Is CX Accessibility the Competitive Advantage You’re Ignoring?

“Access to communication, in its widest sense, is access to knowledge. We must not be pitied, nor reminded we are vulnerable. We must be treated as equals and communication is the way we can bring this about.”

• Louis Braille

Many companies proudly proclaim their commitment to inclusive experiences. They champion diversity, post about it on social media, and maybe even include it in their corporate mission statements. But when it comes to action, accessibility is often relegated to a compliance exercise rather than a core CX strategy.

For example:

• Over 90% of websites don’t meet basic WCAG (Web Content Accessibility Guidelines) level AA compliance.
• 94% of the world’s largest e-commerce sites are not accessibility compliant.

You see, a business may invest heavily in a sleek new customer support platform, only to realize too late that it lacks screen reader compatibility. Or a company might partner with a chatbot provider whose AI struggles with natural language processing for customers using speech-to-text software. These missteps don’t just create frustration—they actively alienate potential customers and employees.

The problem is clear: if you’re buying—and forcing employees to use—inaccessible systems, you’re sabotaging your ability to deliver truly inclusive experiences. Worse yet, your choice of vendors can either elevate or erode the quality of CX for customers with disabilities. Accessibility should be a foundational requirement when selecting platforms, tools, and service providers.