In a recent prediction, Forrester described 2021 as the year of inclusive customer experience (CX).
When I read that, I wondered if that implied it wasn’t inclusive before.
I’ll leave you to answer that question.
However, putting that to one side, one aspect of inclusivity that is not often discussed is disability.
This is something that I’ve explored before in:
Now, we should applaud these businesses for what they are doing. But, lately and very encouragingly, I’ve started to see more and more technology initiatives aimed at improving the customer experience of people with disabilities.
And, about time too, particularly when you consider that:
The encouraging initiatives I’ve seen include:
These are wonderful examples of technological innovations that are improving both the every day and the customer experience of people with disabilities.
I, for one, hope that we see more and more of these innovations and initiatives developed, funded and used as much as possible.
Then, along with additional efforts to address the needs of other marginalized communities, we will then be able to claim that we are taking a more inclusive approach to customer experience.
This post was originally published on Forbes.com.