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

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