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As diversity remains a CXPA Core Value, the Diversity Advancement Committee is committed to ensuring a culture of inclusivity and belonging, where everyone is welcomed. One of the 2024 initiatives of the DEI Committee is to increase awareness about celebrations and observances with which you may not be familiar, but that may be important to your fellow members, colleagues, and customers.

Mental Health Awareness Month observed in May each year since 1949, and World Mental Health Month observed in October of each year since 1992, are both opportunities to raise awareness about mental health issues and “help people recognize the ways mental illness impacts their lives, educate people about available services, and highlight ways to advocate—even if they don't have a mental illness.”

Many organizations provide free resources to the public to support mental health, including toolkits and guides, which can be found here , here, and here. It is important to note that mental health remains stigmatized across different regions globally. In many ethnic communities, mental health is perceived as a weakness, something to be kept secret, or a source of shame. This stigma is particularly pronounced in BIPOC communities. Despite these challenges, efforts to increase awareness and understanding of mental health continue, with organizations and individuals working to break down barriers and provide support.

CX and Mental Health
One of the authors of this article is Scott Lee Holloway, CCXP, and he is a certified Mental Health First Aider. Scott is passionate about inclusive CX design, and awareness of mental health considerations is a vital part of ensuring the right out

comes are delivered for any organization’s customers.

In fact, at APS Bank, Scott delivers regular training, which includes diving into aspects of vulnerability and how to support customers who may be vulnerable. Just as Mental Health Awareness Month encourages open conversations and support networks to address mental health challenges, CX initiatives aim to create meaningful connections and positive experiences between businesses and their customers.

According to the World Health Organization (WHO), approximately 1 in 4 people worldwide will experience a mental health issue, placing these concerns within the CX sphere in many instances. While CX professionals cannot solve all the world’s problems, begin brainstorming ways in which you can help and provide support in the CX context, even if that includes redirecting the individuals concerned to reference points who are better equipped to provide support than you are. But importantly, consider mental health when assessing the needs of your customers and stakeholders. 

Supporting Your Customers and Colleagues
Mental health is about more than a group of illnesses. It includes emotional, psychological, and social well-being. As leaders, we must learn to prioritize not only our own mental health, but that of our teams and customers. This post from the organization Lyra shares the importance of building trust in the workplace. Not only does building trust increase psychological safety but “when employees trust their leaders and believe that they have employees’ best interests at heart, they’re more likely to stay engaged, enthusiastic, and productive.” And the same is true with our customers. When we build trust with our customers, they too are more likely to stay engaged and promote our brands.

When employees and customers understand that you are there for them not only for the good times but also for the in-between or even bad times, you create an unparalleled experience for all.

Please visit the CXPA inclusivity and belonging page for more information and resources you can share with others.