242: Reflect Commitment To Diversity And Inclusion In Customer Experience

Diversity and inclusion is being considered and displayed more and more, in organizations' brand statements, employee experience (EX), and hiring practices. However, most organizations do not reflect those commitments in the customer experience (CX) they put out into the world. This is a big miss and a big opportunity. In this episode, we discuss with Principal Analyst, Gina Bhawalkar, how to apply the lens of inclusion throughout the product development process. Click the titles below for more on this topic: The Inclusive Design Imperative: Win And Retain More Customers Get Accessibility Right: Recruit People With Disabilities Into The Design Process

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.