Digital has become a crucial element for CXC over the past five to year years. However, this year has seen an astronomical performance in terms of stakeholder reach and engagement.

The CXC Website ( is our most critical digital channel. Our stakeholders depend on it for up-to-date resources, news and information. In 2016, CXC released a redesigned website geared towards improving user experience and updating the look and feel to reflect our new brand. Feedback has been provided through Social Media, Email, Website Comments, and Word of Mouth. Predominantly, this feedback has positive as mentioned is made specifically about the professional, clean interface. The negative sentiments are exclusively related to navigation where information cannot be found. Most people attribute not finding information to navigation when in fact that information is no longer on the website such as syllabuses and subject reports which are now located on CXC Store.

One of the most trafficked areas of our website is our new support portal deployed and used for the first time this year. The support portal is where all our FAQs and Community Forums are stored. Users can create support tickets that are managed by internal staff. The support portal also funnels our Social Media messages, specific emails and live chat sessions. Up to October this year, the support portal attracted over 330,000 hits and nearly 15,000 tickets at an average of 50 tickets per day.

We also introduced push notifications on our website. Push notifications on websites is a relatively new technology popularized by mobile apps. It allows us to push messages to our stakeholders even if they are not currently browsing our website. This technology is another powerful tool that has added tremendous benefit to our communication objectives. At the time of writing, we have nearly 17,000 subscribers to our website.

CXC continues to drive Social Media engagement through sharing posts that educate, inform and inspire millions across the region and beyond.

Our most popular platform is Facebook. We currently have 132,732 likes; an increase of 15% from 2015. Users have adopted Facebook as the Customer Service channel of choice. This year, we have recorded 1558 conversations via Facebook exclusive of user posts and comments. Our posts have reached over 10 million users between January and November 2016.

On YouTube, users have watched the equivalent of 139 days and 4 hours’ worth of video. This reflects an 83% increase over 2015. This massive increase is a result of an increased number of recorded webinars and events conducted this year.

Email is still a very popular and effective communication tool. CXC’s stakeholder universe is very wide demographically. As an examination board, we communicate with 10 year old children right up to senior citizens. We are always looking for ways to communicate with a larger percentage of our stakeholder in an effective manner. Email is still a very popular and important channel for us. Up to October 2016, we have sent over 630,000 emails. This is an increase of over 300% from 2015.

One of our repeated issues as an organization is that our stakeholders complain about not being informed. This year, we introduced a monthly email bulletin to inform our stakeholders of pertinent news, information and events. We also conducted 27 webinars accumulating 3820 registrations. To improve staff communication, we upgraded the intranet to a social platform encouraging internal communication and collaboration.

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