Successful companies know that focusing on customer experience (CX) to create inclusive, intuitive online experiences has a direct impact on the bottom line. Nonprofit organizations, associations, and government agencies are quickly catching up, as more and more consumers engage primarily online.
Inclusive CX means that every customer can fully engage with and participate in your digital experience. It provides equal access to people who might otherwise be excluded or marginalized from a resource or experience.”
What can brands do to deliver faster, better, more accessible and inclusive digital services that meet—and even exceed—customer expectations?
In this session, we will discuss the following:
- What we mean by “inclusive” CX, and the case for putting people first in the digital experience
- The role of human-centered design in CX
- Who is doing it well in the private and public sectors, and lessons learned
- How to jumpstart the CX improvement process in your organization