Q5. How did that experience make you feel? #CXChat

Q6. What one or two pieces of advice do you wish you could have given that brand to fix its customer experience? #CXChat

Q7. If you were advising a CEO on his/her company's #CX and you could only focus on one part of #CX that would drive the most value, what would you advise them? Why? #CXChat

Thank you to all of you for participating in #CXChat today and sharing your wonderful insights. We're taking a couple of weeks off for Easter and will be back on April 27.

Join me to today for #CXChat at 11am PT/2pm ET/7pm BST. Topic: The skill set of a #CX professional. #customerexperience #custexp

Welcome to #CXChat! A Twitter chat for participants to connect, learn, and share best practices about #customerexperience and #employeeexperience! #CX #EX.

Chat rules: 1. Say hi and introduce yourself 2. Start answers with A1, A2, A3, etc. 3. End tweets with hashtag #CXChat 4. Engage + Have Fun!

#CXChat today is about the skill set of a #CX professional.

Q1. What do you think are some of the biggest issues as to why #CX Maturity across sectors and the globe is struggling? #CXChat

Q2. Do you think that there is a shortage of skilled #CX workers? Explain your answer. #CXChat

Q3. How does a lack of skilled workers impact #CX maturity? #CXChat

Q4. What are the key technical skills #CX professionals should have? Why these skills? #CXChat

Q5. What are the key soft skills #CX professionals should have? Why these skills? #CXChat

Q6. Do you think there are adequate opportunities for people to learn #CX skills? Why/Why not? #CXChat

Q7. What are the best resources and/or the best places #CX professionals can learn necessary and value-added skills to help them be successful in their jobs? #CXChat

How British Airways Iberia_en and Vueling Airlines are handling my lost luggage situation is deplorable. Their response - either disconnecting me or sending me to a survey on how they’re doing. Glad to see #CX at it’s finest, she said facetiously. #britishairways #iberia #vueling

Not sure why HotelAroundTown took our money twice but only refunded us once. That’s outright theft. #45QueenSt #hotelaroundtown And Travelocity and Expedia whose responsibility it is to resolve have been no help whatsoever!! Sad, sad times in #CustomerService #travelocity

Very good food for thought by Martin Hill-Wilson in Customerland as October is Global Diversity Awareness month. #CX pros and everyone else who is a #DEI advocate: a must-read for you. #diversity thecustomer.net/why-diversity-…

I can't get into my HSBC UK mobile or online banking - anyone else having issues??

not exactly sure why my box to the UK is so delayed?USPS Help? U.S. Postal Service? I'd love to know. When you pay premium prices to get something expedited, you expect premium service. Not a great experience this time - actually quite poor. #CX #customerservice #customerexperience #USPS