About ACXPA – The Australian Customer Experience Professionals Association
The Australian Customer Experience Professionals Association (ACXPA) is Australia’s premier association for Customer Experience (CX), Contact Centres, and Customer Service professionals.
As a modern, vendor-agnostic association, we empower leaders, practitioners, and innovators to elevate customer and employee experiences across every customer channel—voice, digital, and in-person.
Born from decades of passion and commitment to the CX industry, ACXPA has, in just two years, emerged as a trusted authority. We foster authentic connections, drive impactful change, and deliver innovative resources that empower businesses and professionals to excel in an increasingly customer-centric world.
Who We Are
Since our beginnings in 2011, ACXPA has been a trusted resource for Australia’s Customer Experience (CX) and Contact Centre professionals. Over the years, we’ve evolved to provide reliable resources, actionable insights, and expert guidance tailored to the needs of this dynamic industry.
Officially launched as an association in 2022, ACXPA builds on more than a decade of experience to deliver a fresh, practical approach to addressing industry challenges. We focus on empowering professionals who work in customer experience and contact centres to collaborate, innovate, and achieve measurable success.
With over a million Australians working in customer-facing roles, we are dedicated to supporting those who shape the customer journey through their expertise in managing customer interactions, improving processes, and delivering outstanding service.
Our Journey
Our story began with a clear purpose: to provide a vendor-agnostic resource for an industry often dominated by sales-driven narratives.
Since 2011, under the leadership of our founder and CEO, Justin Tippett, we’ve been deeply committed to supporting and elevating the customer experience and contact centre industry. Justin’s vision to create a trusted, practical, and impactful resource for professionals has guided every step of our journey.
ACXPA represents more than just an association—it’s the culmination of over a decade of passion, dedication, and proven action.
Here are a few key milestones from our journey:
📺 2011: Launch of Australian Contact Centre Community TV (Ac3TV), highlighting the industry’s potential and celebrating its contributions.
🧑💻 2014: Creation of the Contact Centre Central website, connecting professionals with expert-driven, vendor-neutral resources.
🔄 2018: Rebrand to CX Central, reflecting our shift to broader content encompassing customer experience, not just contact centres.
🚀 2022: Official launch of ACXPA, providing a forward-thinking platform for CX and Contact Centre professionals.
Why We Exist
The customer experience industry is at a pivotal moment, facing persistent challenges that hinder its growth and potential:
• Enduring Misconceptions: Contact centres and CX are often undervalued, with outdated perceptions persisting for years despite their critical role in business success.
• Fragmented Support Across Levels: Professionals at all levels—frontline, management, and leadership—lack cohesive support structures to guide their development and success.
• Siloed Approaches: The industry has historically managed customer interactions in isolated channels, but true transformation requires a unified, holistic strategy across voice, digital, and in-person touchpoints.
• Misaligned Industry Narrative: Vendors, whose primary goal is sales, and conference organisers, often driven by profit, dominate the industry narrative. This focus results in gimmicky awards, unvetted speakers, and events with little lasting impact, ultimately damaging the industry’s credibility and progress.
At ACXPA, we address these challenges by providing genuine resources, insights, and collaborative forums that empower professionals to drive meaningful change.
Our focus is on building a stronger, unified industry that prioritises substance over sales and positions customer experience as a strategic asset for businesses.
What We Do
At ACXPA, we’re dedicated to empowering businesses and professionals across Australia’s CX, contact centre, and customer service industries.
Our resources, insights, and initiatives are designed to help you:
• Optimise the Customer Experience: Drive improved business outcomes, including increased customer acquisition and retention.
• Boost Operational Efficiency: Improve servicing efficiency, delivering measurable business savings.
• Enhance Customer Channels: Support voice, digital, and in-person interactions for seamless service.
• Improve Employee Experience: Increase engagement and retention with proven strategies and tools.
• Make Informed Decisions: Leverage industry insights, benchmarks, and best-practice methodologies.
• Build Stronger Connections: Join a vibrant community of like-minded professionals for support and collaboration.
Through these efforts, we’re committed to helping professionals at every level succeed, while driving meaningful change in customer and employee experiences.
Our Five Pillars
Our work is built on five core pillars that guide everything we do:
Australia’s Leading Online Resource for CX & Contact Centre Professionals
Australia’s most comprehensive online resource for CX and contact centre professionals, including an exclusive Members Directory, private groups for collaboration, interactive roundtables, expert articles, an industry glossary, and downloadable tools to elevate your expertise and drive success.
In-Person Events
Experience the power of connection with our in-person events, where CX professionals come together to share insights, build networks, and learn from industry leaders in dynamic, engaging settings.
Looking Ahead
In just two years, ACXPA has achieved remarkable milestones—launching Australia’s most comprehensive CX resources, fostering a dynamic and rapidly growing community, and building a reputation for quality and authenticity.
These achievements have been realised through limited resources and an unwavering commitment to elevating the CX industry.
But this is just the beginning.
With the continued support of our members and partners, ACXPA is poised to make an even greater impact.
Every collaboration empowers us to deliver innovative initiatives, cutting-edge resources, and meaningful opportunities that shape the future of customer experience in Australia.
Looking to the future, we are excited to expand our offerings and deepen our impact through new initiatives, including:
• Enhanced Resources: Developing new tools and insights tailored to the evolving needs of CX professionals and businesses.
• Stronger Local Connections: Establishing robust State Advisory Boards and hosting regional networking events to bring our community closer.
• Innovative Projects for 2025: Launching groundbreaking programs that reinforce ACXPA’s position as the trusted partner for CX professionals nationwide.
Join us as we continue to redefine what’s possible in the CX industry and drive meaningful growth, collaboration, and insight across every customer channel.
