ACXPA CX Community

CX Roundtables

Each month, Australia's leading customer experience practitioners tackle the real issues — CX strategy, measurement, AI, and digital transformation. Watch the latest replay free, or unlock the complete archive and the ACXPA practitioner resource library.

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Every session is unscripted, practitioner-led discussion you won't find anywhere else. Subscribe free to watch the latest, or unlock the complete archive and ACXPA's full member resource library.

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Justin Tippett Andrew Ritchie James McIntyre
Why do so many CX initiatives stall after the journey map is complete — and how do you separate the friction that's damaging trust from the friction that's actually protecting it?

In this April 2026 ACXPA CX Roundtable, we explore how to identify the moments that truly shape customer perception, cut through bias to prioritise what matters, and rethink how friction is designed, measured, and explained across the business.
Topics: CX friction, journey mapping, service blueprint, prioritisation bias, peak end rule, voice of customer, effort impact model, authentication friction, customer trust, moments of truth, CX measurement, purposeful friction
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Kevin Perry James McIntyre Campbell Davies Andrew Ritchie
Why do customer journey maps so often stall once they collide with real organisational behaviour?

In this March 2026 ACXPA CX Roundtable, we explore the broken moments everyone knows about, the metrics that sabotage progress, and what CX leaders need to do differently.
Topics: customer journey mapping, CX strategy, quick wins, loyalty program, pain points, cross-functional workshops, AI and silos, CX ROI
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Kevin Perry James McIntyre Campbell Davies Andrew Ritchie
How can CX and marketing teams prove value when budgets are tight and priorities keep shifting?

In this February 2026 ACXPA CX Roundtable, we explore how CX leaders can prioritise better, cut through activity, and stay focused on the work that actually creates value.
Topics: AI adoption, digital transformation, customer data, personalisation, CX prioritisation, journey mapping, AI governance, single customer view
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Edwina Olver James McIntyre Campbell Davies Brady Jacobsen
Why do festive campaigns still matter, what did Black Friday reveal about customer expectations, and how is AI changing the way people research and shop?

In this December 2025 ACXPA CX Roundtable, we explore the standout lessons, brand signals and emerging trends CX leaders should be watching as 2026 approaches.
Topics: loyalty programs, Black Friday, customer retention, AI in marketing, brand trust, seasonal CX, data transparency, loyalty currency
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Kevin Perry James McIntyre Andrew Ritchie
Is B2B customer experience genuinely harder to get right — or is it just organised differently?

In this November 2025 ACXPA CX Roundtable, we explore why fragmented team ownership is the real barrier to B2B CX, how AI is delivering practical value in data analysis over content generation, and why most organisations are missing a critical brand experience gap that's quietly costing them retention and demand.
Topics: B2B customer experience, CX governance, listening programs, moments that matter, AI in B2B, cross-functional alignment, brand experience, self-serve
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Kevin Perry James McIntyre Edwina Olver Karen Clydesdale
What does good omnichannel orchestration actually look like when customers move across digital, physical and human touchpoints?

This roundtable explores how leading brands create seamless journeys through consistency, shared accountability, smarter prioritisation and AI that improves relevance without losing the human touch.
Topics: omnichannel experience, loyalty programs, brand consistency, customer journey, AI in marketing, cross-functional CX, customer data, contact centre
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Kevin Perry James McIntyre Campbell Davies Karen Clydesdale
How do you know when personalisation has crossed the line from genuinely helpful to quietly unsettling — and what do you do when your organisation is nowhere near ready for the level you're aiming for?

In this September 2025 ACXPA CX Roundtable, we explore the sliding scale of personalisation from macro to hyper, why most organisations overestimate how much customers want to be known, and when AI should step aside and hand the experience back to a human.
Topics: personalisation, hyper-personalisation, data-driven CX, customer segmentation, AI and personalisation, privacy and trust, omnichannel, Tennis Australia
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Kevin Perry Edwina Olver Campbell Davies Brady Jacobsen
How should CX leaders use AI when trust, risk appetite and customer value are all moving at different speeds?

In this August 2025 ACXPA CX Roundtable, we explore where AI is already improving CX, why guardrails and human oversight still matter, and how leaders can test practical use cases without creating reputational risk or losing sight of real customer needs.
Topics: AI in CX, agentic AI, generative AI, contact centre transformation, AI implementation, human in the loop, test and learn, CX leadership
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Kevin Perry Edwina Olver Campbell Davies Karen Clydesdale
How do you prove that CX investment is actually working — and which metrics are doing more harm than good?

In this May 2025 ACXPA CX Roundtable, we explore why CSAT is replacing NPS as the go-to measure, how to build a smarter multi-metric framework across complex journeys, and what it really takes to link customer experience to loyalty, retention and commercial outcomes.
Topics: CX metrics, NPS, CSAT, customer lifetime value, customer effort score, contact centre metrics, measuring loyalty, omnichannel measurement
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Kevin Perry Edwina Olver Campbell Davies Karen Clydesdale
Is customer experience still a genuine growth lever, or is it being diluted by efficiency, automation and corporate hype?

In this April 2025 ACXPA CX Roundtable, we explore where CX still creates competitive advantage, why brand experience and customer experience should not be treated as the same thing, and how leaders can embrace AI without losing trust, differentiation or the human connection customers still value.
Topics: brand experience, customer experience strategy, AI in contact centres, human connection, CX ownership, brand voice, customer touchpoints, innovation
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Every word spoken in every session is fully searchable. Type a keyword below to find exact moments — then jump straight to that point in the video. Filter by speaker or month to narrow your results.

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Monthly — first Wednesday, 14:00 AEDT/AEST
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Who are the CX Roundtables for?

Our monthly CX roundtables are for anyone in a customer experience, customer service, or CX leadership role — regardless of industry, function or experience level. If you're driving customer outcomes, leading CX teams, or working to improve how your organisation engages with customers, you're in the right place.

CX Managers & Directors
Customer Experience Strategists
CX & VOC Analysts
Digital & Omnichannel Leaders
Marketing & Brand Managers
Product & Service Designers
Customer Insights Leads
Anyone leading customer-facing transformation

Whether you're just stepping into CX or a seasoned practitioner, you'll find ideas, peers, and inspiration to sharpen your thinking and advance your work.

CX Roundtables — Fast Facts

Everything you need to know about how our monthly CX roundtables work.

📅
Monthly — first Wednesday, 14:00 AEDT/AEST

Sessions run live online every month. Subscribe free to watch the latest replay on demand anytime after it airs.

🎙️
Expert-led, unscripted discussion

Hosted by Kevin Perry (CCXP) with a rotating panel of experienced CX professionals. Real talk. No sales pitches.

▶️
Watch the latest replay free

Subscribe free to watch the most recent session in full. Members unlock the complete archive of every past roundtable on demand.

💬
Live Q&A with the panel

Every session includes live audience Q&A. ACXPA Members can also submit questions in advance to be tackled by the panel.

📝
Executive summaries & leader briefs Members

Distilled insights and ready-to-share leader briefs for every session — no note-taking required.

🔍
Searchable transcripts — every session Members

Search every word spoken across the entire CX Roundtable library. Jump to the exact moment in the video instantly.

🎯 What to expect — session format

Each month follows the same fast-paced, no-fluff format — crafted to spark conversation, challenge assumptions, and deliver insights you can actually use. As a member you can submit questions in advance for the panel to explore.

👋
Intro
Meet the host and panellists, set the stage, and get ready to dive in.
🔥
Segment one — hot CX topic of the month
We unpack one major issue or theme shaping customer experience right now — from strategy to technology to measurement.
✅
Segment two — the reality check
We hone in on a particular CX practice to challenge outdated thinking and surface hard truths others avoid — grounded in real-world data and experience.
💡
Segment three — solution lab
A common CX challenge goes to the panel. They unpack the issue and share practical, empowering approaches you can use if the same challenge lands on your desk.
🎤
Segment four — open house
We answer live questions and those submitted ahead of time by ACXPA Members — raw, honest, and unscripted. Submit your question below before each session.

🎙️ Host & regular panellists

Our roundtables are hosted by Kevin Perry (CCXP) with a rotating expert panel of experienced CX professionals. Each brings real-world insight from across strategy, technology, and customer transformation.

Roundtable Host
Kevin Perry

Kevin Perry is a highly respected Customer Experience (CX) and Data Analytics leader with over 20 years of experience helping Australia's largest enterprises transform data into actionable insights. As a CCXP-certified expert, Kevin specialises in using data-driven strategies to craft outstanding customer experiences that deliver a sustainable competitive advantage.

As host of the CX Roundtables, Kevin facilitates engaging discussions with top industry professionals, sharing insights on topics such as AI, customer strategy, Martech, and digital transformation. An active contributor to the industry, Kevin has been a Practitioner Board Member for both the Data & Analytics and Customer Experience boards since ACXPA's inception.

Connect with Kevin on LinkedIn
Justin Tippett
Justin Tippett
CEO, ACXPA
One of Australia's most recognised contact centre and CX experts, with over 30 years of experience. Hosts the ACXPA Call Centre Roundtables and steps in as CX Roundtable host when needed.
LinkedIn →
Karen Clydesdale
Karen Clydesdale
Head of Customer Experience, Tennis Australia
A seasoned CX and relationship management leader who has shaped Tennis Australia's approach to insights, personalisation, and digital engagement.
LinkedIn →
Edwina Olver
Edwina Olver
Experience Director, Untangld
15+ years blending insights, tech and strategy across finance, government, and FMCG. Leads customer strategy and product innovation at Untangld.
LinkedIn →
Campbell Davies
Campbell Davies
Founder, PINCH | Growth Advisory
25+ years shaping customer experiences across sport, tourism, retail and brand. Deep expertise in insights-led growth and brand performance.
LinkedIn →
Brady Jacobsen
Brady Jacobsen
Chief Customer Officer, fullstop.ai | ACXPA Advisory Board
CX and AI leader helping government and enterprise deliver ethical, scalable automation through Conversational AI. 15+ years in CX transformation.
LinkedIn →
Deanne Martin
Deanne Martin
Head of Customer Experience & Service, SEEK | ACXPA National Advisory Board
Redefining contact centres as skilled talent pipelines. Leads with creativity, kindness, and agile hiring practices.
LinkedIn →
James McIntyre
James McIntyre
Principal Consultant, JMC Marketing & CX
Worked with Flybuys, Wesfarmers OnePass, Cashrewards, Medibank, and Realestate.com.au transforming customer engagement into sustainable growth.
LinkedIn →
Andrew Ritchie
Andrew Ritchie
Founder & Strategy Director, Wonder Works Digital
20+ years in marketing and customer strategy. Helps organisations design customer journeys that inspire connection and measurable growth.
LinkedIn →
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Future panellist
Passionate about CX? We're always looking for authentic, experienced professionals who want to give back.
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📅 Add to your calendar

Add the full series to your calendar so the date is always in your diary — sessions appear automatically each month, no manual updates needed. Turn on reminder emails in Subscriber Preferences so we can send you the confirmed topic and guest panellists a few days before each session.

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📅 Add to calendar — Use the links above to add the full recurring series to your calendar so you always know when the next session is on. Sessions appear automatically each month — no manual updates needed.

🔔 Turn on reminder emails — Your calendar will show the date, but reminder emails do much more. A few days before each session we'll send you the confirmed topic, guest panellists. Manage this in Subscriber Preferences.
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Subscribe free to watch the latest replay. Upgrade to Membership for the complete archive, transcript search, and the ACXPA practitioner resource library.

  • 🎬 Latest replay free — subscribe in 30 seconds, no credit card
  • 📚 Full archive (Members) — every past session on demand
  • 🔍 Transcript search (Members) — find any moment across all sessions
  • 🏆 CX Hub (Members) — Australia's most comprehensive CX resource library
  • 📊 CX Rankings (Members) — CX benchmarking data
  • 🎤 Ask the panel (Members) — get your question tackled by experts live

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Now recruiting panellists

🎤 Want to join the panel?

We're looking for experienced CX leaders, practitioners and vendors to join our rotating panel. No scripts, no sales pitches — just sharp, unscripted discussion that shapes the industry.

  • Build your profile as a thought leader in front of a live industry audience
  • Get exposure across video replays, searchable transcripts, key moments highlights and social channels
  • Held first Wednesday of each month, 14:00–15:00 AET
Apply to join the panel →