ACXPA Live Monthly Member Symposiums & Video Library

Are you seeking best-practice tips, industry insights and expert advice on delivering great customer experiences?

Exclusive to ACXPA members only, the live monthly Member Symposiums are designed to bring you expert tips, industry best practices, thought leadership and a touch of inspiration by hearing directly from leading industry experts every month.

No sales pitches or product demos – each presentation is designed to help share knowledge, not to try and sell you something!

Each month, you’ll hear directly from experts across Contact Centres, Customer Experience, Digital Experience, Customer Service and Employee Experience with each presentation sharing their knowledge in short, bite-size topics in either a presentation or Q&A/Interview format for approximately 20 minutes.

This enables you to not only gain leading insights related to your current role, but you’ll gain insights into other CX disciplines that will provide you with a much broader view of the industry and the opportunities that come with it.

And for the Contact Centre practitioners, you’ll get to hear directly from leading contact centres as assessed as part of the Australian Call Centre Rankings Report to find out their secrets to success!

In addition to the presentations/interviews, you’ll also have the opportunity to ask questions of our experts to gain additional insights and tips that matter to you.

Access to the symposiums is included with all ACXPA memberships at no additional cost.

ACXPA Monthly Members Symposium

ACXPA Member Symposium Fast Facts

Included free with all ACXPA Memberships.

Held monthly on the 3rd Tuesday of every month

Learn directly from industry experts each month sharing their valuable expertise.

Approximately 20 minute presentations per presenter.

Content for all customer touchpoint including phone, in-person and digital channels.

Includes live Q&A session with all presenters.

Access and watch previous presentations at any time.

No sales pitches or product demos!

Access all previous presentations on demand!

We are all busy these days, so if you can’t make the monthly Member Symposium live, all ACXPA Individual members can access the full library of interviews and presentations to watch on demand.

This provides you with access to an amazing content library where you access any of the individual interviews and presentations at a time convenient to you. This enables you to rewatch a favourite or only watch the presentations on topics that you need or are interested in to save you time.

There is no additional cost to attend the monthly symposiums; attendance is included as part of our membership, providing genuine value for our members.With other industry symposiums and conferences often costing hundreds of dollars and full of vendor presentations, our annual memberships offer outstanding value starting from as low as $50 per employee to attend all 12 symposiums, let alone the other benefits such as our premium downloads, industry-leading Members Directory, exclusive content (including videos with practical tips & insights on how to improve your contact centre & CX), discounted training, site tours, local networking events and lots more!

The live Members Symposiums and content library can only be accessed with an Indivdiual ACXPA Membership.  Learn more >

ACXPA Members Symposium Sneak Preview

The ACPXA Member Symposiums are exclusive to ACXPA Members only, which means the only way to access the live symposiums and previous recordings is by being an ACXPA Member and logging into the website.

However… We want to show you a sneak preview!

So we’ve made some Members Symposium presentations free to watch below without a membership.

Just click the presentation you’d like to watch below (or watch them all!).

10 Personalisation Pillars: Unlocking data’s true potential to deliver great CX

In this presentation, you’ll learn:

  • 10 best practice areas where CX and Marketing teams can focus their efforts to improve CX capabilities,
  • What “good” looks like for each of these areas, and
  • Actions which Marketing and CX teams can take right now to improve 1:1 CX for their customers

Presentation length: 33:44

Presented by Kevin Perry, Director – Data & Personalisation, IVE Group

5 Top Tips to Attract Candidates to Customer Service Roles

It’s no secret it’s a tough recruitment market out there, so these tips will put the advantage back into your court on attracting (and retaining) top candidates in the market with some great insights from SEEK.

Presented by: Deanne Martin, ACXPA National Advisory Board Member and Head of Contact Centres and Customer Experience, SEEK Australia & New Zealand

Customer Journey Mapping can deliver many benefits for your business. However, they don’t come without their challenges. These tips will help ensure your Journey Mapping project will be a success.

Presented by: Rod Netterfield, ACXPA Board Member and Director, HUMIND

Simon Symposium 2 Thumbnail

How to assess and score quality in the contact centre

There is no shortage of quantitative metrics in the contact centre, but when it comes to measuring quality, its when many contact centre managers struggle. In this session, you’ll learn how to objectively measure the quality of your phone calls and how the information can be used to improve the quality delivery of your frontline employees.

Presented by Simon Blair, Australia’s #1 trainer and assessor in contact centre sales and service!

Live Stream Information

The live Members Symposiums and Video can only be accessed with a full (paid) ACXPA Membership. Learn more >

FAQs about the Members Symposiums

When are the Symposiums?

The Symposiums are hosted live on the third Tuesday of every month, commencing at 13:30 AEST/AEDT (Melbourne, Australia) and typically going for around two hours in duration, including the live Q & A.

Where do I access the symposiums?

The Members Symposiums are only available to ACXPA Individual Members. Learn more >

What topics are covered?

We try and provide a range of different topics covering contact centres, customer experience, digital service, customer service and employee experience.  We want to help people not only improve their skills and insights with the current role, but also learn more about the other professions in our industry to broaden their understanding and career options.

The formats may vary but can include things like top tips, industry insights, case studies, how-to’s etc. and given the diverse nature of our member’s skillsets, we aim to have presentations suitable for those just commencing their careers through to managers looking to gain that extra edge.

If there is a particular topic you’d like covered, please contact us and let us know!

Who are the presenters?

We aim to bring you a broad range of speakers, including some of our ACXPA Advisory Board members, leaders in all of the industry skillsets (i.e. contact centres, customer experience, digital service and customer service) from a range of different industry sectors and experts from outside of our immediate industry who we can learn from.

The presenters can vary from practitioners (those in real jobs!), consultants and vendors with particular industry experience. For the consultants and vendors presenting, they are all very aware that there can be no sales/product pitches – all the presentations are designed to educate, inform and inspire – not sell you something.

If you’d like to be considered as a speaker at one of our Symposiums, please learn more on Members Symposiums Speakers Briefing.

What’s the format for the symposiums?

Our live host will welcome everyone to the symposium and then introduce each speaker before live-streaming their presentation.  In most cases, the presentations will have been recorded prior to ensure there are technical issues and to reduce the pressure on our speaker’s (as it’s often a lot more daunting presenting live!) and it also enables us to have the presentations available for rewatching immediately following the symposium.

Members are encouraged to submit any questions they have for the experts during the live streaming of the presentations.

Following the screening of each of the presentations, all of the presenters will join the symposium in a live moderated Q&A session where they will respond to the questions raised during the screening of the presentations.

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