How Accessibility, Digital Strategy & Customer Experience Are Redefining Tech | DisrupTV Ep. 129

In this episode of DisrupTV (Episode 129), hosts R “Ray” Wang and Vala Afshar host Mark Miller (Author & Chief Strategy Officer at The Legacy Lab), Cindy Zhou (Chief Marketing Officer at Level Access), and Nicole France (VP & Principal Analyst at Constellation Research). The conversation explores how companies must evolve their digital strategy, experience, and accessibility to meet modern expectations.

Guest Insights

Mark Miller discusses the importance of integrating strategy and purpose in digital journeys—not just chasing revenue, but building lasting value. He emphasizes foresight, aligning business goals with customer needs, and ensuring what you build is sustainable and meaningful. 

Cindy Zhou focuses on accessibility—not as compliance, but as core to customer experience. She argues that accessibility should be baked into every stage of product and UX design, so that the users with different needs are part of the design conversation from the start. 

Nicole France highlights customer expectations rising faster than many businesses realize. She underscores the need for companies to listen, measure, and adapt—focusing on feedback loops, clear metrics, and inclusive UX to deliver experience that works for everyone.

Key Takeaways

  • Accessible UX is non-negotiable. Accessibility isn’t a checkbox but a foundational design principle. Systems, sites, apps that do not consider inclusive access risk alienating users and harming brand trust.
  • Strategic purpose strengthens digital transformation. It’s not just what you build; why you build it matters. Purpose-driven strategy resonates with customers, improves retention, and guides decision-making.
  • Listening & metrics matter. To truly meet customer expectations, companies must deploy feedback mechanisms, measure real use (including from diverse users), and adapt actively.
  • Design for ALL users from the start. When you build access in at the beginning, it's more efficient and results in better user experience for everyone.

Final Thoughts

Episode 129 is a strong reminder that digital transformation without inclusion and strong experience is risky. Companies that embrace:

  • purpose-led strategy,
  • accessibility at every step, and
  • meaningful customer listening

will be better positioned not just to survive, but to lead. Tech leaders should consider audit of accessibility, establishment of feedback loops, and aligning digital strategy with inclusive values.

Related Episodes

 

Business Research Themes

Future of Work, New C-Suite, Next-Generation Customer Experience, Tech Optimization

Roles

Chief Customer Officer, Chief Digital Officer, Chief Executive Officer, Chief Technology Officer