Ensuring your customer strategy is rooted in accessibility has never been more important, or more accepted by companies across the board. The values a brand has can be reflected here, and the moral and legal obligation to provide access to vulnerable customers sits alongside the commercial sense of providing access to all potential customers.

However, the risk of developments such as digitalisation meaning customer are excluded is a growing challenge which must be addressed. This often takes the investment of time and resources and can sometimes be something of an afterthought when upgrading or transforming a CX structure. This discussion will focus on how to keep accessibility ad a central tenet of your CX plan, considering:

• Outlining the critical importance of inclusivity within your CX strategy in a world of increasing brand focus – what do you risk by not investing here?
• Where to start – what are the critical pillars to have in place as part of an accessibility strategy?
• How can technology help here – and in what ways can increased automation provide a hindrance in delivering a more accessible CX ecosystem?