As we recognise the importance of diversity, equity and inclusion within our organisations, we must also prioritise cultivating a culture of equity and inclusion in the way we serve our customers. Respecting the diversity of the people who make up our customer base—in terms of gender, age, culture, disability, and more—should be a strategic priority for any responsible and forward-looking organisation. This commitment is not only essential to strengthening corporate responsibility and reputation, but also to achieving broader business objectives. In this program, we will explore practical ways to ensure that every customer experience is safe, respectful, and inclusive—at every stage of the journey.