Inclusive CX

One in five Canadians has a disability, representing a huge potential customer base. Our Inclusive CX Program helps you design an inclusive shopping experience for everyone.

A young woman of colour shops in a supermarket. She has long curly hair and wears a gray blouse. She smiles slightly.

Unlock a $55 Billion Market with Inclusive Shopping Experiences

Is your store truly accessible to everyone? One in five Canadians has a disability, representing a huge potential customer base. Our Inclusive CX Program helps you design an inclusive shopping experience for all abilities. We go beyond basic satisfaction to create experience equity where everyone can shop independently and easily.

What is Experience Equity in Retail?

Experience equity means providing equal access to physical and digital spaces for all customers, ensuring they can move safely, use all digital assets, and find what they need and want. It’s about creating an inclusive shopping environment where every customer can have the same high-quality experience.

Our Program Offers

Customer-focused feedback: Learn what your customers with disabilities need to have a great shopping experience.
Data-driven insights: We analyze feedback to identify areas for improvement and suggest solutions.
Multichannel focus: We assess accessibility across your physical stores, mobile apps, and website.
Increased customer loyalty: We help you create a welcoming environment that attracts and retains customers of all abilities.

CNIB Inclusive CX Program

Our program, informed by lived experienced users, helps retailers tap into this $55 billion market by identifying key measures that enhance accessibility. We focus on

Customer Inclusion: Ensuring usability across physical, mobile, and online shopping environments.
Customer Value: Tailoring feedback to align with your accessibility goals and values, creating mutual benefit for your business and customers.
Customer Effort: Reducing the effort needed for customers to get what they want independently and efficiently.

How the Program Works

We use a standardized feedback survey, tailored to your organization’s needs, to gather insights on key drivers of experience equity. We then summarize the feedback and provide actionable solutions to improve accessibility.

What the Program Measures

Our core feedback focuses on four areas:

Independent access and navigation of spaces.
Accessibility and usability of information and digital content
Usability of interactive devices and services.
Accessibility of online shopping experiences.

By prioritizing these key areas, we empower you to create a shopping environment that attracts and retains customers of all abilities, significantly boosting customer loyalty and unlocking a substantial market. Ready to transform your business? Contact us to learn how the Inclusive CX Program can improve operational excellence and propel your business forward!

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