🎤 Live Contact Centre Roundtables
Real conversations. Practical insights. Zero sales pitches.
Welcome to ACXPA’s Live Contact Centre Roundtables — a bold new format that brings together Australia’s contact centre professionals for open, unscripted discussions that actually matter.
Each month, our panel of industry leaders tackles the big questions, challenges outdated thinking, and shares frontline lessons from the contact centre floor.
You’ll hear from a balanced mix of experienced practitioners and vendor experts — all focused on what works in the real world, not pushing products.
Whether you’re tuning in live or catching the replay as a member, you’ll walk away with fresh thinking and practical takeaways you can put to work straight away.
Live Contact Centre Roundtables Fast-Facts
Join us on the first Thursday of every month from 14:00–15:00 AEST. No cost. No fluff. Just real contact centre conversations.
Our panels feature a mix of experienced contact centre professionals and respected vendor voices — all focused on real-world solutions, not selling.
Subscribers and Members can watch live via the ACXPA website or LinkedIn (registration required to post questions).
ACXPA Members can ask questions live — and we’ll put them straight to the panel for raw, unscripted answers.
Members can also submit questions ahead of time using a short form — a great option if you can't make the session or want to guide the discussion.
Can’t join live? No problem. Members get full access to past Roundtable recordings and slides via the Video Library.
Who Are the Live Contact Centre Roundtables For?
The contact centre world is complex, high-pressure, and constantly evolving — and that’s exactly why these sessions exist.
Our Roundtables are open to anyone in a contact centre leadership, planning or operational role, regardless of industry, function or experience level. If you're driving performance, leading teams, or looking to improve customer and employee outcomes — you're in the right place.
Whether you’re new to the role or a seasoned pro, you’ll find ideas, peers, and inspiration to help you lead with confidence.
🎯 Contact Centre Roundtable Format – What to Expect
Each month follows the same fast-paced, no-fluff format — crafted to spark conversation, challenge assumptions, and deliver insights you can actually use. It’s free, live, and interactive on LinkedIn.
You can post questions live on LinkedIn, and ACXPA Members can submit questions in advance for the panel to explore.
👥 Meet the Live Contact Centre Roundtables Panel
Our panellists aren’t just experts — they’re seasoned contact centre professionals who show up to share real stories, practical advice, and the kind of insights you only get from being in the trenches.
They bring hands-on experience across key areas like operations, workforce planning, coaching, quality, leadership, digital channels, and customer service strategy — with proven results from contact centres of all shapes and sizes.
What sets them apart is their commitment to helping the contact centre industry evolve. They’re not here to sell. They’re here to share, challenge, and contribute to the community’s growth.
Every session is vendor-neutral, pitch-free, and focused on honest, unscripted conversations that move the industry forward.
Scroll down to meet the panellists.
As host of the Contact Centre Roundtables, Justin facilitates high-energy conversations with frontline leaders on topics including emerging technology, workforce management, quality assurance, benchmarking, and leadership in complex operational environments.
A respected thought leader, Justin has played a pivotal role in developing national standards, benchmarking services, and best practices across the industry. He’s committed to equipping contact centre professionals with the tools, insights, and community support they need to thrive.
Whether moderating panels or shaping industry initiatives, Justin remains focused on elevating the contact centre profession and building a stronger, more connected community.
Brandon Davis
Director of Contact Centres, Uniting AgeWell
With 25+ years in contact centre leadership, Brandon specialises in transforming large, complex operations. From aged care to local government, he's known for building high-performing teams, centralising support, and delivering seamless multichannel experiences that work for both customers and staff.
Connect on LinkedIn
Nadine Power
Senior Product Manager - Panviva, Upland Software
With 24+ years in contact centres, CX, digital transformation and customer success, Nadine is known for leading high-impact change across financial services, telcos, and tech. A SaaS-savvy strategist and change expert, she brings hands-on insight into leadership, innovation, and driving meaningful service improvements.
Connect on LinkedIn
Brady Jacobsen
CEO, fullstop.ai
A long-time contact centre and AI strategist, Brady helps organisations deploy automation that complements — not replaces — the human touch. He’s worked across government and enterprise to make contact centres more scalable, responsive and ethically designed.
Connect on LinkedIn
Deanne Martin
Head of Customer Experience and Service, SEEK
Deanne is reimagining contact centres as strategic talent hubs. At SEEK, she leads with empathy, creativity and agile hiring practices — driving innovation while building capability and confidence in frontline teams.
Connect on LinkedIn
Anthony Marafioti
Sales & Operations Executive
With 18+ years leading contact centre and operational transformation, Anthony blends strategic thinking with a relentless drive for excellence. From high-growth startups to distressed turnarounds, he empowers leadership teams to deliver scalable, high-impact results across BPO, multi-channel, and in-house environments.
Connect on LinkedInYou?
Future Contact Centre Roundtable Panellist
Passionate about contact centres? We’re always on the lookout for authentic, experienced professionals who want to give back. If you’ve got insights to share and a bias for real talk over fluff, we’d love to hear from you.
Find Out More
