About ACXPA
Australia’s independent, practitioner-led association for customer service, CX & contact centres
ACXPA exists to raise the standard of customer service and experience — across contact centres, digital service, and in-person teams. We’re proudly independent and practitioner-led, focused on practical tools, benchmarks, learning, and community support that helps professionals and organisations improve real outcomes.
While our work is grounded in the Australian context, the standards, frameworks, and insights we develop are designed to be relevant wherever service and customer experience matter.
What is ACXPA?
ACXPA is the Australian Customer Experience Professionals Association — an independent, practitioner-led body supporting people responsible for customer service, CX, and contact centre outcomes across organisations of all sizes.
We bring together business owners, leaders, and specialists — from small business owners and frontline managers to CX practitioners, workforce planning professionals, and solution providers — and equip them with practical tools, training, insights, and peer connection.
Whether you’re running a small team, wearing multiple hats in a growing business, accountable for enterprise-wide experience strategy, or building technology that supports customer interactions, ACXPA exists to help you improve service and experience outcomes — with less noise and more substance.
Why We Exist
Service and customer experience are at a pivotal point — and too many teams are still fighting the same issues year after year:
- Enduring misconceptions: Contact centres and service teams are still undervalued, with outdated views that ignore their real impact on customers, cost, and reputation.
- Fragmented support: From small teams to large operations, people responsible for customer outcomes often lack clear, practical guidance and development pathways.
- Disconnected customer journeys: Voice, digital, and in-person service are still treated as separate worlds. Customers experience one journey — and teams need a joined-up approach to match it.
- Technology without clarity: New tools — including AI — are being adopted faster than organisations understand their impact. Too often, automation is mistaken for improvement, and customer experience initiatives are pursued without a clear link to value, trust, or outcomes.
- Noise over substance: The loudest voices are often commercial — promoting trends, untested ideas, or shallow awards over meaningful, measurable improvement.
ACXPA exists to shift the centre of gravity back to what works. We’re independent and practitioner-led — focused on practical tools, benchmarks, training, and community support that helps owners, leaders, and teams lift service and experience outcomes.
How We’re Different
ACXPA exists to improve how customer service and experience are led and supported — with clearer standards, better judgement, and fewer commercial distractions.
Grounded in real accountability
Our perspective is shaped by people who have been accountable for service performance — leading teams, managing customers, and dealing with the real trade-offs that come with cost, quality, and capability.
Standards before slogans
We focus on shared standards, benchmarks, and frameworks that create consistency and comparability — rather than catchy ideas that sound good but don’t hold up in practice.
Independent governance
ACXPA is structured to operate without vendor control or outcome-based sponsorship. That independence protects credibility and allows us to take positions based on evidence, not commercial convenience.
Designed to improve decision quality
Whether teams are assessing service models, improving experience, or adopting new tools, our role is to support clearer, better-informed decisions — not to push trends or prescribe one-size-fits-all answers.
Our Journey
ACXPA officially launched in 2022 — but the work behind it began long before that. It represents more than a decade of building independent platforms, connecting people responsible for customer outcomes, and developing practical resources grounded in real operational experience.
Since 2011, under the leadership of Justin Tippett, the focus has been consistent: helping service and contact centre leaders make better decisions through clearer insight, stronger benchmarks, and shared learning.
From early community-led initiatives to national benchmarking, rankings, and standards, every step has been guided by the same belief — that customer service and experience matter, and that the people responsible for delivering them deserve credible tools, informed guidance, and a stronger collective voice.
Discover our full history →
What We Offer
ACXPA provides practical frameworks, standards, and assessment tools that help organisations understand where they are today — and what to improve next — supported by training, insight, and community.
Frameworks & Standards
Practitioner-built frameworks including complaints handling, contact centre CX standards, and service governance models that give teams a clear, shared foundation to work from.
Maturity & Diagnostic Tools
Structured maturity assessments and diagnostic tools that help organisations assess capability, identify gaps, and prioritise improvement across service, CX, and contact centre operations.
Benchmarking & Rankings
Independent benchmarking data and national rankings that provide context, comparability, and insight — not vanity metrics — to support informed decision-making.
Tools & Operational Resources
Practical tools including the WFM Hub, calculators, templates, and planning resources designed to support better operational decisions and day-to-day execution.
Training & Capability Building
Live and self-paced training designed to build practical capability across customer service, CX, and contact centre roles — with selected courses aligned to ACXPA frameworks and standards where appropriate.
Insight, Discussion & Community
Articles, roundtables, private groups, and peer discussion that test ideas, share experience, and help teams learn from others facing similar challenges.
Want to see how these frameworks, tools, and assessments fit together?
Explore ACXPA ResourcesLooking Ahead
ACXPA was created to lift standards and improve decision-making across customer service, CX, and contact centre operations — and that focus remains unchanged.
Our priority is depth, not noise. We’re continuing to invest in clearer standards, stronger frameworks, and more rigorous assessment tools that help organisations understand maturity, identify gaps, and improve with intent.
- Deeper frameworks and standards: Expanding and refining practical standards across customer service, complaints handling, CX, and contact centre operations.
- More robust diagnostics: Advancing maturity assessments and benchmarking tools that support clearer evaluation and prioritisation.
- Stronger capability pathways: Better linking tools, training, and insight so improvement efforts are sustained — not one-off.
