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Delivering an All-Inclusive Online CX

How Web Accessibility Creates a Better Customer Experience for Everyone

Shep Hyken interviews Rafi Glantz, Strategic Partnerships Manager of accessiBe. They discuss what web accessibility means and why it’s important for businesses to have a more accessible online CX.

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Top Takeaways:

  • The law requires web accessibility for almost every business in the United State
  • According to the CDC, 26% of American adults are living with some form of a disability, and it’s up to American businesses to make sure that all their public spaces are accessible to everyone.
  • Accessibility cannot truly be widespread until it is affordable, simple enough for the average business owner to install, and in a format that allows businesses to ‘set it and forget it’ with minimal to no upkeep.
  • W3C created by the WCAG (Web Content Accessibility Guidelines), the only internationally recognized set of guidelines for web accessibility.
  • After surveying over 10 million web pages, 98% of those pages failed to be completely accessible.
  • The ADA (Americans with Disabilities Act) states that public places of accommodation need to be accessible to everybody. In 2018, the Department of Justice said business websites are also considered places of public accommodation.
  • Customers who have disabilities sometimes already have assistive technology that can detect web accessibility when navigating different websites.
  • Being an accessible company increases brand reputation and helps ensure every customer has a positive experience with you.


“Advertising that you’re an accessible company that wants to open their doors to everybody, is a positive message that will increase your brand reputation and help ensure that every customer has a positive experience shopping with you.”

“Web accessibility is not only the law but a moral imperative.”

“Many businesses have no idea that they are required by law to be web-accessible, mostly because no one has ever brought their website’s inaccessibility into question.”


Rafi Glantz is a sales and marketing executive, small-time musician, and big-time dog lover who currently leads accessiBe’s Strategic Partnerships efforts and collaborates with both partners and people with disabilities worldwide to increase awareness of web accessibility.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How do I make my website accessible to everyone?
  2. What is accessiBe?
  3. How to be inclusive in the customer experience?
  4. Why is accessibility in the customer experience important?
  5. How to make my business accessible to everyone?

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