The CX Matters Podcast
Welcome to the CX Matters Podcast, the official podcast for the Australian Customer Experience Professionals Association (ACXPA).
ACXPA helps Australian businesses to elevate their customer experiences via phone, digital and in-person by empowering their employees with the skills, industry insights and professional support networks they need to succeed.
The CX Matters Podcast will feature a range of local and international experts sharing their experiences to help others in and around our industry learn, be inspired and challenged about industry best-practice, thought leadership and more.
Hosted by ACXPA CEO Justin Tippett and other Advisory Board members, we’ll provide podcasts to help beginners in the industry through to senior executives covering everything from the basics to advanced topics.
Somewhat rarely, it seems these days; all our podcasts are vendor-agnostic, designed to help you learn without any sales agendas.
ACXPA Members also have access to a range of exclusive resources to accelerate your learning, from our monthly ACXPA Member Bites Video Library, exclusive industry benchmarking insights, private groups, premium templates & calculators you can download, discounted training courses and lots more!
What is CX Maturity?
Learn why having a mature CX strategy matters, what a CX maturity curve is, and the three core drivers of CX maturity (and why the order is important!).
How Data is Driving CX at Aesop
In this episode, we talk to Amish Goel, Global Head of Digital Insights & Data Privacy from AESOP who shares some great insights into how data insights are being used to drive the Customer Experience...
How Tennis Australia is using CX to create memorable customer experiences
In this episode, we were thrilled to be joined by Karen 'KC' Clydesdale, Head of CX & Customer Relations for Tennis Australia who shares some great insights into how Tennis Australia is using Human...
From the Kitchen to the Contact Centre
We met Aurelius Bastian, former chef and now the Customer Service Team Leader at Seek to learn about his facinating journey.
Launch of the ACXPA Call Centre Rankings Report
Hear directly from the new General Manager of Quality Insights, Simon Blair, about the launch of the ACXPA Call Centre Rankings Report.
Understanding Erlang C for Call Centre Managers
Everything you need to know about Erlang C wrapped up with some great stories, insights and laughs for anyone working in contact centres.
12 Key Ingredients of Employee Engagement
Special guest Luke Jamieson reveals his 12 Key Ingredients of Employee Engagement in a contact centre - a great checklist for any manager!
Tips to implementing Gamification into a contact centre
Gamification expert Luke Jamieson shares some great insights and tips if you are considering implementing Gamification into your contact centre.
How to close any call with confidence
In this episode of the CX Matters Podcast, host Justin Tippett talks to one of Australia's leading contact centre trainers Simon Blair as he reveals the secrets on how to close any call with...
What is Gamification?
In this episode of the CX Matters Podcast host, Justin Tippett interviews local Australian expert on all things Gamification in the workplace, Luke Jamieson.
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