The benefits are real

Customer Satisfaction & Loyalty

Poor experiences lead to dissatisfaction and loss, alienation or triggering of clients.

InclusiveCX provides: a customer experience that enhances satisfaction and builds loyalty among all clients, particularly those who previously faced barriers. Satisfied clients are more likely to come back and recommend your service.

Innovation & Competitive Advantage

Failing to innovate in customer experience can result in falling behind competitors who prioritize inclusivity.

An InclusiveCX approach encourages innovation by considering diverse perspectives and needs. This can provide a competitive advantage as organisations become leaders in offering accessible and inclusive services.

Expanded Market Reach

Excluding or alienating some populations from accessing services limits your potential client base and market opportunities.

InclusiveCX allows organisations to tap into underserved markets, including people with disabilities, low literacy levels, and other vulnerabilities. This can lead to increased revenue and market.

Enhanced Brand Reputation & Trust

Organisations that fail to provide inclusive services damage their reputation and lose the trust of clients.

By finding ways to allow inclusivity and accessibility, organisations can build a positive reputation and foster trust. This leads to stronger client relationships and positive word-of-mouth.

Operational Efficiency

Diverse client needs can lead to increased operational costs and decreased service effectiveness.

InclusiveCX strategies, such as triaging, appropriate capability matching and using inclusive design principles, can streamline operations and improve the effectiveness of service delivery. This ensures that all clients receive high-quality service with minimal strain on system.

Employee Retention & Lost time

Systems not designed to service vulnerabilities lead to employee lost time, exits and low engagement.

InclusiveCX practices provide employees with the knowledge and tools to serve all clients effectively - fostering a more inclusive and supportive work environment. This leads to higher employee engagement and morale.