The practical hub for CX resources, tools & frameworks
CX is broad. For some it's strategy and journey design. For others it's customer service quality, contact centre performance, complaints handling, or building the business case for change. The ACXPA CX Hub brings the tools, templates, calculators and frameworks together — so you can quantify the cost of customer failures, design better experiences, and drive CX into the business.
For people responsible for customer experience — whether CX is your full title or part of a wider service, digital, operations or leadership role.
Premium CX resources, built by practitioners
Diagnostics, interactive builders, editable templates, real-world case studies and job descriptions — designed for CX leaders, journey designers, service improvement teams, and anyone driving better customer outcomes inside their organisation.
CX Maturity Audit
ACXPA's flagship CX diagnostic. A 42-question interactive audit across 6 strategic pillars — Strategy & Governance, Data & Insights, Experience Design, Tech & AI, Culture & Enablement, and Measurement & ROI.
- Overall maturity score with a 5-stage rating: Reactive → Defined → Aligned → Proactive → Predictive
- Spider chart visualising pillar-by-pillar strengths and gaps
- Strategic roadmap auto-generated from your weakest pillar
- Re-audit every 90 days — track your own progress over time with audit-to-audit comparison and PDF export
- Industry peer benchmarking is built in — activates as the audit population grows in your country, industry and organisation size
Customer Persona Builder
7-step web app built on Jobs To Be Done and Strategyzer methodology. Save up to 25 personas to your cloud-synced member library, autosave as you go, and generate a branded ACXPA PDF for each. Business Membership only.
Unlock with Business MembershipCustomer Journey Mapping Template
Editable PowerPoint template structured for real journey work — with sections for stages, touchpoints, customer emotions, and pain points. Use as a workshop deliverable or stakeholder presentation tool.
Unlock with MembershipCX Job Description Templates
Three editable Word job description templates with pre-written responsibilities, requirements and CX expectations: Head of CX, CX Analyst, and Customer Journey Designer. Hire faster, brief recruiters better, or use them to map your own role.
Unlock with MembershipFull NPS Calculator with Statistical Confidence
The free NPS Calculator gives you a score. The member version adds the Statistical Confidence panel — margin of error at 95% CI, plus your likely score range. Stops you over-claiming NPS movements that aren't real.
Unlock with MembershipFull ROI Calculator (4 methods)
The free article covers the formula. The member version unlocks four interactive calculators with worked examples: Simple ROI, Project ROI, Technology ROI, and Staffing ROI. Build defensible business cases that survive the CFO conversation.
Unlock with MembershipHuman-Centred Design reference card
A single-page Double Diamond PDF (Discover — Define — Develop — Deliver) for workshop posters, slide decks, or briefing references. Honest framing: this is a reference card, not a methodology guide.
Unlock with MembershipMembership unlocks every ACXPA hub, not just CX
CX work shows up across customer service, complaints handling, contact centres, workforce optimisation, coaching, training, benchmarking and the Australian Call Centre Rankings — and ACXPA Membership unlocks all of them. Individual Membership gets you full access for one person. Business Membership gets it for your whole team.
Customer Service Hub
Customer Service Health Check, response templates, complaints frameworks, phonetic alphabet, induction checklists, and customer service standards.
Go to hub →Call Centre Hub
Eight operational pillars: standards, rankings, WFM, coaching & performance, complaints, training, plus role-specific resources for agents, team leaders and managers.
Go to hub →Complaints Handling Hub
HEAT model frameworks, complaints logging tools, escalation decision tools, frontline guides, facilitator training, and page templates.
Go to hub →WFM Hub
Erlang Calculator, Service Levels Simulator, Staffing Levels Simulator, Workload Calculator, Shrinkage Calculator, Outlier Detection Wizard, and Interval Planner.
Go to hub →Coaching & Performance Hub
GROW & SMART coaching templates, Team Leader Coaching Guide, Employee Goal Tracker, performance reviews and structured 1:1 frameworks for frontline leaders.
Go to hub →Training & Onboarding Hub
15+ self-paced courses, member-only training pathways, induction checklists, certification tracking, and 25% off live CX Skills training.
Go to hub →Benchmarking Hub
Contact centre CX benchmarking, peer/competitor benchmarking, private benchmarking, call quality assessment, and customer service benchmarking services.
View benchmarking →Australian Call Centre Rankings
Quarterly independent rankings of Australian call centres across banks, insurance, energy, internet, councils, aged care, education and more — based on real mystery shopping calls measured against ACXPA CX Standards.
View rankings →Start here — quick CX diagnostics
Before you commit to bigger CX work, get a quick read on where you are. These free diagnostics give you a fast orientation — useful before scoping a CX programme, building personas, or commissioning the full CX Maturity Audit.
CX Maturity Pulse Check
A free 5-question diagnostic for a rapid snapshot of your CX maturity. Useful as a quick orientation before committing to the full 42-question CX Maturity Audit.
Customer Persona Readiness Calculator
A free 10-question diagnostic assessing whether you have the data, research and organisational alignment to build effective customer personas — or whether you need more foundational research first.
Bring numbers to your CX conversations
CX initiatives live or die on the business case. These free CX calculators quantify the cost of customer failures — and the value of getting it right — so you can win the budget conversation and prioritise what matters.
Customer Lifetime Value (CLV) Calculator
Calculate the long-term revenue value of a customer relationship using a retention-based formula. Ideal for prioritisation, investment cases and ROI conversations.
Customer Lifespan Calculator
Calculate how long customers typically stay with your business based on churn rate — a key input for CLV modelling and retention strategy.
Customer Churn Rate Calculator
Measure the rate at which customers leave your business and quantify the cost of attrition — turning a "we should improve retention" gut feel into a defensible number.
Customer Retention Rate Calculator
Calculate the percentage of customers you're keeping over time. The headline metric for measuring whether CX and service improvement work is paying off.
CX ROI Calculator
Free glossary article covering ROI methodology and common pitfalls. Members unlock four interactive calculators: Simple ROI, Project ROI, Technology ROI and Staffing ROI — with worked examples.
Net Promoter Score (NPS) Calculator
Free NPS calculator with score, breakdown, copy and reset functions. Members unlock the Statistical Confidence panel — margin of error at 95% CI and your likely score range.
Practitioner-led CX training via CX Skills
Live, expert-led CX courses delivered by industry practitioners through ACXPA's official training partner, CX Skills — with a 25% member discount on every course.
CX Training Courses (CX Skills)
Three flagship CX courses, delivered live online by industry practitioners. From foundational CX management through to journey mapping and CX leadership for team leaders.
CX Roundtables & Member Bytes
Monthly live CX Roundtables hosted by Kevin Perry (CCXP) with Australia's leading CX practitioners — first Wednesday of each month, 14:00 AEDT/AEST. Plus Member Bytes: a growing library of short-form CX and contact centre insights from senior practitioners.
Watch live free
Anyone can watch the monthly live CX Roundtable for free. Subscribe (also free) to watch the latest replay on demand and unlock more.
- Free live attendance every month
- Ask questions live during the session
- No replay access — subscribe (free) to unlock
Latest replay free on demand
Subscribers watch the latest CX Roundtable replay free on demand, plus one featured Member Byte. Free to create — no credit card required.
- Latest CX Roundtable replay on demand
- One featured Member Byte on demand
- Submit questions before the next live session
Full archive + searchable intelligence
Members unlock the complete CX Roundtable archive — every past session on demand — plus searchable transcripts, executive summaries, leader briefs, and the full Member Bytes library.
- Full CX Roundtable archive — every past session on demand
- Searchable transcripts — jump to exact moments across all sessions
- Executive summaries & leader briefs for every session
- Ask the panel — submit your question to be tackled live
- Full Member Bytes library access
- Plus access to the monthly Call Centre Roundtables (same archive depth)
Unlock more value at each level
Start with open access to explore. Create a free Subscriber account to remove friction and unlock more. Membership unlocks the complete CX toolkit.
Visitor
No login requiredLimited free access
- All CX articles + glossary (open access)
- CX Maturity Pulse Check (5-question free diagnostic)
- Persona Readiness Calculator (10-question free diagnostic)
- Free calculators: CLV, Lifespan, Churn, Retention
- NPS Calculator: free version (no Statistical Confidence panel)
- ROI Calculator: glossary article only (no interactive calculators)
- CX Roundtables: watch live free each month (no replay access)
Subscriber
Login required · FreeEverything visitors get, plus more
- Everything visitors get
- Customer Persona Template (single-slide editable PowerPoint)
- Latest CX Roundtable replay on demand — watch the most recent session whenever suits
- One featured Member Byte to watch on-demand
- Submit questions before the next live Roundtable
- Subscriber-only content across the glossary and resources
Member
Full accessEverything unlocked — across every hub
- Full access to every ACXPA hub: CX Hub, Customer Service Hub, Call Centre Hub, Complaints Handling Hub, WFM Hub, Benchmarking & Rankings, Learning Hub
- Everything subscribers get
- CX Maturity Audit (42-question flagship diagnostic with 90-day re-audit, trend tracking, comparison PDF)
- Customer Journey Mapping Template (full editable download)
- Foundations of a CX Program deck (12-page)
- Tennis Australia CX case study (19-page)
- Head of CX, CX Analyst, Customer Journey Designer job descriptions
- Human-Centred Design Double Diamond reference card
- Full NPS Calculator with Statistical Confidence panel (95% CI)
- Full ROI Calculator (Simple, Project, Technology, Staffing methods)
- Full CX Roundtable archive — every past session on demand, with searchable transcripts, executive summaries and leader briefs
- Ask the panel — submit questions to be tackled live
- Member Bytes full library
- Plus access to the monthly Call Centre Roundtables (same archive depth)
- Plus the bulk of member-only tools across the WFM, Complaints, Customer Service and Call Centre Hubs (with a small number of team-focused premium tools reserved for Business Membership)
- Customer Persona Builder (Business Membership only)
- 15+ self-paced CX courses with certificates
- 25% off live CX Skills training
- Private CX member groups + member directory
Business Membership unlocks every ACXPA hub for your whole team
Business Membership isn't just the CX Hub. It unlocks full access to every ACXPA hub — CX, Customer Service, Call Centre, Complaints Handling, WFM, Benchmarking, Learning — for everyone on your team. From $497 ex GST for 5 people. The bigger your team, the lower the per-person cost.
Business Membership
Full access to every ACXPA tool, framework, calculator, template, deck, case study, roundtable and job description — across every hub. Plus the exclusive Customer Persona Builder. Every team member gets their own login, saved work and personal toolkit.
All prices ex GST. Savings calculated against Individual Membership at $197 ex GST per person per year. Need more than 100 people? Contact us for a tailored solution.
Just for yourself?
Individual Membership gives one named person access across every ACXPA hub for $197 ex GST / year — less than $4 a week. CX Hub, Customer Service Hub, Call Centre Hub, Complaints Handling Hub, WFM Hub, Benchmarking & Rankings, and Learning Hub — all included. You get the CX Maturity Audit, journey and persona templates, calculators, frameworks, the full self-paced course library, and the bulk of member-only tools across every hub.
A small number of team-focused premium tools across the hubs are exclusive to Business Membership — including the Customer Persona Builder, the Team Leader Coaching Guide, and similar collaborative tools designed for teams rather than individuals.
One improvement applied pays for membership many times over
ACXPA Membership isn't just the CX Hub — it's the full operating layer: customer service, contact centre, complaints handling, WFM, coaching, benchmarking and CX. Any one of the wins below typically dwarfs the cost of membership for the year.
Improve customer retention by 1%
For most mid-to-large organisations, a 1% retention lift is worth hundreds of thousands to millions in annual revenue. Use the CLV, Churn and Retention calculators to quantify your number — then use the CX Hub tools to act on it.
Cut contact centre wait times
The WFM Hub's Erlang Calculator, Staffing Simulator, Interval Planner and Shrinkage Calculator help operations leaders right-size staffing — saving cost or lifting service levels without adding heads.
Lift NPS and CSAT with better service
The Customer Service Hub's response templates, Health Check, and complaints frameworks lift the consistency and quality of every customer interaction — the strongest lever on advocacy scores.
Win the budget conversation
The full ROI Calculator (4 methods), Foundations of a CX Program deck, and benchmarking data give you the numbers and the structure to build defensible business cases that actually get approved.
Avoid one bad strategic decision
The CX Maturity Audit, monthly roundtables, and peer insights help leaders make better calls — one avoided dud project saves more than the membership fee for years.
Save weeks on every initiative
Personas, journey maps, JD templates, coaching frameworks, complaint logs, induction checklists — all built and battle-tested, so your team doesn't rebuild them from scratch every time.
Ready to access more, completely free?
Create a free ACXPA Subscriber account — no credit card required. Download the full Customer Persona Template, watch the latest CX Roundtable replay on demand, access one featured Member Byte, submit questions before the next live Roundtable, and unlock subscriber-only content across the glossary.
Create free Subscriber accountWant everything unlocked? Become an ACXPA Member from $197 ex GST/year →
Where free access ends, real execution begins
ACXPA Membership adds depth across every hub — the flagship CX Maturity Audit, journey and persona templates, frameworks, case studies, WFM tools, Complaints frameworks, Customer Service Health Check, Coaching templates, rankings & benchmarking. Everything an ACXPA member needs to improve customer outcomes — in one membership.
What is Customer Experience (CX)?
A practical definition of customer experience, and where it sits inside modern organisations.
A working definition
Customer Experience (CX) is how customers perceive your organisation across every interaction — service, digital journeys, policies, operations, complaints, billing, and the outcomes they walk away with. It's both a discipline (with its own frameworks, tools and standards) and a shared responsibility across product, service, technology, and operations teams.
In some organisations CX is a dedicated function with strategy, research, design and analytics. In others it's distributed across service, customer service, call centre and digital teams. Either way, it shows up in performance: in retention, advocacy, cost-to-serve, complaint volumes and revenue.
CX is a practical business discipline. When journeys are unclear, policies inconsistent, or service hard to access, effort increases — for customers and for staff. That shows up as higher cost, more complaints, repeat contacts and lost revenue. CX work makes these mechanics visible and fixable.
ACXPA exists to give CX practitioners the shared language, tools, frameworks and benchmarks the profession has been missing — so you can do the work without rebuilding from scratch every time.
If you own any of this, you're doing CX
- Customer service performance and standards
- Call centre and contact centre operations
- Digital journeys, forms and self-service
- Complaints, escalations and recovery
- Policies, processes and "rules" customers feel
- Voice of customer (VoC), insights and improvement
- Personas, segmentation and research
- Journey mapping and service design
- CX strategy, governance and operating model
Practical CX insight, written by practitioners
Modern CX requires more than dashboards and survey scores. Explore practical articles and expert insights covering strategy, journey design, VoC, personas, frameworks, operating models, and more — all written to help CX practitioners make better decisions and improve outcomes for customers.
How Australian businesses can cultivate customer relationships
Nicholas Kontopoulos |Customer Experience (CX) |0With increasing rising cost of living pressures, learn how businesses can make a few workflow adjustments to ensure they continue to prioritise customer relationships.
Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!
How to create a seamless digital experience across touchpoints
ACXPA |Customer Experience (CX), Digital CX |0How customer touchpoints are pivotal to carving cohesive and flawless customer journeys through a seamless digitial experience.
20 Complaints Management Tips to Improve your CX
Justin Tippett |Customer Service, Contact Centre Managers, Contact Centres, Customer Experience (CX) |020 Complaints Management tips for any business/company that needs to improve their complaints handling processes, procedures, KPIs and more.
What measures, what programs, how will I know it will drive change? Read on for expert tips on how to create a customer experience strategy!
Examples of Journey Mapping in the education and finance sector, along with key insights and tips into making your journey mapping a success.
Learn more about Omnichannel Communication and the alternatives now available for customer service as customers move away from the phone channel.
Creating customer personas are one of the most received requests by CX professionals… what are they, when do we create them, and why do we need them?
Your CX Hub is waiting,
This page is designed for visitors and subscribers. As a member you have access to the full CX toolkit, deeper diagnostics, roundtable archive, Member Bytes library, and the complete member dashboard — all in one place.
Looking for something specific? The Member CX Hub has shortcuts to diagnostics, tools, downloads, replays, and community — organised so you can find what you need fast.
