Independent · Practitioner-led · Vendor-free
Tools, training and expertise for customer professionals.
Diagnostics, tools, training, benchmarking and live expert access — built by practitioners to raise the standard of customer service, contact centres and CX. Wherever you do the work.
- 50+Tools & resources
- 17Calculators
- 8Specialist hubs
- 50+hrs/yrLive expert sessions
- 100%Vendor-independent
Trusted by teams across the public and private sector
The whole profession
Customers don’t operate in silos. Neither do we.
Customers don’t think about how you’re organised inside — they reach you online, by phone and in person, and judge the whole experience. Real improvement means working across every domain, not perfecting one channel in isolation.
So ACXPA spans them all — customer service, contact centres, CX, workforce planning, complaints, coaching and training — with practitioner-built tools and resources for the whole profession, wherever in the world you work.
- Customer Service Frameworks, response templates, induction checklists and training to lift consistency across any service team.
- Call Centre The complete operational toolkit — standards, benchmarking, WFM, coaching, complaints and templates.
- CX Diagnostics, journey mapping, measurement and ROI frameworks built for the discipline.
- Workforce Planning Purpose-built tools to forecast staffing, model service levels, calculate shrinkage and turnover cost.
- Complaints Handling Frameworks, escalation guides, logging systems and frontline cheat sheets — handle complaints fairly and defensibly.
- Coaching & Performance Coaching frameworks, goal-setting templates and performance tools built for team leaders.
- Training & Onboarding Self-paced courses, facilitator guides, learner workbooks, quizzes — plus 25% off live training.
- Benchmarking Independent benchmarking and QA tools assessed against published CX standards.
Why we exist
Customer service advice is everywhere. Independence is rare.
Most organisations are trying to improve service and CX in an environment full of vendor bias, lead-gen webinars dressed up as education, and shallow “best practice” that never survives contact with a real operation. We took a different approach — and the tools, frameworks and advice apply just as well to customer professionals anywhere in the world.
The typical platform
- Revenue comes from sponsors, conferences and pay-to-play awards — so sponsors come first
- “Member benefits” mostly amount to a discount on the next event
- The headline speaker is a vendor, and the “session” is a lead funnel
- Your contact details become a vendor’s sales pipeline
- Few practical tools you can actually use immediately
ACXPA
- Funded by members — so members come first, always
- Membership is a full platform of tools, diagnostics, training and live access you use year-round
- Sessions are practitioner-led — run by people who’ve done the work, with nothing to sell you
- You’re always in control of what you receive — granular email preferences, and we never sell or share your details
- Tools you can pick up and use immediately — built for real operations
Live & on-demand
Learn from people who’ve actually done the work.
Live roundtables, regular Q&A with the CEO, a short-form video library, two podcasts and a growing reference library — the latest sessions free to everyone, with full searchable archives for members.
Roundtables
CX Roundtables
Monthly live panels with senior CX practitioners. The latest is free for everyone; the full archive — transcripts, key moments, summaries — is for members.
Roundtables
Contact Centre Roundtables
Monthly live panels with contact centre leaders on operations, people and technology. Latest free; full searchable archive for members.
Live Q&A
Open Mic with the CEO
Regular live sessions with ACXPA CEO Justin Tippett — bring a real problem from your operation and get direct, unfiltered advice. A practitioner on tap, not a help desk.
On-demand
Member Bytes
Short, focused expert sessions — each built around a single idea, tool or decision you can act on right away. Watch a free sample; members get the full library with searchable transcripts.
Podcast
The Customer Verdict
ACXPA CEO Justin Tippett on CX, contact centres, AI and technology — direct and unfiltered. Free to listen; members unlock transcripts and key moments.
Podcast
Customer Matters
Interview-based episodes with practitioners sharing real-world insights and lessons. Free to listen; members unlock transcripts and key moments.
Reference
Article library
A growing library of practitioner-written articles across customer service, CX, contact centres, employee experience and digital CX. Filterable by category.
Reference
Industry glossary
A growing reference of CX, customer service and contact centre terminology — many entries with embedded calculators and downloadable templates.
Standards, applied 🇦🇺 Australia
Our methods aren’t theoretical.
Every month, the Australian Call Centre Rankings benchmark real customer interactions across more than seven sectors — banking, energy, insurance, telco, councils, aged care and more — assessed against published CX standards. It’s the most comprehensive independent benchmark of its kind, and it’s how we keep our standards honest: measured in the real world, on everyone, and used to recognise the teams genuinely doing it well.
Independent benchmarking is currently Australian. The standards and tools behind it are built for everyone.
Membership
Choose your membership.
Start free to look around, join as an individual, or equip your whole team.
Free subscriber
$0
Sample the platform — no card required.
- Free tools, calculators & diagnostics
- Latest roundtable & podcast episodes
- Article library & glossary
Individual
$197/year · AUD, ex GST
Under $17/month. Your complete personal toolkit.
- Tools, calculators & diagnostics across all 8 hubs
- 50+ hours of live expert access a year
- Courses, certificates & 25% off live training
- Searchable archives, Member Bytes & directories
Recommended
Business
From $497/year · team of 5 · AUD, ex GST
Everything on the platform for your whole team — real individual logins from $99 each.
- Everything in Individual, for every team member
- Business-only QA tools, facilitator packs & team coaching
- A real individual login for each person
- Team dashboard & free onboarding
- 10% off ACXPA benchmarking & QA services
Raise your standard.
Independent tools, training and expert access — built for customer professionals, wherever you work.
