBA, he’s a key voice in Africa’s customer experience and digital evolution

SPEAKER/PANELIST PROFILE

onome deBBie akwara

Founder and Partner, Pan Africa Operations, Niche CX Consulting Firm

deBBie is an organizational transformation leader with 20+ years in experience management across multiple sectors. A Certified Management Consultant and XMP (Qualtrics XM Institute,USA), she’s a globally sought-after speaker, 5-time author, 3-time Global CX Playbook contributor, and 5-time Top 100 global thought leader in CX and beyond.

SPEAKER/PANELIST PROFILE

Simisola Osinuga

Managing Partner, Nigeria
Niche CX Consulting Firm

Simisola is the Managing Partner, Nigeria at Niche Customer Experience Consulting. With 28+ years in CX leadership across banking, payments, and retail, she’s a former GTBank executive, founder of CXExplore Consult, and board member at NICXI. Simisola brings global expertise, backed by executive training from Disney and Michigan Ross, driving innovation and customer success.

SPEAKER/PANELIST PROFILE

Paul Ehiagbonare

CHIEF DIGITAL OFFICER, ACCION MFB

Paul Ehiagbonare is a leader in Digital Transformation and Customer Experience. With 18+ years across telecoms, banking, fintech, and energy, he has driven innovation at 9PSB, Ikeja Electric, 9mobile, and Globacom. Paul holds an MBA, a Master’s in IT, and certifications from MIT, among others. He’s a multi-award-winning innovator shaping Africa’s digital future.