The Caribbean Examinations Council (CXC) has experienced significant growth in its digital presence in 2018 as it continues to engage with its various stakeholders online. By deploying a suite of digital platforms which include social media, mobile, live streaming, webinars, intranet and websites to reach more than 500,000 users on a monthly-basis.

The Council’s corporate website (CXC.org) remains the most widely subscribed avenue for our stakeholders to acquire information and educational resources. When compared with the corresponding period in 2017, the average time people stayed on our website increased by 12 per cent, and the percentage of new visitors has increased by five per cent. This increase can be attributed to the fresh relevant content such as the monthly communications bulletins and CXC’s Let’s Talk video series. 

Our website analytics reveal that the main source of our web traffic is via organic search. More than 80 per cent of our users are driven by specific keyword searches, illustrating the crucial nature of efficient Search Engine Optimisation (SEO), which allows users to quickly locate the information they are searching for.

In total, nearly six million stakeholders have engaged CXC via its various online platforms. This has been streamlined via the introduction of Freshdesk - an online cloud-based customer service software which provides helpdesk support. Through automation, Freshdesk has allowed CXC the opportunity to address its stakeholders’ queries by integrating various channels into a single ticketing platform. Freshdesk will allow CXC the ability to meet its customer service targets in an efficient manner.  

Throughout the year, CXC has utilized social media to inform and engage its users by providing current news, live streams, webinars, educational and inspirational messages, and to amplify posts from our partner agencies. Facebook remains our most dominant platform reaching a monthly average of 250, 000 users. Facebook audience has grown by ten per cent.  Twitter has also grown steadily, and our users have watched the equivalent of 144 days of video content on YouTube. 

There has also been significant collaboration in the development of the learning hub, its integration with Freshdesk, and the assistance with the implementation of the beta launch. As the launch of the hub nears, the role of digital will be further enhanced as another touch point to engage with our users online.
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