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Accessibility Is the Missing Link in Delivering Exceptional Customer Experiences
Customer experience (CX) drives loyalty, reputation, and revenue, yet accessibility remains widely overlooked.
Millions of customers are affected when businesses neglect this critical aspect of CX.
With 135 million Europeans living with disabilities and the 2025 European Accessibility Act (EAA) deadline approaching, companies risk losing market share and trust.
Why customer experience matters
The European Accessability Act
Sectors most affected and opportunites for innovation
Challenges of Implementation and Future Outlook
Customer experience (CX) is the foundation of business success, encompassing every interaction with a brand and requiring a deeper focus on creating meaningful journeys for all users, both external and internal.
The European Accessibility Act (EAA) requires businesses to ensure accessible products and services by 2025, offering not just a compliance mandate but a chance to enhance customer experience, foster innovation, and reach broader markets through inclusive design.
Forward-thinking companies see the EAA as a chance to innovate, making retail, banking, and transport services more accessible through inclusive design and technology.
The future of customer experience will combine AI and inclusive design, but businesses—especially smaller ones—face challenges in making all touchpoints accessible while meeting diverse customer needs.
Retail Reply can help. Contact us to learn more about how our team of experts specialises in inclusive design, digital transformation, and compliance support across retail, banking, transport, and more, all in compliance with the EAA.