Tag: Inclusive cx

vector of circles and people connected showing diversity initiatives

Diversity initiatives to increase business performance

In response to the grassroots movements of #BLM, #MeToo and by the exposure of pronounced and increasing equity gaps during the COVID-19 pandemic, organizations are allocating ever-increasing budgets to diversity-related initiatives. Already in 2002, MIT Sloan School of Management found that...

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an image showing a young woman being observed with the help of surveillance cameras

The decisions algorithms should never make instead of humans

According to research by the UK non-profit organization ‘Big Brother Watch’, 98% of surveillance cameras matches misidentify innocent people. This research further suggests that black people and women risk being misidentified the most. Let’s be clear, we’re talking about artificial intelligence (AI)...

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an image showing two people who don't understand each other due to overcomplicated language

Five ways to use and promote inclusive language in CX

Are you creating inclusive experiences for your customers? Many companies aren’t. At Forrester, we recently published research on inclusive language in CX. Let me be the voice of users and demonstrate the frustration that the lack of inclusive language can...

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