As the Americans with Disabilities Act turns 34, CX leaders are uniquely positioned to make accessibility a priority. “CX plays a critical role in getting accessibility in the conversation that your executives are having and really generating some momentum for it,” Gina Calcaterra Bhawalkar of Forrester told CX Dive.
34 years ago, Congress passed the Americans with Disabilities Act, a landmark piece of legislation that prohibited discrimination on the basis of disability and required equal access to services and products, among other things. But the legislation never considered smartphones, AI or automation in a digital era. And as technological advancements have shaped how businesses serve customers, accessibility hasn’t always been top of mind. “The limitation of the ADA is that it was based on the best-available technology,” Chris Soukup, CEO of Communication Service for the Deaf (CSD), told me. “I think that the challenge is sometimes that the innovation moves so fast that people get left out.” Not only does Congress need to update the ADA for the current state of business and customer experience, but companies need to see the business case for serving deaf and disabled customers. More at CX Dive: https://lnkd.in/es5TZ6S4
