ACXPA Media Kit
ACXPA Media Kit: Justin Tippett
Customer Service, Contact Centre & CX Industry Expert
Official ACXPA media kit with spokesperson profile, approved descriptions, and downloadable logos and headshot for newsrooms, publishers and partners.
Frequently called on when service falls over, complaints surge, AI lands in front of real customers, or people share their “horror stories” — to explain what’s really going wrong behind the scenes and what fixes actually work.
Fast Facts
Independent Authority
A practitioner-led industry body improving customer service and CX through standards, benchmarking and evidence — not vendor opinion.
Operational Insight
Commentary grounded in running real service operations across multiple industries, not theory or second-hand research.
Cross-Industry Visibility
Regular engagement across government, utilities, finance, telecommunications, health and private enterprise.
Global Relevance
The same service failures recur worldwide. Justin comments on international developments as readily as Australian ones.
Common Media Topics
Plain-English commentary that connects operational reality to customer impact.
AI in Customer Service
- What AI is actually doing in customer service today, versus what’s announced
- Where AI deflection improves service — and where it quietly makes it worse
- Why “AI-first” service strategies fail in practice
- When automation removes the customer’s path to a human
Customer Service Performance
- Why service feels worse despite more technology
- Drivers behind long wait times
- What organisations measure incorrectly
- How the same service failures play out across international markets
Complaints & Consumer Impact
- Why complaints escalate
- Early warning signs organisations miss
- The cost of unresolved issues
- When a complaint becomes a public story
Inside the Contact Centre
- Workforce pressure and attrition
- AI pilots that never make it into live operations
- Why traditional QA models are breaking
- What outsourcing really changes
Featured Interviews
Recent conversations and media-ready references.
Fear & Greed Podcast
Systemic customer service challenges and operational pressures.
Open interview →Outsource Accelerator
The evolution of customer experience and global service delivery.
Open interview →Sales Revolution Podcast
Leadership, performance and the commercial impact of service operations.
Watch on YouTube →Spokesperson
Justin Tippett
Justin Tippett has lived and breathed service operations for more than 35 years — from frontline delivery through to leading large-scale customer environments across Australia and New Zealand.
He is the Founder and CEO of ACXPA — the practitioner-led industry body for customer service, contact centres and CX — and the architect of its tools, standards and benchmarking. He chairs ACXPA’s monthly Contact Centre Roundtable, regularly hosts its CX Roundtable, and is the co-creator of the Australian Call Centre Rankings and the global Contact Centre CX Standards.
Press Pack
Copy-ready bios, approved descriptions, plus media kit downloads where available.
Media Kit Downloads
Designed for quick newsroom use. Links open in a new tab so you don’t lose your place.
Need a different size, a one-colour version or a white background? Email media@acxpa.com.au. ACXPA partners and sponsors have their own logos — contact us for yours.
Using an ACXPA logo on a website? Link it to acxpa.com.
Justin Tippett — Media Bio
Use the short bio for TV/radio intros and the long bio for profiles.
Justin Tippett is a customer service and contact centre expert and Founder & CEO of ACXPA. With more than 35 years of operational leadership experience, he provides independent, evidence-based insight into why service performance rises or falls — and what actually fixes it.
Justin Tippett has lived and breathed contact centres for more than 35 years. From starting on the phones to leading large-scale operations across Australia and New Zealand, he has built, run, outsourced and transformed complex customer service environments at scale.
He is the Founder and CEO of ACXPA, the practitioner-led industry body for customer service, contact centres and CX, chair of its monthly Contact Centre Roundtable, and co-creator of the Australian Call Centre Rankings and the global Contact Centre CX Standards. Through CX Consult, he runs independent call centre health checks for organisations in Australia and internationally. Justin is a trusted independent voice on customer service performance, complaints handling, workforce transformation and the practical application of AI in customer operations.
LinkedIn: https://www.linkedin.com/in/justintippett/
Justin Tippett is a customer service, customer experience (CX) and service operations expert with more than 35 years of leadership experience across frontline delivery, contact centres, digital service channels, complaints handling, and large-scale operational transformation.
He is the Founder and CEO of ACXPA — a practitioner-led, vendor-neutral industry body focused on lifting customer and employee outcomes through standards, benchmarking and evidence-based insight. Justin is the architect of ACXPA’s tools, standards and benchmarking, chairs its monthly Contact Centre Roundtable, regularly hosts its CX Roundtable, and is a co-creator of the global Contact Centre CX Standards and the Australian Call Centre Rankings.
Justin’s work sits at the intersection of customer expectations and operational reality. He is regularly called on to explain why service performance rises or falls — from long wait times and complaint spikes through to workforce pressures, technology change and measurement blind spots — and what organisations can do to improve outcomes sustainably.
Alongside his industry leadership, Justin remains deeply embedded in practical delivery. Through his consultancy, CX Consult, he runs independent call centre health checks for public and private sector organisations, giving leaders a clear view of what’s working, what isn’t and what to fix first, in days rather than months.
He is also the founder of CX Skills, a specialist training organisation building customer service, contact centre, CX and workforce management capability for thousands of practitioners.
This blend of standards leadership, executive and frontline experience, and hands-on capability development has made Justin a trusted independent voice on modern service performance. He regularly judges awards, advises leaders and teams, and speaks on what’s changing in customer service and CX — including the practical application of AI in live service environments.
ACXPA — Approved Descriptions
Use these verbatim for attribution and publisher consistency.
ACXPA is an independent, practitioner-led industry body focused on improving customer service and contact centre performance through standards, benchmarking and evidence-based insight.
ACXPA is a practitioner-led, vendor-neutral industry association supporting organisations to improve customer service, contact centre operations and customer experience outcomes.
Through benchmarking, standards and practical resources, ACXPA provides grounded insight into what drives service performance across sectors in Australia and internationally.
ACXPA is an independent, practitioner-led industry body dedicated to improving customer service and contact centre performance.
Working across public and private sectors, ACXPA develops standards, benchmarking programs and practical resources designed to lift operational capability, workforce effectiveness and customer outcomes.
Its practitioner-led approach provides a grounded, evidence-based view of the challenges and opportunities shaping modern service environments in Australia and across developed service economies.
Media Enquiries
Justin is available for radio, television, print, podcasts and panel discussions.
Email: justin.tippett@acxpa.com.au
Phone: +61 0418 396 691
Typically responds same day where possible.
