One of the 2025 initiatives of the Diversity Advancement Committee is to increase awareness of the business growth potential surrounding serving different diverse communities during and beyond celebrations and observances that might be unfamiliar but are important to our fellow members, colleagues, and customers. In this post, we are spotlighting Global Accessibility Awareness Day.
Every day, millions of people try to navigate websites, apps, or digital services. For many of us, it’s second nature: we search, click, and browse without thinking twice. But for others, the experience isn’t just frustrating; it can be impossible.
On the third Thursday in May (May 15, 2025), Global Accessibility Awareness Day (GAAD) reminds us that the digital world wasn’t built equally for all.
As CX professionals, we have a unique opportunity—and responsibility—to change that. Let’s pause and reflect on what we can do to create more inclusive digital experiences for users from all walks of life.
We’re naturally obsessed with reducing friction and delighting customers; it’s what we do best. But are we equally committed to ensuring that everyone can access what we offer?
And when I say everyone, I mean those whose experiences may not be represented in our typical customer data sets.
It’s easy to view digital accessibility as a compliance task, a box to check. But our responsibility goes further: every click, every form, and every interaction have the power to include or exclude, and exclusion isn’t always obvious.
A button without clear labeling, a video without captions, or a checkout process requiring a mouse instead of keyboard navigation may seem minor, but they can completely block someone from accessing your product or service.
And these challenges are far more common than you may realize.
Over 1 billion people globally are underserved by today’s digital products; one in eight people faces accessibility barriers, representing a massive segment of potential customers. Despite this, many companies still miss the opportunity to serve them better.
Web Accessibility in Mind (WebAIM) conducts an annual analysis of the top 1,000,000 homepages. In their latest report, a staggering 95.9% of homepages had at least one detectable accessibility failure against the Web Content Accessibility Guidelines (WCAG).
The most common issues were low contrast text, missing alternative text for images, unlabeled form inputs, and empty buttons. More concerning, these problems have remained largely unchanged for the last five years.
All of us in the world of customer experience have the power to change this, no matter the industry we’re operating in.
Please don’t underestimate the influence you hold; the choices you make can create more inclusive experiences. Whether it’s taking small steps or driving larger initiatives, your actions matter.
Consider these ideas to make a meaningful difference:
If your company is new to accessibility, conduct a simple review of your digital channels.
Ask questions like:
Even small changes can create a significant difference.
Consider conducting an accessibility audit or gathering feedback directly from customers with disabilities.
The insights you gain might not only highlight opportunities but also uncover critical gaps that need immediate attention.
If your company is further along in its CX maturity journey, don’t just focus on compliance.
Measure the cost of lost revenue and the potential damage to your brand’s reputation caused by inaccessible experiences.
But beyond the numbers, remember to emphasize the human cost: the missed opportunity to create genuine human connections.
When the time comes to advocate for change, please speak up.
Challenge assumptions. Make the case that accessibility isn’t a checkbox—it’s a fundamental part of exceptional customer experience.
When we design with inclusivity in mind, we create experiences that are better for everyone.
On Global Accessibility Awareness Day, there are plenty of ways to raise awareness within your organization, including:
To help you get started, a few helpful resources are included below.
On this Global Accessibility Awareness Day, let’s recommit to doing what we do best: removing barriers, creating easy, smooth, and joyful experiences, and making every customer feel valued.
As diversity remains a CXPA Core Value, the Diversity Advancement Committee is dedicated to fostering a culture of inclusivity and belonging, where everyone feels welcomed.
You may find more resources at cxpaglobal.org/diversity. For more tips on integrating diversity, equity, and inclusion into a CX ecosystem, download our free e-book. (CXPA login required.)
As AI makes personalization commonplace, what will truly differentiate customer experiences? Rachel Cope, CCXP explores a future where trust, authenticity, ethics, and human values become more important than technology itself.
Explore this valuable resource to enhance your customer experience practice.
We live in a world where every customer touchpoint is increasingly digital. From automated checkout systems to AI-driven support chats, technology now mediates
One of the 2025 initiatives of the DEI Committee is to increase awareness of the business growth potential surrounding serving different diverse communities dur
