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Author: Chris Jay

disability cx retail
By  Chris Jay

June 30, 2025

Disability and The Cost of a CX Catastrophe

Ignoring disability awareness is a recipe for CX disaster. Chris Jay of Bascule Disability Training, explains how businesses can avoid PR fallout whilst improving customer service for all…Every so often, a headline surfaces revealing how an organisation has mishandled an...

Customers with hidden disabilities
By  Chris Jay

April 22, 2024

Looking beyond the surface: Improving CX for people with hidden disabilities

If you suddenly became aware that the needs of one in four of your customers were not being met- how would you react? You’d probably prepare to make some drastic and immediate changes, right?Well, 24% of people in the UK...

An illustration shows people with different needs and demonstrates the importance of raising disability awareness.
By  Chris Jay

July 06, 2021

Disability awareness is a key element of improved CX

If you were to discover that your business was ignoring the needs of a potential customer base worth £274 billion per year how would you react? Would you continue doing business without addressing the problem or even showing a slight...

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