great writing, regardless of genre, is all about taking your reader on a journey and engaging them in the process... #writing

not exactly sure why my box to the UK is so delayed?@USPSHelp? @USPS? 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

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

Very good food for thought by @martinhw in @thecustomr 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-diversit…

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

How @British_Airways @Iberia_en and @vueling 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

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

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

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

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

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

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

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

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

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!

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

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

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.

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

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

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