ACXPA Advisory Board Member
Justin Tippett
Chief Executive Officer, Australian Customer Experience Professionals Association (ACXPA)
Customer service, contact centre and CX industry leader with more than three decades of hands-on operational experience — from frontline service through to executive leadership, standards development, benchmarking and capability building.
Profile
Justin Tippett is the Founder and CEO of ACXPA — Australia’s practitioner-led, vendor-neutral industry body focused on improving customer service, contact centre performance and customer experience outcomes through evidence, standards, benchmarking and capability uplift.
His leadership is grounded in lived operational experience. Justin started on the phones and progressed through a broad range of senior roles, including Chief Commercial Officer and Chief Executive Officer, giving him a practical perspective on what improves outcomes — and what fails in real-world service environments.
Alongside ACXPA, Justin is the founder of CX Skills, a specialist training organisation building customer service, contact centre and CX capability, and CX Consult, a consultancy focused on contact centre health checks, service performance improvement and operational optimisation.
Expertise
Industry Leadership
- Founder & CEO of ACXPA, Australia’s leading practitioner-led association for customer service, contact centres and CX.
- Chair of the ACXPA Roundtables, bringing practitioner panels together to debate what’s changing — and what works.
- Co-creator of the Australian Call Centre Rankings and the Australian Contact Centre Quality Standards.
- Regular contributor to industry discussions across conferences, panels and professional forums.
Operational Perspective
Justin’s perspective is shaped by working across both in-house and outsourced environments, spanning private enterprise, public sector and not-for-profit organisations. This includes advising leaders and teams on the practical mechanics of service performance — measurement, staffing reality, capability, channel design, governance, and execution discipline.
Best-practice customer operations don’t just “feel better” — they reduce avoidable demand, lift conversion and retention, improve employee outcomes, and create measurable commercial advantage.
Quote
“Customer service is one of the few levers that can reduce cost and grow revenue at the same time — but only when it’s treated as an operational discipline, not a slogan.”
