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PHOTO: Robby McCullough As customer bases grow increasingly diverse, itâs essential your customer experience team represents that diversity. We spoke with executives about how to create a CX team that reflects your audience and why this is so important. You need to have diversity in order to reach a diverse market, otherwise youâre segmenting your market based on a demographic, said Erika Jefferson, president and founder of Black Women in Science & Engineering. You need to have the perspective of everybody, not just a particular demographic. Involve Multiple People and Points of View âAcquiring diverse talent means that we have to purposefully pay attention to it in all phases of recruitment to ensure that we donât succumb to unconscious bias ourselves and end up attracting only a small cohort of people,â according to Futurice executives Eeva Raita, head of strategy and culture, and Heidi Pech, diversity and inclusion ambassador. � ....