# The new CX team **URL:** \ **Category:** Uncategorized\ **Created:** [February 27, 2025, 10:40pm UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220 "2025-02-27T22:40:40Z")\ **Posts on this page:** 15\ **Page:** 1
**Author:** ![Lucien](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/lucien/32/75325_2.png) [@Lucien](https://community.gemsofwar.com/u/Lucien)\ **Post date:** [February 27, 2025, 10:40pm UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/1 "2025-02-27T22:40:40Z")
I didnt want to post this because i didnt want to come across like a massive 🍆. But it seems this new CX is worse at communication than the old Aus one. Never thought i would say this but i want kafka back. ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [February 28, 2025, 2:03am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/3 "2025-02-28T02:03:16Z")
> [@Changes in Community/Support](https://community.gemsofwar.com/t/changes-in-community-support/86980/55): > > P2 is still handling them - there is a 3-5 business day reply expected reply period for tickets normally. Our studio is not open on weekends, and we just had a public holiday on Monday. I say “normally” as I know there are tickets we have that are awaiting replies, and have been for a longer period of time. I’m doing what I can with Gman to clear these, before the transition… but again, already a skeleton crew just got made even smaller, with more work to do. > > And at the moment as mention in the original post, there will be some extended delays as we have lost a chunk of the CX team who work on these tickets. Not sure who you are referring to.. as currently it is LITERALLY just me. We are still in the process of having things be transitioned as Sirrian mention in the original blog. > [@Changes in Community/Support](https://community.gemsofwar.com/t/changes-in-community-support/86980/51): > > Just as some housekeeping with this transition, for now, I will be around collecting bug reports & feedback. > Gman will also be around again on the forum, assisting during the transition while Sokun finds their feet. > > For now, at least this next week or so, they will likely not be assisting with bug reports, or at least not solo. > > They also do not have access to your Support tickets, in future, that will be handled by the 505 Support team. > This will be different from IP2, where we handled both Support & Community in the IP2 CX team. > After the transition is completed, Sokun will be here as your Community Manager (with me around also) and Support tickets will be handled separately by the 505 Support Team. > > Not to say these teams won’t work together and chat, as that is vital in working with a community, addressing issues and sharing information! > > This is a whole shake up to our processes that we have had for years, so your patience will be appreciated while we get this transition underway, get through it, and come out the other side! > > _Just as a personal note, I have never stopped working on Gems of War. I just do not have the capacity to be a **visible** presence on the forum around my other responsibilities. I do share your feedback, test and report bugs and moderate threads. Also, tickets._ ---
**Author:** ![Namour](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/namour/32/2957_2.png) [@Namour](https://community.gemsofwar.com/u/Namour)\ **Post date:** [February 28, 2025, 8:10am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/4 "2025-02-28T08:10:04Z")
> [@Jeto](#): > > Not sure who you are referring to… as currently it is LITERALLY just me. Just hazarding a guess, but I would guess it’s aimed at the new person, Sokun (?) whose seems to have posted just once on 25th January. ---
**Author:** ![Fourdottwoone](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/fourdottwoone/32/66655_2.png) [@Fourdottwoone](https://community.gemsofwar.com/u/Fourdottwoone)\ **Post date:** [February 28, 2025, 8:43am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/5 "2025-02-28T08:43:20Z")
> [@Jeto](#): > > Not sure who you are referring to… as currently it is LITERALLY just me. That’s exactly what Lucien is referring to. New Guy showed up once a month ago, then disappeared without trace. Further cost saving measures? ---
**Author:** ![Lucien](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/lucien/32/75325_2.png) [@Lucien](https://community.gemsofwar.com/u/Lucien)\ **Post date:** [February 28, 2025, 8:46am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/6 "2025-02-28T08:46:45Z")
yes i was referring to the new guy. ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [February 28, 2025, 9:04am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/7 "2025-02-28T09:04:10Z")
Like I had mentioned in my posts > [@Changes in Community/Support](https://community.gemsofwar.com/t/changes-in-community-support/86980/51): > > I will be around collecting bug reports & feedback. > Gman will also be around again on the forum, assisting during the transition while Sokun finds their feet. > > For now, at least this next week or so, they will likely not be assisting with bug reports > [@Changes in Community/Support](https://community.gemsofwar.com/t/changes-in-community-support/86980/51): > > After the transition is completed, Sokun will be here as your Community Manager Sokun will still need time to catch up on 10 years of GoW Community, as well as we are still organising the new processes on how things are going to change in this period - seeing as it’s been the same team, in one office, in one timezone, for a decade. Also, they aren’t only working on as Gems of War Community manager, they still have all their existing responsibilities as well. It is something we do not want to just rush into and throw someone into the deep end with the sharks. All of that, on top of the current workload I now have since Kafka and Bramble are no longer here, means things that may have normally happened within a month or so (adding someone to the Community team) is taking much longer. It taking just over 4 weeks for them to start being active in the forum, given all of this, is unsurprising. Additionally, they are currently on leave, which they had organised before these changes were made. Understandably, you all don’t have all the context of what is happening behind the scenes, but it should not be assumed that a lack of presence at the moment, means a lack of capability. If you have any issue with activity in the forum since we announced these changes, you can share them here - but they are not with Sokun. ---
**Author:** ![Lucien](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/lucien/32/75325_2.png) [@Lucien](https://community.gemsofwar.com/u/Lucien)\ **Post date:** [February 28, 2025, 9:21am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/8 "2025-02-28T09:21:46Z")
Thank you for the transparency. I wrongfully assumed that because sokun introduced himself, it was all systems go. ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [February 28, 2025, 9:28am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/9 "2025-02-28T09:28:58Z")
It has taken a little longer than any of us had originally estimated. But we are all pretty inundated at the moment, and I imagine that will continue for the next month or more. I do not doubt that once things progress, their name will start appearing more frequently. ---
**Author:** ![Lucien](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/lucien/32/75325_2.png) [@Lucien](https://community.gemsofwar.com/u/Lucien)\ **Post date:** [February 28, 2025, 9:35am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/10 "2025-02-28T09:35:35Z")
as i say thank you and again for replying outside of you business hours. ---
**Author:** ![Lucien](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/lucien/32/75325_2.png) [@Lucien](https://community.gemsofwar.com/u/Lucien)\ **Post date:** [December 9, 2025, 3:54am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/11 "2025-12-09T03:54:41Z")
sorry to bring this back up but where is sokun? he has been introduced nearly (if not over) a year ago. and it seems to only be jeto posting and doing all the communication. her workload must be crazy. ---
**Author:** ![Nagflar\_dv](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/nagflar_dv/32/100704_2.png) [@Nagflar\_dv](https://community.gemsofwar.com/u/Nagflar_dv)\ **Post date:** [December 9, 2025, 5:57am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/12 "2025-12-09T05:57:23Z")
> [@Lucien](#): > > her workload must be crazy. and you decide to add her some posts to read xD ---
**Author:** ![Lucien](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/lucien/32/75325_2.png) [@Lucien](https://community.gemsofwar.com/u/Lucien)\ **Post date:** [December 9, 2025, 6:56am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/13 "2025-12-09T06:56:30Z")
and now i see the irony ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [December 16, 2025, 10:22pm UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/14 "2025-12-16T22:22:52Z")
I will share an update to this when i have the time ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [December 16, 2025, 11:57pm UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/15 "2025-12-16T23:57:16Z")
Throwing this very small thing together right now, off the dome. As things have progressed, both mine and Sokun’s workloads have shifted. If anyone is around on MPQ, I’m sure you can imagine how busy Sokun is over there managing their immense community. Especially as now that game has been taken on by a new sector of our IP2 team. So as time has gone on, I have just decided to remain here as active if not more active than normal. At the moment, let’s just go with it’s just me in here for now, with Gman popping in to assist me whenever I am in need (like when I was away last week)… and yes, my work load is wild haha but that fluctuates and is a story for another time. TLDR; Going forward, just expect to see just me in the forum and social spaces. ---
**Author:** ![Lucien](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/lucien/32/75325_2.png) [@Lucien](https://community.gemsofwar.com/u/Lucien)\ **Post date:** [December 17, 2025, 3:31am UTC](https://community.gemsofwar.com/t/the-new-cx-team/87220/16 "2025-12-17T03:31:21Z")
Thank you for taking the time to update us