Trying to Control the Uncontrollable

By Gabe Smith,CCXP posted 30 days ago


Here at CXPA, we’re proud to offer resources to arm CX professionals with better strategies and tactics to improve their customer experience and drive customer-centricity in their organizations. We offer a lively discussion forum and engaged, passionate local networks around the world comprised of some of the most supportive people you’ll ever meet. We bring together mentors and mentees to help our members grow professionally. In essence, we try to help our audience take control of their professional journey in the customer experience field.

But we understand that sometimes this isn’t enough, and that some things are simply uncontrollable.

My friend Sarah Noll Wilson is an organizational development consultant and executive coach. Her team recently addressed a group of business owners, and Sarah wrote about the experience in a recent blog post, saying, “To the business owners in the audience, I know that so much of our identity is tied to being a business owner. How the business performs feels like a direct reflection of our worth as an individual. But right now, there are circumstances out of our control. There are new challenges that we never could have prepared for. How your business is performing or surviving is not a reflection of you. A business failing or struggling does not mean you failed. It means that a global pandemic hit and the economy crashed and the world caught on fire. If it ever becomes too much. If you ever question if you are worthy. If you find yourself struggling with your mental health, know that you are loved. You are worthy. And we need you here in this world.”

CX professionals, like so many others, are under immense pressure to produce results. To raise their NPS scores. To tie CX results to business KPIs. To find that next career opportunity. But we know that, for each of those variables, there are many things that are simply out of our control. And that pressure—that drive to control--can lead to unhealthy stress, which can negatively affect mental health.

Even if you’ve not experienced these particular pressures, chances are that one of your co-workers, customers, friends, and partners has. 2020 has strained each of us, whether at work or at home, and more than ever we need to support one another. Consider sharing the resources below to help support and care for your team, and join us on CX day to affirm our unity in the face of challenges.


October is Suicide Prevention Awareness Month. If you or someone you know has had thoughts of self-harm, here are some resources that can help:

National Suicide Prevention Lifeline: 1-800-273-8255

International Association for Suicide Prevention

Crisis Text Line Text HOME to 741741