Digital accessibility is a must for the more than 1 billion people living with disabilities globally. That alone is proof of its significance, but its value extends far beyond that statistic. From making it easier to navigate a website one-handed, to improving screen visibility in bright sunlight or supporting people experiencing age-related vision changes — accessible design benefits everyone.
To promote awareness and action around digital accessibility, the world observes Global Accessibility Awareness Day (GAAD) annually on the third Thursday of May. This day serves as a crucial reminder of the vital role accessibility plays in shaping the future of technology. By focusing on inclusive design, whether through simplified interfaces or innovative assistive technologies, we create a digital environment where everyone benefits, fostering a more inclusive and user-friendly world for all.
Setting the standard for digital accessibility
For organizations starting their digital accessibility efforts, adhering to established compliance and regulatory standards is a critical initial step. These frameworks provide a necessary foundation for building inclusive digital experiences. Guidelines like the Web Content Accessibility Guidelines (WCAG) 2.2, the Americans with Disabilities Act (ADA) in the U.S., and the European Accessibility Act (EAA) are key drivers of global digital accessibility. The EAA, for instance, sets consistent accessibility requirements for products and services across the European Union — ensuring that more people, including those with disabilities, can fully engage with digital tools. This harmonization across markets not only advances inclusion but also supports business growth by expanding the user base.
Similarly, WCAG provides a single shared standard for web content accessibility, but on a global scale. The latest version, WCAG 2.2, builds on WCAG 2.1, which is still valid, by addressing a broader spectrum of needs — specifically, users with cognitive or learning disabilities, low vision, and users with disabilities on mobile devices. The latest iteration has added nine new success criteria based on innovations in technology. The goal of 2.2 is to make web content more accessible by covering a wider range of People with Disabilities, which will in turn make web content more usable for all. “Salesforce is ensuring that our products and platforms are in alignment with the new WCAG 2.2 AA accessibility standards — reinforcing our commitment to digital accessibility and our understanding that it’s a pathway to equity and innovation,” said Salesforce Vice President of Product Accessibility Bonnie Parisi.
“True accessibility requires more than checking a box,” said Salesforce Chief Accessibility Officer Catherine Nichols. “It demands ongoing commitment, a proactive mindset, and collaboration across teams. From engineering and design to policy and customer experience, accessibility is a shared responsibility and an opportunity to break cycles of digital exclusion.”
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When we ensure that people with disabilities have equal access to opportunities and experiences, we all benefit.
AI Agents and the future of accessibility
Artificial intelligence (AI) and AI agents are transforming the landscape of digital accessibility, unlocking new ways for people with disabilities to engage with the world and technology more independently. AI-driven tools like real-time captioning, voice recognition, image recognition, and personalized user experiences are making it easier for users to access digital content in formats that work best for them. For example, screen readers enhanced with natural language processing (NLP) can interpret web pages more effectively, while AI-powered voice assistants provide hands-free navigation for users with limited mobility. These tools are not only improving access — they’re enhancing autonomy, personalization, and usability.
Features like speech-to-text, personalized recommendations, and content summarization help all users interact with digital content more efficiently. Embedding accessibility into AI and AI agents from the start is essential. To do so, organizations should involve people with disabilities not only as testers but as creators as well, helping to shape solutions that reflect a full spectrum of human experiences. This is in the spirit of “Nothing about us without us,” a slogan often used in the disability community to advocate for full participation in things that will affect their lives and livelihood.
“Over the past year we’ve partnered with people with disabilities for user testing and generative research on agentic digital solutions like Agentforce,” Parisi explained. “This research and feedback is informing internal design patterns and decision-making in how Salesforce is designing and developing Agentforce to ensure that we’re not unintentionally excluding anyone from the benefits of the agentic evolution of technology.”
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The business value of accessible design
The business value of accessible product design is clear and measurable. According to a 2023 Accenture report, companies that prioritize disability inclusion see 1.6 times more revenue, 2.6 times more net income and 2 times more economic profit. This growth stems from two key factors: attracting a broader customer base and improving satisfaction among current users. But the impact goes even further. Accessibility features often make digital experiences smoother and more intuitive for all users, opening the door to stronger engagement, loyalty, and trust.
Features like alt text, descriptive links, and keyboard navigation not only support users with disabilities, but also enhance usability for people in a variety of situations, such as multitasking, using a mobile device on the go, or experiencing temporary impairments. When product teams adhere to WCAG’s POUR principles — Perceivable, Operable, Understandable, and Robust — they’re building solutions that perform better across devices, browsers, and AI-powered tools. To sum it up, when products are accessible, more people can use them, so more people will buy them.
By embedding accessibility in design from the start, companies reduce the need for costly retrofits, lower their overall development burden, and ultimately provide higher-quality products. The result is an enhanced digital experience that’s simply better for business.
As we look to the future, one thing is clear: Building accessible technology isn’t a one-time task — it’s a long-term commitment to progress, innovation, and equity. By centering people with disabilities in the design and development process for agentic AI technologies, we don’t just meet requirements — we raise the bar for what good, human-centered technology looks like.
