Named one of the leading customer experience (CX) leaders in the world, Justin Tippett’s 30-year career began on the phone in a call centre; today he’s CEO of the Australian Customer Experience Professionals Association. His expertise spans the impact of AI on CX, the importance of empathy and personalised service, and the need for strategic investment in both technology and human skills.

There’s a been a shift, he says, in call centres handling simple, transactional calls to more complex interactions due to technological advancements. AI has enabled customers to self-serve, by reducing basic queries handled by agents. This shift makes empathy and interpersonal skills crucial for handling intricate customer issues. Justin questions whether companies are investing enough in training their personnel for these higher-level skills.

He explains to host Ingrid Maynard that smaller businesses excel in building personal connections with customers, a practice larger companies could learn from despite their scale challenges. A holistic CX approach, understanding the customer’s lifetime value, and balancing technology with human interaction are essential.

MORE INFORMATION   

Australian Customer Experience Professionals Association 
https://acxpa.com.au/

The Sales Doctor 
https://thesalesdr.com.au/   

The Sales Revolution Book 
https://thesalesdr.com.au/the-sales-revolution-book/ 

Named one of the leading customer experience (CX) leaders in the world, Justin Tippett&rsquo;s 30-year career began on the phone in a call centre; today he&rsquo;s CEO of the Australian Customer Experience Professionals Association. His expertise spans the impact of AI on CX, the importance of empathy and personalised service, and the need for strategic investment in both technology and human skills.
There&rsquo;s a been a shift, he says, in call centres handling simple, transactional calls to more complex interactions due to technological advancements. AI has enabled customers to self-serve, by reducing basic queries handled by agents. This shift makes empathy and interpersonal skills crucial for handling intricate customer issues. Justin questions whether companies are investing enough in training their personnel for these higher-level skills.
He explains to host Ingrid Maynard that smaller businesses excel in building personal connections with customers, a practice larger companies could learn from despite their scale challenges. A holistic CX approach, understanding the customer&rsquo;s lifetime value, and balancing technology with human interaction are essential.
MORE INFORMATION&nbsp; &nbsp;
Australian Customer Experience Professionals Association&nbsp; <a href="https://acxpa.com.au/">https://acxpa.com.au/</a>
The Sales Doctor&nbsp; <a href="https://thesalesdr.com.au/">https://thesalesdr.com.au/</a>&nbsp; &nbsp;
The Sales Revolution Book&nbsp; <a href="https://thesalesdr.com.au/the-sales-revolution-book/">https://thesalesdr.com.au/the-sales-revolution-book/</a>&nbsp;

The sales process is broken. What’s required is a revolution. A revolution to engage with other people, whether they be direct customers, employees, or the greater business community.

Leading the charge is Ingrid Maynard, Founder and Managing Director of The Sales Doctor. Ingrid’s pathway to Enrichment Philosophy evolves the sales process and mindset, freeing up sales teams to achieve outcomes beyond what they dare to imagine.

The Sales Revolution is a podcast which explores these concepts, and introduces other leaders on their approach to business and sales.

The Sales Revolution Book 
https://thesalesdr.com.au/the-sales-revolution-book/ 

The sales process is broken. What&rsquo;s required is a revolution. A revolution to engage with other people, whether they be direct customers, employees, or the greater business community.
Leading the charge is Ingrid Maynard, Founder and Managing Director of The Sales Doctor. Ingrid&rsquo;s pathway to Enrichment Philosophy evolves the sales process and mindset, freeing up sales teams to achieve outcomes beyond what they dare to imagine.
The Sales Revolution is a podcast which explores these concepts, and introduces other leaders on their approach to business and sales.
The Sales Revolution Book&nbsp; <a href="https://thesalesdr.com.au/the-sales-revolution-book/">https://thesalesdr.com.au/the-sales-revolution-book/</a>&nbsp;

The sales process is broken. A revolution is required to engage with customers, employees and the greater business community.

The Sales Revolution

The sales process is broken. What’s required is a revolution. A revolution to engage with other people, whether they be direct customers, employees, or the greater business community.

Leading the charge is Ingrid Maynard, Founder and Managing Director of The Sales Doctor. Ingrid’s pathway to Enrichment Philosophy evolves the sales process and mindset, freeing up sales teams to achieve outcomes beyond what they dare to imagine.=

The Sales Revolution is a podcast which explores these concepts, and introduces other leaders on their approach to business and sales.

The Sales Revolution Book 
https://thesalesdr.com.au/the-sales-revolution-book/ 

The sales process is broken. What&rsquo;s required is a revolution. A revolution to engage with other people, whether they be direct customers, employees, or the greater business community.
Leading the charge is Ingrid Maynard, Founder and Managing Director of The Sales Doctor. Ingrid&rsquo;s pathway to Enrichment Philosophy evolves the sales process and mindset, freeing up sales teams to achieve outcomes beyond what they dare to imagine.=
The Sales Revolution is a podcast which explores these concepts, and introduces other leaders on their approach to business and sales.
The Sales Revolution Book&nbsp; <a href="https://thesalesdr.com.au/the-sales-revolution-book/">https://thesalesdr.com.au/the-sales-revolution-book/</a>&nbsp;

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