ACXPA National Advisory Board

The Australian Customer Experience Professionals Association (ACXPA) National Advisory Board provides leadership, guidance and expertise to progress the industry and ensure we provide value to all association members.

The ACXPA National Advisory Board Members come from a variety of backgrounds across our industry and whilst the individual expertise varies, they all have a united passion about helping and promoting our industry.

The functions of the ACXPA National Advisory Board include:

  • Developing and executing ACXPA’s strategy to ensure we:
    • Provide maximum value to members;
    • Positively influence the industry.
    • Grow the association.
  • Provide guidance on procedures, policies and processes for ACXPA members.
  • Provide thought leadership for our industry.
  • Engage with other industries and governments at all levels to promote the skills and capabilities of our industry.
  • Support our Practitioner Advisory Boards and State Advisory Boards to ensure they provide the support and functions to our members.

ACXPA National Advisory Board Members

The ACXPA National Advisory Board Members have demonstrated a commitment to supporting the industry across their careers and have extensive experience in the disciplines of contact centres, customer experience, digital customer experience and/or customer service domains.

They’ve joined the AXCPA National Advisory Board because they are passionate about making a difference and are prepared to invest their passion, time and expertise into helping move our industry forward.

To learn more about each National Advisory Board Member click on their image to read their individual bio or scroll below.

Justin Tippett ACXPA Chief Executive Officer

Justin Tippett

ACXPA Chief Executive Officer

Justin Tippett is one of the leading and most passionate voices in the Australian contact centre and customer experience industry with a career spanning over 30 years.

He’s won numerous industry awards, been named one of the Top CX (Customer Experience) Influencers in the World, and for 11 years, he led CX Central, growing it to be Australia’s leading and most trusted resources for Contact Centre, CX and Customer Service professionals.

Working across the public and private sectors throughout his career, Justin has unprecedented experience and insights into the challenges and opportunities for our industry, and as the Founder of ACXPA, he’s committed to providing a platform that helps everyone working in the industry to achieve their best.

ACXPA National Advisory Board Member Jaquie Scammell

Jaquie Scammell

Customer Service Expert

Jaquie Scammell is obsessed about service; helping people first, serve themselves and before knowing how best to serve others.

Referred to as Australia’s leading customer service expert, Founder/CEO of the ServiceQ, she devotes her time to organisations, leaders, teams and individuals who are seeking growth; emotionally, relationally and spiritually so that their service interactions leave people better than when they found them.

Jaquie speaks regularly at conferences, events and featured on SkyNews, 7News, 3AW/Triple M and 2GB Radio.

Jaquie is a published author of three books Service Mindset, which made the top 50 Business Books for 2018, and Service Habits, published in 2020 with the second edition of Service Habits published in 2022.

James Witcombe ACXPA Advisory Board Member

James Witcombe

Recruitment and Mentoring Expert

James is a Director at SMAART Recruitment and has been working in contact centre recruitment in Australia since 2005. A regular commentator and blogger when it comes to recruitment and contact centres, James is the author of the Contact Centre Best Practice Report and runs Australia’s largest Contact Centre Mentoring Program.

James also sits as the Vice-Chair of the Victorian Council of the RCSA (the peak body for the recruitment and staffing industry) and on the National Advisory Board for the Australian Customer Experience Professionals Association (ACXPA).

Nadine Power, ACXPA National Advisory Board Member

Nadine Power

Contact Centre Optimisation expert

Nadine Power is one of Australia’s leading contact centre optimisation professionals. With more than 20 years’ experience in gamification, analytics, contact centre management and product development she continues to create human-centric solutions for global clients.

Currently studying her Masters of Business Administration (MBA), Nadine’s expertise in both CX and EX supports engagement and connection to the employee value proposition.

Deanne Martin ACXPA Industry Advisory Board Member

Deanne Martin

Customer Service & Contact Centre Expert

A creative proud non – conformist who inspires others to challenge thinking and reverse the profile of the Customer Service Industry from unskilled to skilled, using Customer Service Centre’s as the talent pool for the organisation.

A humanistic leader with experience across Retail, Telco, Manufacturing and Tech who enjoys inspiring others to make a difference by building confidence through mentoring, coaching and kindness.

Deanne has embraced the key tenets of agile in her recruitment process by involving the people that do the work in the decision-making and onboarding.

Adam Spence ACXPA Industry Advisory Board Member

Adam Spence

CX & Contact Centre Technology Expert

Adam is a digital leader with over 20 years of experience focusing in the creation and delivery of digital service solutions both in Australia / Europe and Asia who thrives on creating amazing customer experiences and business outcomes through transformation coupled with the use of innovative new technologies.

Adam enjoys leading teams to deliver these initiatives and the continual improvement process that follows.

Outside the office, Adam enjoys running and racing in his own tarmac rally team, Redback Racing.

Simon Blair ACXPA Industry Advisory Board Member

Simon Blair

Contact Centre Quality & Training Expert

Simon has spent a highly successful 30-year career working within and supporting the development of The Contact Centre industry and is regarded as Australia’s #1 expert in Contact Centre Quality Assessment and training across Sales, Customer Service and Retention.

In September 2023, Simon joined ACXPA as the General Manager – Quality Insights, managing a range of programs including the monthly Australian Call Centre Rankings Report, Contact Centre CX Benchmarking and the Customer Service Benchmarking Service.

Scott Downing ACXPA Industry Advisory Board Member

Scott Downing

Customer and Employee Experience Strategic Executive

Scott is a Global Employee and Customer Experience strategist and an advocate for Continuous Improvement. Scott has experience across the SaaS, Telco and Financial Service sectors across multiple regions and countries, and he is a passionate advocate of using Human Centric Design methods in his work.

James Roth ACXPA National Advisory Board Member

James Roth

Customer Experience and Digital Business Strategist

James Roth is currently the Chief Experience Officer at IVE DDC, Board Member, and Digital Business Strategist with an extensive track record spanning over 25 years.

Throughout his career, he has spearheaded business expansion, enhanced customer satisfaction, and driven growth across diverse industries such as financial services, utilities, retail, and not-for-profits.

Other ACXPA Advisory Boards

To ensure ACXPA is leading our industry and supporting our members in addition to the National Advisory Board we have two additional advisory boards. Learn more about them below.

Practitioner Advisory Boards

The ACXPA Practitioner Advisory Boards consist of members actively working in roles to ensure we understand the current challenges of different skills and functions within our industry to ensure we provide leadership, resources, and support to support our members.

State Advisory Boards

The ACXPA State Advisory Boards consists of volunteer members to ensure a local voice is represented at a National level and to assist with coordinating and promoting local events such as site tours and networking events to help facilitate learning and networking.

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