DEI has become the latest targeted idea that the wrecking ball is aimed at eliminating from our lives. It particularly concerns me as a CX professional and should concern all of us in the profession. Inclusion does not inherently imply discrimination. Rather, it is the conscious effort to ensure that all individuals-regardless of background, identity, or perspective have equal access to opportunities, resources, and decision-making processes. The goal of inclusion is not to exclude or disadvantage any group but to correct historical and systemic imbalances that have led to exclusion in the first place.

Diversity of Thought Leads to Better Decisions

A fundamental reason inclusion is essential is that diversity of thought leads to better decisions. When different perspectives, experiences, and viewpoints are considered, organizations and societies are more likely to find innovative solutions, avoid blind spots, and make well-rounded choices. Exclusionary practices limit the pool of ideas and reinforce echo chambers, which can result in poor decision-making and missed opportunities. Inclusion, therefore, is not about giving preferential treatment; it is about ensuring that no one is systematically excluded from contributing their insights, skills, and talents.

Inclusion Means Not Systematically Excluding Others

True inclusion means acknowledging that everyone has inherent value and deserves to be part of the conversation. It does not mean replacing one group with another or favoring some at the expense of others. Instead, it ensures that historically marginalized voices are no longer silenced and that the structures in place do not continue patterns of exclusion. When inclusion is properly implemented, it benefits everyone by fostering a richer, more equitable environment where all can participate fully.

Equity Treats All People as Human Beings

Another key component of this discussion is equity, which treats all people as human beings worthy of dignity and opportunity. Equity differs from equality in that it acknowledges that different individuals and groups face different challenges and, therefore, may require different forms of support to achieve the same outcomes. It does not mean unfair advantage or favoritism; it means addressing systemic barriers so that all people, regardless of their starting point, have the ability to thrive. Equity ensures that resources and opportunities are distributed in a way that acknowledges past disadvantages and creates a fairer society.

DEI is Being Attacked, But It Aims to Serve Everyone

Despite its clear benefits, Diversity, Equity, and Inclusion (DEI) are increasingly under attack. Some critics argue that DEI initiatives are divisive, discriminatory, or even "evil," painting them as an agenda of exclusion rather than inclusion. This is a fundamental misunderstanding that serves nobody except those that promulgate this disinformation. It is not about diminishing one group but about ensuring that no group is systematically eliminated or left behind. The goal is to foster a society where every individual has the opportunity to contribute and succeed.

Customer Experience Professionals Uphold These Principles

Those of us in the Customer Experience (CX) profession know and abide by these principles. Our work is rooted in understanding, empathy, and ensuring that all customers-regardless of background-have positive and meaningful interactions with businesses and organizations. Inclusion, equity, and diversity are not just abstract values in CX; they are essential to building trust, loyalty, and sustainable success. We understand that marginalizing voices leads to a poorer experience for all while embracing diverse perspectives results in better solutions, stronger relationships, and greater impact.

These Principles Should Not Be Dismissed by Any Whim or Faction

Despite political and ideological attacks, DEI and inclusion should not be summarily dismissed at the whim of any individual or faction. These principles are not about partisan agendas but about fundamental human dignity and fairness. The drive to eliminate DEI efforts is often fueled by fear, misinformation, or resistance to change. Yet history has shown that societies and organizations that embrace inclusivity and equity not only succeed morally but also perform better economically, culturally, and socially.

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At its core, inclusion is not about taking anything away from anyone-it is about ensuring that no one is unfairly denied the opportunity to contribute and thrive. In Customer Experience and beyond, these principles must remain at the forefront, not as political tools but as essential commitments to fairness, innovation, and human dignity.