The CX Leader Podcast | A resource for customer experience leaders

Encore: The Inclusive Experience

May 28, 2024

In this insightful discussion, Stacy Sherman, a renowned customer experience and marketing speaker and host of "Doing CX Right," shares her expertise on inclusivity. She emphasizes the importance of creating accessible experiences for diverse customers and the need for empathy in understanding various abilities. Stacy highlights actionable strategies to foster an inclusive culture and showcases how small gestures can significantly enhance engagement. She also encourages professionals to prioritize feedback and dialogue, ensuring every voice is heard.

27:01

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Episode guests

Stacy Sherman

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Creating inclusive experiences requires understanding diverse needs by incorporating feedback from individuals with varying abilities and demographics.

Implementing accessibility in design is essential, as it ensures that environments—both physical and digital—are usable for everyone, regardless of their abilities.

Deep dives

Understanding Diverse Needs

Designing customer experiences must consider the diverse needs of individuals with different abilities, as not everyone interacts with the world in the same way. Stacey Sherman emphasizes the necessity of including voices from various demographic segments to understand their unique challenges better. For instance, organizations are encouraged to talk to employees and customers with disabilities, allowing them to share their experiences and perspectives. By fostering a culture where these discussions are open and constructive, companies can develop more inclusive experiences that cater to everyone.

Intro

3min

Navigating Customer Experience through Diversity and Inclusion

9min

Creating Inclusive Customer Experiences through Empathy and Dialogue

3min

Creating Inclusive Customer Experiences

9min

Enhancing Customer Experience Through Empathy

3min

Producer's Note: This podcast was originally released on April 4, 2023. As always with our encore episodes, please note that some details might be different, but the advice from Stacy Sherman regarding inclusiveness in CX and EX is still valuable.

People in general want to do good things for others. But it’s easy to assume that everyone sees the world with similar eyes. We live in a diverse world with people that have different needs, so it’s important that CX professionals plan and accommodate so the experience is accessible and meaningful for all their customers. Host Steve Walker welcomes Stacy Sherman, a customer experience and marketing keynote speaker, content creator, and host of the podcast "Doing CX Right", for a discussion on creating inclusive experiences for customers and employees with different needs and abilities.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-inclusive-experience/

Read more about Stacy on her website: https://doingcxright.com/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

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The CX Leader Podcast | A resource for customer experience leaders

Encore: The Inclusive Experience

Episode guests