Implications for CX Pros in New Report on Burnout and Mental Health

By Gabe Smith, CCXP posted 12-14-2023 09:57 PM

For CX professionals, the commitment to making things better for customers, employees, and their organizations' bottom line takes personal dedication and a tremendous amount of hard work. And it is sometimes that same dedication and work ethic that can lead to burnout, stress, and anxiety.
Insights and CX professionals often collaborate--with researchers generating and interpreting insights, and CX professionals developing strategies to address areas of focus. The Insights Association recently completed a study focusing on burnout and mental health in the workplace. Insights Association members were surveyed over the past year, and several notable findings have implications for CXPA members as well:
  • One-third of respondents described their job as "highly stressful," a 5% year-over-year increase
  • More than half of respondents indicated they experienced "burnout" during the year
  • While a 56% majority indicated that they feel their workplace values employees' mental health, one-third felt that their organization wasn't doing enough to help in this area
The report highlights several strategies that senior executives can implement, such as modeling positive behaviors by taking mental health days and sharing candid reflections on their own experiences with burnout.
As the end of the year approaches, it is worth reflecting on our own mental health and well-being and resolving to take action to ensure we are taking care of ourselves to be at our best personally and professionally.

Each Friday the CXPA staff ends the week with a relaxed meeting that follows the same agenda:
  • What do we have to celebrate this week?
  • What was frustrating this week?
  • What do we need from each other?
  • What are you doing this weekend to recharge?
I’m glad to be part of a team that supports one another in this way and I hope that you have ways to promote well-being in your team and for yourself. 
The full Insights Association report is worth reading, and you can download it for free here (account creation is required).
As you head into the new year, know that the CXPA community is here to help support you too by providing a safe space and supportive peers who understand the challenges of being a CX professional. We wish you, your team, and your families health--in all its forms--in the new year and beyond.