In today’s increasingly diverse society, the need for inclusive writing has been widely acknowledged, not only for Diversity, Equity and Inclusion (DEI) training, but as a vital component of effective communication across all sectors. When accessible language is prioritised, a more welcoming environment is created for all, regardless of…
Transport accessibility remains a major issue in the UK, particularly for passengers with disabilities, who regularly encounter difficulties that affect their dignity and safety. Recent news highlights how dire this diversity problem is. Disabled passengers across the country face unreliable support, broken infrastructure, and poor accessibility policies that make…
“I define vulnerability as uncertainty, risk and emotional exposure.” – Brené Brown As customers, we often find ourselves in vulnerable situations. To meet our fundamental and complex needs such as food, travel, and electricity, we rely on various products and services. When a customer experience is stressful, it can…
