The Experience Revolution: From Broken Systems to Billion-Dollar Opportunities

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The Experience Revolution: From Broken Systems to Billion-Dollar Opportunities

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What do a $13 trillion market, a groundbreaking government initiative and viral customer service disasters have in common? They're all reshaping the future of customer experience. In this episode of Marginally Better, Joe Taylor, Jr. explores how accessibility, government innovation, and the delicate balance between UX and CX are redefining what it means to serve customers in the digital age. From Fortune 500 companies ignoring basic accessibility to New York’s bold move toward citizen-centric design, this episode offers powerful lessons on why designing for everyone isn’t just good ethics—it’s good business.

Episode Links:

Forrester Research on Inclusive Design ROI.
CMSWire - Digital Accessibility Drives Customer Loyalty.
Baymard Institute Accessibility Statistics
Qorus Global - Chase Bank Accessibility Approach
GovTech - New York's Customer Experience Report
CX Dive Interview with Tonya Webster (November 2023)
New York Experience (NYX) Website
Nielsen Norman Group - UX vs CX
CMSWire - Bad Customer Service Examples

Additional Resources:

Governor Hochul Announces Webster's Appointment (October 2023)
Digital Spy - Virgin Media Deceased Customer Bill
United Breaks Guitars (Wikipedia)
Marketplace - United Breaks Guitars Analysis
StateScoop - Meet NY's Chief Customer Experience Officer
HelpCrunch - Customer Service Horror Stories
Spokal - Social Media Customer Service Examples