Jeroen Minneboo

Director Customer Operations Essent

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

9:30 Workshop D: The Customer We Unintentionally Exclude

Millions of people struggle with reading, writing, numeracy, or digital skills, yet most organisations design their services as if everyone can easily keep up. Through Essent's journey towards more inclusive communication and service design, participants will discover how customers – and employees – can be excluded without anyone intending it. This interactive session challenges leaders to rethink how they design communication, digital experiences, and processes so that everyone can participate with confidence.

Learning Objectives

Understand how limited literacy and digital skills affect customer experience, service performance, and inclusion
Identify where communication, processes, and digital experiences unintentionally create barriers for customers and employees
Apply a practical inclusion audit to assess and improve customer-facing journeys and communications

Key Takeaways

A leadership perspective on why inclusive service design is a strategic business priority, not just a communication challenge
A practical framework to identify exclusion risks in customer communications, digital services, and operational processes
Clear actions to help create customer experiences that are easier to understand, use, and trust

Check out the incredible speaker line-up to see who will be joining Jeroen.

Download The Latest Agenda

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Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk