Trends Report

The Billion-Customer Opportunity: Digital Accessibility

Trillions Of Dollars In Potential Revenue Await Companies That Prioritize Digital Accessibility

February 1st, 2024
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
With contributors:
Ian Jacobs , David Truog , Georgiana Swan , Shayna Neuburg

Summary

Making digital products accessible is a growth opportunity now more than ever — to reach untapped segments ready to spend. But many organizations fail to seize it. Why? They don’t understand how many people can benefit from accessibility and how to build it in. And while the upside (like winning aging customers and boosting employees’ motivation) grows, so does the risk of doing nothing. This report explains digital accessibility in a way that helps customer experience (CX) and digital experience leaders make the business case and get started.

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