Building a resilient CX practice starts with us

Building a resilient CX practice starts with us

Sarah Clearwater Sarah Clearwater

Sarah Clearwater

Unlocking growth & impact through customer experience | MD @ REFRAMR | Founder @ CX Collective

发布日期: 2020年5月18日
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Resilience and confidence are closely linked emotions that are often intangible and - at least in the workplace - underestimated. Last week, I spoke with a group of fellow CX Designers about making our design practice more resilient. During the conversation, some beautiful insights emerged that I wanted to share with you: 

  • Resilience and confidence are closely linked. To be confident in an outcome or decision is the prerequisite to feeling and showing up with resilience.
  • Resilience is not a destination but a journey. It's less about 'being there' and more about 'coming back' to it. Over, and over again.
  • Resilience is internal, not external to us. 
  • Lack of trust, burnout and stress are indicators of the state of our environments, more so than indicators of our own abilities.
  • To be able to keep coming back to a state of resilience, we have to 'feel all the feels'. Not being able to show up as our whole selves (and engage with the whole spectrum of our emotions) is draining. The thing that goes first is our ability to respond confidently and authentically to our environment and the conditions we are in. In other words, the thing that goes first, is our resilience.

Are you ready to bring customer experience to the heart of your organisation? Find out more about my 12 week mentoring programme to build confidence in your design practice.  

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