May 13, 2025
For many businesses, accessibility has been a necessary obligation to stay out of trouble and , a means to avoiding potential litigation. But forward-thinking organizations are discovering it can actually be a powerful tool for driving growth, enhancing customer loyalty, and improving operational efficiency.
Beyond Compliance: The Business Case for Accessibility
The traditional approach to accessibility has been reactive – responding to regulations like the Americans with Disabilities Act, the European Accessibility Act, or the UK’s Consumer Duty rules only when necessary. However, this limited perspective misses the significant business opportunities that come with truly inclusive communications. (As a simple example, an energy provider offering accessible pdfs, mobile optimized statements and text-based alerts can engage with older adults and visually impaired users more effectively).
Our recent global research reveals that nearly two-thirds of enterprises worldwide are already developing strategies to craft accessible communications, recognizing both the regulatory imperative and the business opportunity. But what exactly are these opportunities?
Opening Doors to Underserved Markets
Consider this: over 1.3 billion people globally live with disabilities. When your communications exclude these individuals, you’re not just risking non-compliance, you’re shutting the door on a massive potential market.
By providing accessible interactions to historically underserved demographics, organizations can achieve a competitive advantage and increase revenue. Accessible communications allow you to tap into markets your competitors might be neglecting.
Moreover, as populations age and technology use expands, demand for document accessibility will continue to grow, particularly in essential services like healthcare, finance, and utilities. Organizations that establish accessibility credentials now will be well-positioned to capture this expanding market.
Enhancing Customer Experience and Loyalty
Our research shows that one in five consumers switched providers in the last year due to poor communications experiences. More tellingly, forty percent of consumers would consider switching providers if communications are difficult to understand.
Accessible communications, by definition, are clear, direct, and easy to understand – qualities all customers appreciate, not just those with disabilities. When your communications meet these standards, you’re providing a better experience for everyone.
The benefits extend to all demographic groups. We found that affluent consumers demand relevant, consistent, and easy-to-understand communications on their chosen channels, while more highly educated consumers value correct, consistent, secure, and concise interactions. The point is that these preferences are really universal. Accessibility best practices are just good communication design.
Operational Efficiencies and Cost Savings
While implementing accessibility might seem like an added cost, the right approach can actually reduce expenses. Simply put, clearer documents don’t just make it easier for customers to understand – they can help reduce support calls. Our research indicates that the cost of remediation after deployment is typically 10-30 times higher than addressing accessibility during initial development.
Furthermore, an enterprise-wide accessibility solution can:
- Reduce the need for manual document remediation
- Decrease call center volume by making communications clearer
- Streamline compliance efforts across the organization
- Future-proof communications against evolving regulations
Improving Employee Experience
Interestingly, accessibility benefits extend beyond customer interactions. Our research shows that outdated software tools are the primary source of frustration for employees managing customer communications and a main driver for those considering job changes. By giving employees better tools to manage communications and ensure accessibility, organizations can reduce this frustration while enabling them to do their jobs better, faster, and more efficiently. This improvement in employee experience can reduce turnover and increase productivity.
From Reactive to Proactive
The most successful organizations are shifting from compliance-focused to proactive approaches to accessibility. Rather than merely meeting specific requirements, they’re embedding accessibility into their overall customer experience strategy and making use of emerging technology to do so.
Our research shows that customer experience-focused businesses are nearly twice as likely to have taken accessibility beyond basic features compared to their more print-bound and document-centric counterparts. This suggests that organizations with a mature CX approach recognize accessibility as a competitive differentiator, not just a compliance requirement.
Taking the Next Step
As global regulations continue to evolve and consumer expectations rise, organizations can no longer neglect accessibility in customer communications. The business imperative extends well beyond avoiding penalties to embracing the significant opportunities accessible communications present.
By partnering with the right provider, organizations can ensure regulatory compliance while implementing a future-proof approach to accessibility crafted and maintained by industry experts. This partnership can deliver peace of mind while driving digital transformation, improving both employee and customer experience, and ultimately achieving better business outcomes.
Ready to transform your approach to accessible communications? Discover how to move from basic compliance to competitive advantage with our comprehensive report, “Customer Communications and the Demand for Inclusivity.” Download it today to unlock strategic insights and actionable recommendations for your organization.