ACXPA FAQs

Thanks for taking an interest in the Australian Customer Experience Professionals Association (ACXPA). We’ve listed below some Frequently Asked Questions (FAQs) that we hope provide you with the answers you are looking for!

Of course, if they don’t, we have a lot more information on the About ACPXA page or please reach out to us directly on +61 39492 2871 or send us your question on our Contact us page and we’ll be happy to assist.

BACKGROUND

When was ACXPA launched?

Our website first went live with a soft launch on International CX Day, 4th October 2022.

Throughout 2023, our focus is on finalising our State Advisory Boards (local committees in each state) and our Practitioner Advisory Boards (individuals who can provide a voice for each of the functions/roles within our industry) as well as launching two new websites:

  • Flexible Jobs – a new, purpose-built jobs website with market-leading features.
  • Where is the Call Centre – a website to help consumers connect with businesses that use Australian-Based Contact Centres.

Who/What industries does ACXPA support?

We represent anyone working with customers via voice, digital or in-person whether they work in a Contact Centre, Customer Experience (CX) team, Office/Admin Support, Retail and Customer Service.

What’s our purpose?

We aim to empower businesses to deliver a customer experience that helps them to achieve their business objectives. For some businesses, that might mean delivering a world-class experience for every customer interaction, for some businesses, it might be trying to offer different service experiences based on segmentation and for others it might just trying to drive maximum efficiencies or migrate service to the lowest cost channels.

The reality is all businesses have different objectives when it comes to customer service/customer experience and our mission is to ensure your employees have the insights, support and knowledge to effectively and efficiently deliver your desired business outcomes.

Why launch a new industry association?

Managing customers for any business requires increasingly complex skills with a convergence of contact channels and technology evolving at a rapid pace.

Whilst there have been a number of associations over the years with a particular channel focus, there was no association in Australia to represent all customer touchpoints across voice, digital and in-person that is driving the cross-pollination of the various skills, experiences and passion for managing customers that collectively will help grow and strengthen our industry.

Traditionally there has also been an over-reliance on vendor-led content with endless webinars, white papers etc. designed to funnel everyone into a lead engine, rather than just to educate and actively advocate for our industry.

What are the origins of ACXPA?

The ACPXA brand might be new, but since 2011 we’ve produced hundreds of articles, an industry glossary, guides and more on the CX Central website which grew to be the go-to resource for contact centre and CX industry professionals in Australia with over 10,000 unique visitors every month enjoying the free content that was all produced to educate, not sell.

CX Central was largely a labour of love produced by a small team of volunteers and some generous sponsors who believed we could and should be doing more for our industry and given the limited resources, we are super proud of what we achieved.

ACXPA provides us with the framework to do even more.

MEMBERSHIPS

What type of memberships does ACXPA offer?

We have memberships for individuals, businesses and vendors.

What’s the difference between the three individual membership levels?

  • Associated Members are restricted to being able to directly message 10 members and can join a maximum of 2 private groups. They can only watch our Members Symposiums live.
  • Professional Members are restricted to being able to directly message 25 members and can join a maximum of 5 private groups.  As well as being able to watch the Member Symposiums live, they can also watch all previous recordings at any time.
  • Scholar Members have no restrictions and can also access our Executive Symposiums and previous recordings.

What’s the difference between the Business and Vendor Memberships?

The Business memberships are perfect for contact centres, office/admins teams, CX teams, small businesses, corporates, councils/public sector teams that work with customers etc.

The Vendor memberships are for businesses who provide products or services to the industry such as outsourcers/BPOs, consultants, technology providers, training providers etc.

How long are the memberships for?

All our memberships are for 12 months from the date of payment.

What are the payment options?

You can pay instantly by credit card or you can request an invoice. Our standard payment terms are 14 days – if you need longer please contact us.

What are the benefits of being an ACXPA member?

There are a host of benefits to being an ACXPA member!

From our monthly Members Symposiums where you will gain insights and best practice tips from a minimum of five industry experts each month, discounts for training and events, exclusive content including templates, calculators and guides, a powerful Members Directory to search, connect with and message other members, support forums to post questions and share information, private groups to connect with like-minded peers and lots more!

Learn more about our various membership options and the benefits:

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