Championing Inclusive Customer Experiences

Accessibility is a crucial aspect of inclusivity that is often overlooked in the rush to create innovative customer experiences. For Spencer C. , a speaker and consultant who lives with Deafness, this is more than a professional mission—it’s personal.

I had the good fortune of meeting Spencer in 2020 and have learned so much from him around how those who have hearing loss or deafness navigate a world often not designed with their needs in mind. Spencer’s work sheds light on the barriers faced by millions in the UK when accessing services such as call centres or online retail platforms. His advocacy urges businesses to rethink their approach to accessibility, especially in an era where technology holds the promise of inclusive solutions.

In the UK alone, over 18 million people experience varying degrees of hearing loss or deafness, with approximately 200,000 also living with tinnitus. For these individuals, the seemingly simple act of calling a service provider or shopping online can turn into a frustrating ordeal. Many platforms and systems fail to account for the needs of those with hearing impairments or learning disabilities, leaving them excluded from fully participating in modern consumer experiences.

Having witnessed these challenges firsthand Spencer is determined to bridge the gap. He highlights how a lack of inclusive design in digital and telecommunication systems inadvertently alienates a significant portion of the population.

What Needs to Change?

Spencer argues that businesses must go beyond compliance with accessibility standards and actively design with inclusivity in mind. This includes:

1. Improved Telecommunication Systems. Many call centres rely on auditory cues and rapid-fire exchanges, leaving little room for accommodations. Businesses could implement real-time text (RTT) options and better AI-driven captioning to make these services more accessible.
2. Accessible Digital Platforms. Retail and service websites should include features like screen reader compatibility, adjustable text sizes, and video content with subtitles or British Sign Language (BSL) interpretation.
3. Training for Customer-Facing Teams. Staff should be trained to handle communications with individuals who have hearing loss or learning disabilities, fostering a more empathetic and supportive service environment.
4. Assistive Technology Integration. Companies could collaborate with tech innovators like Jabra , CallTower , and others to integrate hearing-assistive devices into their customer service ecosystems.

Collaborating for Change

Spencer sees immense potential in partnering with organizations such as CGI , CallTower , Jabra Hearing , and even NaT (Air Traffic Control) to design and implement inclusive customer experience strategies. I am leveraging my platform for those connected to these companies to explore partnering with him.

The potential of his consultancy in these partnerships could lead to the development of:

• Customizable Headsets and Devices: For call centres and air traffic control environments, assistive audio technologies that amplify sound without distortion or provide clear, real-time captions can be game-changers.
• Inclusive AI Solutions: AI can help create user-friendly systems that adapt to a range of accessibility needs, such as speech-to-text tools or sign language avatars.
• Advocacy for Standards Beyond Compliance: Encouraging industry leaders to adopt more comprehensive accessibility frameworks can inspire others to follow suit.

Why Inclusivity Matters

At its core, inclusivity isn’t just about serving a specific population, it’s about building systems that work better for everyone. By addressing the needs of those with hearing loss or learning disabilities, businesses can enhance their offerings for all customers.

Spencer is on a mission to create a world where accessibility is no longer an afterthought but a standard. As he continues to engage with industry leaders and raise awareness, his vision serves as a call to action for companies to design experiences that are truly inclusive.

A Call to Action

My work around inclusive leadership involves inviting companies and organisations worldwide to be ready to embrace inclusivity through collaboration. Together, this can pave the way for a future where accessibility and innovation go hand in hand, ensuring that no customer is left behind.

As I use this platform to amplify the talent of others, I want to make it clear that for businesses looking to make a tangible impact, Spencer’s expertise offers the insights and strategies needed to create change. The question isn’t whether companies can afford to prioritise accessibility—it’s whether they can afford not to.

If you’re ready to take the next step toward inclusive customer experiences, Spencer Collins is ready to help you lead the way. Please contact him directly and tell him I sent you.