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:
‘Does The Hospitality And Service Industries Need More People With Disabilities?‘, where I detailed an exceptional service experience I had with a young man that was operating the coffee station at the Novotel Aerocity in New Delhi who could neither hear nor talk; and In a podcast about the efforts
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