Inclusivity and accessibility are not only subjects for your HR team, but increasingly becoming critical when designing customer experiences.
The World Bank Group estimates that over 1.3 billion people across the world live with some form of disability. According to the Global Economics of Disability Report this group with their family and friends has a spending power of $8 trillion. Yet, only 4% of businesses are focussed on making offerings inclusive of disability. A reason for the limited uptake is often a disconnection between the teams responsible for accessibility and CX. At the same time, we often hear from businesses that there is a challenge to unravel the complexity, identifying where to start or simply the fear of getting it wrong.
In our panel discussion with experts from the industry, we will showcase simple steps on where to start and address the following:
- How does the subject of disability inclusion fit within the company
- Considerations to address when designing inclusive experiences
- How to listen to customer groups who otherwise risk being excluded and can add above average design value to your insights
- How to add value to the customer journey to the benefit of everyone.
Sign up today and join Christine Hemphill, Founder & Managing Director at Open Inclusion; Victoria Williams, Founder at terptree; and Simon Fraser, VP of Customer Experience Strategy at InMoment.
Panel Discussion Experts Include:
Becca Hanson – Head of Customer Experience at M&S Bank
Becca Hanson is Head of Customer Experience at M&S Bank where she looks after financial inclusion and vulnerability, she is also responsible for customer journeys and insight. Prior to joining M&S Bank in 2019, Becca was the business lead for inclusion, accessibly and vulnerability at first direct, she has also previously worked at both Skipton Building Society and Aviva UK General Insurance, in proposition and strategy roles. Becca holds a Psychology Master’s degree and is passionate about inclusion, accessibility and mental health both in and out of work. This resulted in her becoming a Trustee for Mind, the mental health charity, in Leeds as well as a long-time volunteer Dementia Friends Champion, for Alzheimer’s Society.
Christine Hemphill – Founder and Managing Director at Open Inclusion
Open Inclusion, a London based inclusive insight, design and innovation consultancy. Christine has a background of over 20 years designing and creating innovative products, services, or businesses, or making them better. The last 6 years have been solely focussed on customer and workplace inclusion, helping identify opportunities and develop creative solutions for disability inclusive brand experiences. An innovator by nature and practice, she loves the power of human centred design, utilising current and emerging technologies to solve for significant unmet customer needs that exist today.
Victoria Williams – Founder at terptree
Victoria started learning British Sign Language (BSL) at the age of 13 when her cousin Max was diagnosed as profoundly deaf. She very quickly became involved in the Deaf Community and could see the affinity with the community and had a real sense of belonging. She gained a dream job working at the British Deaf Association as a Receptionist, where she was part of the team that exhibited the charities work all around the UK. She then went on to establish and head up a support service for the deaf community in Camden, London, followed by working within a Mental Health Service for deaf people. Whilst there she played a pivotal role working on projects to enable deaf people access to information on the Mental Health Act and accessible guidance on various areas of Mental Health. All of this experience gave her an understanding of the gaps and allowed her to think about how she can change this. During this time, she also trained and registered as a British Sign Language/English Interpreter (RSLI) and graduated in 2005 from the SLI course with UCLAN. Victoria and the terptree team are actively working on projects that change the world for deaf people every day. Victoria has a drive about her that is contagious and she truly, deeply believes and cares about the work that she is doing. She is able to share her unique insights into how services can best be provided for deaf people whilst being able to creatively look at cost effective solutions that can have a huge impact on delivery.
Simon Fraser – VP of Customer Experience Strategy at InMoment
Simon is a skilled Customer Experience professional who works closely with leading Brands to design listening programs that help them better understand their customers, and keep employees engaged in delivering against their promises. Simon has been at InMoment since 2011 working across multiple verticals and geographies. Prior to InMoment he worked for a decade at the Nielsen company, consulting on leading FMCG companies both in the UK and Globally, including Coca Cola and P&G. Simon began his career at GFK in their Mystery Shopping Division.
Simon is passionate about optimizing customer experience, and supporting InMoment clients’ success in meeting their CX objectives.