Diversity and Inclusion have moved from simple compliance to being key indicators of a healthy and competitive organisation. Now, the concept is expanding further. As business dynamics change, companies are engaging with a diverse range of customers and forming partnerships rather than just serving them.

Learning Outcomes

By the end of this module, you will be able to:

• Explain the difference between customer inclusion and being ‘customer-centric’
• Recognise the drivers of customer inclusion and the impact of exclusion
• Understand customer neuroscience and the role of empathy in decision-making.
• Foster customer inclusion using design thinking, co-creation, rethinking and boundary spanning strategies

Accessibility

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