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How do we ensure customer experiences are inclusive?


Forrester has earmarked ‘inclusive CX’ as one of its main trends for 2021. So what is inclusive CX and how can we ensure the customer experience profession is an inclusive one? 2020 CX Leader of the Year finalists Maya Khalifeh and Stacy Sherman join MyCustomer editor, Chris Ward to discuss. 

8th Mar 2021
Editor MyCustomer
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In October of 2020, Forrester announced that inclusion was set to be one of customer experience’s major trends of 2021.

In the video discussion below, we speak with Maya Khalifeh, head of customer experience at INDEVCO Group, and Stacy Sherman, the founder of DoingCXRight and head of CX and EE for Schindler Elevator Corporation NA, about the importance of inclusion in the customer experience profession and why Forrester were right to include 'inclusive' CX as one of their top trends to focus on this year.

In the video, we discuss:

  • Why inclusion is such an important topic and why Forrester has earmarked ‘inclusive CX’ as one of its main trends for 2021.
  • Stacy and Maya's own previous experiences about inclusion in the workplace.
  • Why it is important for customer experience professionals to think about inclusion from an internal perspective
  • How to instill inclusive thinking within the CX department and with employees across your organisation.
  • What we mean by ‘inclusive CX’ as highlighted by Forrester, and what CX professionals can do to make experiences more inclusive.

The imperative of ensuring all areas of business focus on inclusion and diversity were clear before COVID-19, but are even more so since the pandemic, which has disproportionately affected minority groups, as well as bringing home some hugely glaring issues around gender inequality.

In the US alone a McKinsey report found that 2m women were forced to put on hold or step back from their careers in order to care for children or elderly relatives as a result of COVID-19. The number of men having to do so paled in comparison.

McKinsey also explains that there is an economic imperative in creating more equal and diverse workforces, stating there would be $12tn in additional GDP if the gender gap is narrowed by 2025. It also highlighted a potential $2bn increase in potential revenues if financial inclusion efforts broaden services for black Americans.

“When companies invest in diversity and inclusion, they are in a better position to create more adaptive, effective teams and more likely to recognise diversity as a competitive advantage.”

Whilst many businesses work towards building more inclusive and diverse environments for their employees, they also have a commitment to ensure experiences are inclusive for their customers too.  

*Any views expressed in this video discussion are those held by the individuals and not their employers.



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