The focus on D&I has increased massively in 2021, with many companies embedding practices in their recruitment processes, employee experience and culture to create a more diverse and inclusive workplace. However, there are few examples of the same D&I considerations being applied to the customer experience.
There are widely shared statistics showing that less diverse companies experience higher churn as well as lower productivity and poorer decision-making within teams. And yet, this link is rarely made in terms of CX. There are key moments in the customer journey where taking into account D&I factors will heavily impact the experience - so it's critical we address this, or it won't be long until similar statistics emerge echoing lower customer retention and satisfaction rates, when inclusive experiences aren't delivered.
This shift in focus is coming, and there are three key reasons why: