Harvard Business Review September 17, 2024
Summary.
The Americans with Disabilities Act (ADA) has served a critical role in advancing accessible and equitable communications for deaf and hard of hearing individuals. But as companies race to automate their customer service operations in recent years, many are inadvertently creating new barriers for deaf and hard of hearing people. Leaders can lean on the vision and spirit of the ADA to create more inclusive and accessible customer service programs in this era of AI. First, they should design customer experiences to be inclusive from the start by...
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