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The increased emphasis on ‘customer experience’ suggests a real step forward for the telecoms industry. However, digital-first and mobile-first approaches can actually amplify the problems facing those groups identified as being often excluded from the benefits of services.

The disabled, elderly, economically underprivileged as well as those not yet connected can be brought into the active addressable market if the industry takes on broadly inclusive design across the board.

In this panel from MEF Connects Omnichannel we explored how this inclusivity work is progressing and outline the key activities that every stakeholder can take to help build this more inclusive future.


  • Chris Lewis, Founding Director, Lewis Insight
  • Monica Paolini, Principal, Senza Fili
  • Chris McGinley, Inclusive Research & Design, Royal College of Art, Helen Hamlyn Centre for Design
  • Mark Knowles, UKI Sales Director, Genesys

Watch the full video below

This post originally appeared on the Senza Fili website

MEF CONNECTS Omnichannel 2023

Taking place at the prestigious event facilities of The Honourable Society Of The Inner Temple in London MEF CONNECTS Omnichannel brought together stakeholders from across the Messaging ecosystem globally for the perfect stage to review mobile engagement strategies, build new partnerships, identify new target audiences, integrate innovative ideas and expand knowledge of this constantly evolving area.

Available on demand now – watch all the sessions now

Join The Discussion