Trends Report

Embrace Customer Diversity And Inclusion For Business Growth

Global Leaders Are Embracing Diversity And Designing Inclusive Experiences To Improve Customer Outcomes

January 25th, 2017
TC
Tom Champion
With contributors:
Michael Barnes , Harley Manning , Ryan Hart , Erna Esa , Bill Nagel

Summary

Diversity is no longer merely about compliance and talent management. Trailblazing companies and government agencies are designing experiences for their marginalized customers to win in new markets, become more innovative, accelerate customer centricity — and in some cases save lives. This report lays out the emerging blueprint for customer inclusion, shaped by real-world examples from global leaders. Customer experience (CX) and marketing pros should apply these insights to their own organizations to gain competitive edge and — better yet — improve the lives of their most misunderstood customers.

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