Since 2021, Execs In The Know’s Leading with Impact program has focused on raising awareness surrounding mental health. Our aim is to continue working to break past the stigma often associated with mental health issues and address these issues head-on. Our actions, no matter how big or small, can provide hope to those who are struggling. We’re working alongside organizations to help companies and individuals move down a stigma-free path, where those affected by mental health challenges can seek support without fear of judgment.

That context becomes especially visible in the day-to-day reality of work, where experience is shaped not only by what is measured, but also by what is felt beneath those measures.

Behind the Metrics

In the rhythm of a typical workday, especially in customer-focused environments, much of the attention is directed outward toward performance metrics, service levels, and the consistency of the experience being delivered. Dashboards update in real time, targets are tracked, measured, and optimized, and every interaction is an opportunity to reinforce trust, solve a problem, or strengthen a relationship.

Behind those measures, however, are individuals navigating competing priorities, constant interaction, and the expectation to remain responsive, steady, and engaged. The pace can be dynamic, at times unpredictable, and often shaped by variables outside anyone’s control. And within that pace, there is an ongoing balance between output and capacity, between responsiveness and recovery.

Mental health, in this context, is rarely a single moment or a clearly defined event. It is cumulative. It reflects how work is structured, how communication flows, and how individuals move through their day. It is influenced by the volume of interactions, the complexity of customer needs, and the degree of autonomy individuals have in managing both.

It also shows up in ways that are not always immediately visible. In the tone of a conversation, the patience within a customer interaction, and in the ability to remain present through complexity, to listen fully, and to respond with clarity. Over time, these small moments shape the overall experience for both employees and the customers they serve.

A Different Kind of Visibility for Leaders

For leaders, this creates a different kind of visibility. Not one rooted solely in outputs, but in patterns. How teams are pacing themselves across a week or a quarter. How often can they reset between periods of intensity? How consistently they are supported in maintaining both performance and well-being over time.

These patterns are not always captured in traditional reporting, yet they influence many of the outcomes organizations care most about: engagement, retention, service quality, and consistency. They also indicate how sustainable those outcomes are over longer periods.

Where Employee and Customer Experience Meet

Across many organizations, there is a growing awareness of these dynamics. Conversations around flexibility, workload, and support systems have become more integrated into how teams operate. In some cases, this includes more deliberate approaches to scheduling and staffing. In others, it shows up in how leaders communicate expectations, set priorities, and create space for focus.

Rather than existing in isolation, employee experience and customer experience are increasingly understood as interconnected parts of the same ecosystem. The conditions in which employees work (how supported they feel, how clearly they understand expectations, or how manageable their workload is) can influence how consistently they deliver for customers. The relationship is not always explicit, but it is observable.

How It Shows Up in the Work

When employees have the space to focus, recover, and feel supported in their roles, it often carries over into how they engage with each other and with customers. Interactions may feel more measured. Problem-solving can become more collaborative. Consistency, which is central to many customer experience strategies, becomes easier to sustain.

At the same time, the absence of that support can also surface in subtle ways. A slight delay in response, shorter interaction, or a missed opportunity to fully resolve a concern. These are not necessarily indicators of intent or capability, but reflections of the broader environment in which work is taking place.

Moments like May offer an opportunity to notice these connections more clearly. Not as a departure from day-to-day operations, but as a lens through which to view them. A way to reflect on how systems, expectations, and support structures are aligning with the realities of the people within them. It is a chance to observe what is working well and where there may be opportunities to adjust.

Small Shifts, Meaningful Impact

In practice, this reflection can take many forms. For some organizations, it may involve revisiting how workloads are distributed across teams or how demand peaks are managed. For others, it may include examining how communication flows, whether priorities are clear, whether feedback is timely, and whether individuals have the information they need to do their work effectively.

It may also include a closer look at how time is experienced throughout the day. The spacing between meetings, the ability to focus without interruption, or the presence of natural pauses allows individuals to reset before moving into the next task or interaction. These elements, while operational, contribute to the overall work experience. Over time, they shape how sustainable the experience feels and how consistently individuals can bring their full attention to their work.

For customer-facing teams, this is particularly relevant. The nature of the work often requires continuous engagement: listening, responding, solving, and adapting in real time. It is work that draws not only on technical knowledge, but also on emotional awareness and communication skills.

Sustaining that level of engagement over time is influenced by more than training or process. It is shaped by the environment in which the work takes place: the clarity of expectations, the availability of support, and the extent to which individuals can recharge between interactions.

An Ongoing Perspective

As organizations continue to evolve their approaches to both employee and customer experience, there is an increasing opportunity to consider these elements together. To view them not as separate initiatives, but as interconnected aspects of how value is created and sustained.

This perspective does not require a single model or a defined endpoint. Instead, it is an ongoing process of observation and adjustment. A willingness to look at how work is experienced in practice and how that experience aligns with the outcomes organizations are aiming to achieve. Within that process, awareness plays a central role.

So as May unfolds, the opportunity is not limited to acknowledgment. It is an opportunity to notice and observe how teams are operating, how individuals are engaging, and how the conditions of work are supporting, or at times challenging, the ability to sustain performance over time. It is also an opportunity to remain curious and to explore where small adjustments might create meaningful shifts. To consider how clarity, capacity, and support are experienced across different roles and teams.

Not as a one-time focus, but as part of an ongoing approach to building environments where both people and performance can be sustained. Because at the center of every interaction, every metric, and every outcome are individuals, bringing their attention, their energy, and their perspective to the work in front of them.

And in that sense, Mental Health Awareness Month serves less as a standalone initiative and more as a moment of clarity, a reminder of the conditions that support sustained performance, thoughtful engagement, and the kind of customer experiences that feel both effective and human over time.

Take Action

Since 1949, Mental Health Awareness Month has been a driving force in addressing the challenges faced by millions of Americans living with mental health conditions, and this year, the National Alliance on Mental Illness (NAMI) is calling on everyone to take action, raise their voice, and help change the conversation around mental health.

Whether you share your personal journey, raise awareness on social media using #MyMentalHealth, or simply show up for someone in need, every action helps break stigma and build a more supportive world. If you or someone you know is struggling, the NAMI HelpLine offers free, nationwide peer support — available Monday through Friday, 10 a.m. to 10 p.m. ET — by calling 1-800-950-NAMI (6264), texting “HelpLine” to 62640, or visiting nami.org.

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Let’s be honest: CX leadership is demanding. The pace is fast, the stakes are high, and the pressure to balance business goals with human outcomes is relentless. Leaders are tasked with steering transformation, managing hybrid teams, and navigating rising consumer expectations, all while showing up as emotionally intelligent and empathetic guides for their people. In this environment, mental health isn’t a luxury; it’s a cornerstone of leadership effectiveness.

The Weight of CX Leadership

Customer experience leaders are wired to care. Empathy isn’t just part of the job description; it’s the job. However, that emotional investment can come at a cost if mental well-being isn’t actively protected and prioritized.

According to Mental Health America, nearly 1 in 5 adults in the U.S. lives with a mental health condition. That number includes leaders. It consists of the high-achieving, relentlessly driven executives who quietly power through long days and back-to-back meetings, while privately battling anxiety, burnout, or depression.

The demands of CX leadership often mask the need for mental health care. You’re busy caring for customers and coaching your teams to do the same. But who’s checking in on you?

Mental Health is a Leadership Skill

Historically, we’ve drawn a hard line between mental health and leadership capability, as if the two lived in separate worlds. But the truth is, strong mental health enables strong leadership. It sharpens decision-making, improves communication, and fuels resilience.

When leaders prioritize their well-being, they create space for others to do the same. They set the tone for a workplace culture where emotional safety and high performance are not at odds, but deeply connected.

Mental Health Awareness Month is a timely reminder that leadership is not about perfection; it’s about presence. Presence requires clarity, calm, and capacity, all of which are hard to maintain when mental health is neglected.

The Ripple Effect of Awareness

CX leaders have a unique platform. They influence not just internal culture but the customer-facing brand. By acknowledging the importance of mental health, openly, visibly, and consistently, they reduce stigma. They model what it looks like to prioritize wellness without compromising impact.

This kind of modeling matters. It encourages team members to speak up when they’re struggling, shifts the tone from silence to support, and positions organizations to retain talent, reduce burnout, and build more compassionate customer experiences from the inside out.

What You Can Do This Month and Beyond

• Talk about it. Start with your team. Normalize conversations about stress, boundaries, and self-care.
• Model healthy behaviors. Take real breaks. Use your PTO. Protect your personal time.
• Support resources. Ensure mental health benefits are available, well communicated, and accessible.
• Check in, often. One-on-ones are a chance to ask how someone is doing, not just what they’re doing.

Finally, lead yourself as you lead others with empathy, accountability, and care.

This May, let’s not treat mental health as an afterthought. Let’s treat it as a strategy because the best CX starts with leaders who are well, mentally, emotionally, and fully human.

Looking for a place to start? The National Alliance on Mental Illness (NAMI) offers a wealth of resources specifically for leaders, caregivers, and individuals navigating mental health challenges. From toolkits and support groups to workplace mental health guides, NAMI is a trusted source for education, connection, and action.

This Mental Health Awareness Month, take a moment to explore what’s available—not just for your team, but for yourself.

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Why Mental Health Matters for Leadership

Mental health is no longer a sidebar topic—it’s central to the sustainability of our organizations. The demands placed on leaders and employees alike have intensified, with them, the need for robust mental health support systems. When we neglect mental health, we risk not only the well-being of our people but the very foundations of our businesses.

The link between mental health and productivity is well-documented. Employees who feel supported are more engaged, productive, and likely to stay with an organization long-term. But a deeper, more human element is at play beyond the numbers. Leadership is about people; people are at their best when they feel understood, valued, and supported.

The Role of Leadership in Mental Health

As leaders, our influence can shape the culture and values of our organizations. Although these are important steps, offering wellness programs or mental health days is not enough. Authentic leadership involves fostering an environment where mental health is openly discussed, where stigma is actively removed, and where every team member feels safe to voice their struggles without fear of judgment or retribution.

This requires us to be vulnerable, share our experiences, and lead by example. Doing so creates a ripple effect that encourages others to prioritize their well-being and seek help.

Read our latest article Why Supporting the Mental Well-Being of Employees and Senior Leaders Is Good for Business (and Just the Right Thing to Do) from our July 2024 issue of CX Insight magazine.

A Partnership for Change

Execs In The Know has partnered with NAMI to bring mental health awareness to the forefront of our industry. Together, we are working to remove the stigma associated with mental health challenges, promote open dialogue, and provide resources that can make a tangible difference.

Through NAMI’s Suicide Prevention Month Partner Toolkit, leaders are equipped with the tools to amplify awareness, engage in meaningful conversations, and drive impactful change within their organizations.

How You Can Lead with Impact

Champion a Mental Health-First Culture  

Start by integrating mental health into your organization’s core values. Ensure that mental well-being is prioritized over physical health and safety. This means more than offering wellness programs; it means embedding mental health awareness into every facet of your organization—from onboarding processes to daily team interactions.

As a leader, model this by openly discussing mental health and encouraging others to do the same.

Provide Accessible Resources and Support

Equip your employees with the tools and resources to manage their mental health effectively. This could include access to mental health professionals, employee assistance programs, and comprehensive benefits that cover mental health services.

Additionally, consider implementing regular mental health check-ins, where employees can anonymously express their concerns or seek guidance. Integrate these resources into your company’s communication channels to make it easy for your team to find and utilize them.

Foster Open Communication and Psychological Safety

Cultivate an environment where employees feel safe discussing their mental health without fear of judgment or negative consequences. Psychological safety is a cornerstone of innovation and productivity; employees are more likely to share ideas, take risks, and collaborate effectively when they feel secure. Lead by example—share your experiences with mental health challenges and actively listen to your team’s concerns. 

Train Leaders and Managers

Your leadership team plays a critical role in setting the tone for mental health in the workplace. Invest in training programs that educate managers and leaders on recognizing signs of mental health struggles, approaching sensitive conversations, and supporting their teams effectively.

Empower your leaders to be the first defense in preventing burnout, identifying early warning signs, and offering support before a crisis occurs.

Promote Work-Life Balance

Encourage a culture that respects boundaries and promotes work-life balance. Recognize that overwork and stress can be significant contributors to mental health issues. Implement policies that support flexible working arrangements, encourage regular breaks, and promote time off to recharge.

As a leader, respect these boundaries yourself, demonstrating that it’s okay to step away and prioritize personal well-being.

Engage in Continuous Learning and Advocacy

Stay informed about the latest developments in mental health research and advocacy. Participate in industry-wide discussions and collaborate with organizations like NAMI to stay ahead of best practices. Use your influence to advocate for mental health awareness within and outside your organization.

By being a continuous learner and advocate, you set a powerful example for your team and contribute to broader societal change.

Measure Impact

Finally, mental health initiatives should be treated rigorously as any other business objective. Set clear goals, measure outcomes, and hold yourself and your organization accountable for progress. Regularly review and refine your mental health strategies based on feedback and results. Show your commitment by sharing your progress with your team and celebrating successes like any other critical business milestone.

By embracing these actions, you don’t just lead—you lead with impact. You contribute to creating a workplace where mental health is prioritized, and everyone feels supported, valued, and empowered to thrive. This September and beyond, let’s ensure that our leadership makes a lasting difference in the lives of those we lead.

A Call to Lead with Purpose and Compassion

September is more than just a month on the calendar—it’s a call to action. It’s a time for leaders to support mental health and Lead with Impact. By prioritizing the mental well-being of our teams, we not only enhance our organizations but contribute to a broader movement that can change lives.

This September, let’s commit to making a difference that truly matters. Together, we can foster hope, support mental health, and save lives.

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This initiative aims to empower individuals living with mental health conditions, challenge societal misconceptions, and promote understanding and compassion.

Join us as we delve into the heart of NAMI’s campaign and explore how it is reshaping the narrative around mental health.

It’s an opportunity for all of us to come together and remember the inherent value we each hold — no matter our diagnosis, appearance, socioeconomic status, background or ability. We want every person out there to know that if all you did was wake up today, that’s more than enough. No matter what, you are inherently worthy of more than enough life, love and healing. Showing up, just as you are, for yourself and the people around you is more than enough.

Embracing Self-Acceptance: You Are #MoreThanEnough

At the core of NAMI’s #MoreThanEnough campaign is the powerful message of self-acceptance. People living with mental health conditions often face an internal battle, struggling with self-doubt and a sense of inadequacy. NAMI seeks to change this narrative by emphasizing that individuals are more than their diagnoses.

Through personal stories and shared experiences, the campaign highlights the inherent worth and strength possessed by each person, fostering a sense of self-acceptance and empowerment.

Celebrating Resilience

Living with a mental health condition requires immense strength and resilience. NAMI’s campaign aims to celebrate the triumphs and resilience of individuals navigating their mental health journeys. By showcasing stories of resilience, the campaign encourages others to embrace their own strength and realize that they too possess the power to overcome challenges.

#MoreThanEnough serves as a powerful reminder that no matter the hurdles one faces, they are not defined by their struggles, but rather by their ability to rise above them.

Breaking Down Stigmas

Stigmas surrounding mental health can perpetuate stereotypes, isolation, and prevent individuals from seeking help. NAMI’s campaign confronts these stigmas head-on, challenging misconceptions and dismantling the barriers that hinder open dialogue about mental health.

By encouraging honest conversations, promoting empathy, and providing accurate information, #MoreThanEnough aims to reshape societal attitudes toward mental health. This transformation will pave the way for increased understanding, compassion, and ultimately, more effective support systems.

Fostering Inclusivity

NAMI’s campaign recognizes the importance of inclusivity in mental health discussions. Mental health conditions do not discriminate based on age, gender, race, or any other societal constructs. #MoreThanEnough strives to ensure that everyone’s experiences are acknowledged and validated.

By amplifying diverse voices and experiences, NAMI encourages an inclusive dialogue that dismantles systemic biases and promotes equal access to mental health resources and support.

Advocacy and Action

The #MoreThanEnough campaign extends beyond awareness; it also serves as a call to action. NAMI urges individuals to actively engage in mental health advocacy by sharing their stories, supporting local mental health organizations, and advocating for policies that prioritize mental health care.

The campaign empowers people to make a tangible difference, creating a ripple effect that will help shape a society where mental health is treated with the importance and care it deserves.

Making an Impact on Mental Health Awareness

NAMI’s #MoreThanEnough campaign is a powerful reminder that every individual living with a mental health condition is more than enough – they are resilient, strong, and deserving of understanding and support. By promoting self-acceptance, challenging stigmas, fostering inclusivity, and advocating for change, NAMI is making a significant impact on mental health awareness.

Let us join forces with NAMI this Mental Health Awareness Month to create a world where mental health is prioritized, stigma is eradicated, and every person feels seen, heard, and supported. Together, we can make a difference, one compassionate step at a time.

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In 2019, organizations were just beginning to grasp the wide-ranging nature of mental health obstacles within the workplace, the need to address the stigma, and the interconnectedness to diversity, equity, and inclusion (DEI).

Brands play a crucial role in creating a supportive environment for their employees, and in this blog post, we’ll discuss why mental health awareness is essential for businesses, how the National Alliance on Mental Illness (NAMI) supports mental health, and how brands can show their support and take care of their employees.

Why Is Mental Health Awareness Essential for Businesses?

Mental health is not a personal problem; it is a societal one. Mental health concerns affect businesses and have far-reaching consequences like absenteeism, reduced productivity, and employee turnover. Nearly one in five adults in the U.S. experiences mental illness, and the cost of untreated mental illness is staggering both for individuals and businesses alike.

In this era of profound societal transformation, we find ourselves witnessing remarkable shifts in company cultures and the way employees perceive mental health. As employers have recognized the importance of investing more in this realm, employees, quite rightly, have raised their expectations accordingly. Looking ahead, the future of workplace mental health necessitates a significant cultural transformation, one that embraces greater vulnerability, compassion, and sustainable approaches to work.

It’s essential that organizations prioritize mental health awareness and create a supportive environment where employees feel comfortable talking about their mental health.

How NAMI Supports Mental Health

NAMI is the nation’s largest grassroots mental health organization. The organization works to raise awareness of mental health conditions, provide support and education for individuals with mental illness, and advocate for better policies that keep people living with mental illness healthy and safe.

NAMI offers a range of programs, including support groups, educational resources, and an information helpline. Companies can show their support for mental health by partnering with NAMI or donating to their programs.

We encourage you to listen to “Hope Starts With Us Episode 19: “Stress, Anxiety and Coping.” In this podcast episode, NAMI CEO Daniel H. Gillison Jr. speaks with author, clinical psychologist, and leading anxiety researcher Dr. Tracy Dennis-Tiwary about how we can cope with stress and anxiety.

You can also utilize the 2023 Mental Health Awareness Month Partner Guide for calls to action, ways to engage, social media tips, and fast facts on mental health. Additionally, you can download the Mental Health Action Day Infographic.

On May 24 – 27, NAMI will be hosting NAMICon (in-person) and virtually on June 6 – 8. With 50+ interactive, in-person sessions, a high-energy “Community Hub,” and live social and networking events, this is one event you don’t want to miss! Register today.

How Organizations Can Take Care of Their Employees

To create a supportive work environment, companies can prioritize mental health initiatives. This can include providing access to mental health care, offering mental health days or leave, and hosting mental health training programs that empower employees to recognize potential signs of mental illness amongst themselves and their colleagues.

It’s also essential to provide support to employees by offering confidential counseling sessions, creating a safe space for people to open up about their mental health struggles, and promoting employee wellness and self-care.

How Your Brand Can Get Involved

There are various ways your company can get involved in mental health awareness month. These are just a few:

• Host a fundraiser for NAMI or any other organization that supports mental health
• Host a seminar or a workshop on mental health and well-being
• Encourage employees to share their stories to break the stigma
• Create a mental health wellness program with resources for employees
• Offer employees a paid day off to take care of their mental health

Together We Can Break the Stigma

As we observe Mental Health Awareness Month, let’s take a moment to reflect on the importance of mental health and its impact on businesses, individuals, and society. By prioritizing mental health awareness, brands can create a supportive environment and take care of their employees.

Organizations like NAMI are an essential resource for individuals and companies that want to support mental health. Together, we can break the stigma, promote mental wellness, and create a healthier, happier world.

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