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Accessibility as a Service Isn’t Just for People. It’s for Agents, Too!
When I sat down with Ernie Crawford, President and CEO of Crawford Technologies, I wasn’t expecting such a personal story to launch our discussion on digital accessibility. But it was his mother’s declining vision and a stack of unreadable investment statements that ultimately helped shape a technology platform now used by some of the world’s largest banks, healthcare companies, and service providers.
In this first in-person, audio podcast episode 22 of Above the Treeline, Ernie and I unpack what “Accessibility as a Service” really means today. It’s no longer just about meeting ADA or WCAG requirements. It’s about automation, real-time delivery, customer experience, and increasingly, machine readability in an AI-driven world.
Crawford Technologies deserves real credit for helping lead the accessibility conversation across the CCM industry. Long before it became a regulatory flashpoint or an RFP requirement, Ernie and his team were building the tools, platforms, and education that helped make digital accessibility a strategic priority. Now celebrating its 30th anniversary, CrawfordTech has established itself as a trusted partner to over 2,000 organizations on six continents, consistently earning top marks for innovation, service, and customer satisfaction
That longevity is paying off: the company reported record revenues in 2025, with a 41% year-over-year increase in accessibility services and 47% growth in European markets. A significant share of that momentum is being driven by expanding adoption of AccessibilityNow Translate and increased demand for scalable, cloud-based SaaS delivery models
More than a technology story, it’s also a story of sustained leadership. CrawfordTech marked its anniversary with a reaffirmed commitment to solving complex customer communication challenges delivering innovation with a human touch.
Key Takeaways
Accessibility goes beyond complianceAccessibility is no longer just a legal checkbox. It improves SEO, supports machine agents, and strengthens CX. As Ernie put it, “The approach we take is to make it both accessible and usable”
Large print is not just a font changeIt’s full recomposition. Following Clear Print standards, Crawford reduces the bloat while maintaining readability typically 2.5x expansion in the number of printed pages instead of 9x.
The next frontier: multilanguage PDFsOne PDF, multiple layers, multiple languages selectable by screen reader or viewer. Crawford is working with industry experts like Duff Johnson and PDF Association to make this both usable and testable across platforms.
TreelinePress is a reader-supported publication. To receive new posts and support my work, consider becoming a free or paid subscriber.
Accessibility isn’t just for the disabled, it’s for the agents, too.
In a future where machines read and act on our content, proper tagging and structure will define how organizations deliver value, stay compliant, and compete. If you’re a service provider and not already offering accessibility, it might be time to start.
This is just a slice of what Ernie and I covered—from the flaws in composition engines to the realities of batch versus real-time remediation. It’s a must-listen for anyone in the customer communications, print service, or compliance tech space.
Sneak Peak: Industry Summit, April 8–9 in Orlando
Crawford Technologies and Madison Advisors are teaming up for an expanded edition of last year’s successful industry roundtable. Expect deep dives on regulatory shifts, document tech strategy, and AI’s growing role in content accessibility. Hear why he believe it is this years must-attend CCM event.
Final Thoughts
The world of customer communications is evolving—and accessibility is no longer optional. As Ernie shared, whether it’s responding to regulatory pressure, delivering a better customer experience, or enabling AI-driven document intelligence, accessibility is now table stakes. Service providers and enterprise tech teams have a real opportunity here—not just to comply, but to compete.
Interested in having your company featured on Above the Treeline?
We’re always looking for sharp perspectives and innovative voices shaping the global future of customer experience, communications, compliance, and AI-related technology. If you’ve got a story worth telling, let’s talk.
Reach out to [email protected], connect with me directly on LinkedIn.
Get full access to TreelinePress at treelinepress.substack.com/subscribe
View all episodes
By a podcast from TreelinePressWhen I sat down with Ernie Crawford, President and CEO of Crawford Technologies, I wasn’t expecting such a personal story to launch our discussion on digital accessibility. But it was his mother’s declining vision and a stack of unreadable investment statements that ultimately helped shape a technology platform now used by some of the world’s largest banks, healthcare companies, and service providers.
In this first in-person, audio podcast episode 22 of Above the Treeline, Ernie and I unpack what “Accessibility as a Service” really means today. It’s no longer just about meeting ADA or WCAG requirements. It’s about automation, real-time delivery, customer experience, and increasingly, machine readability in an AI-driven world.
Crawford Technologies deserves real credit for helping lead the accessibility conversation across the CCM industry. Long before it became a regulatory flashpoint or an RFP requirement, Ernie and his team were building the tools, platforms, and education that helped make digital accessibility a strategic priority. Now celebrating its 30th anniversary, CrawfordTech has established itself as a trusted partner to over 2,000 organizations on six continents, consistently earning top marks for innovation, service, and customer satisfaction
That longevity is paying off: the company reported record revenues in 2025, with a 41% year-over-year increase in accessibility services and 47% growth in European markets. A significant share of that momentum is being driven by expanding adoption of AccessibilityNow Translate and increased demand for scalable, cloud-based SaaS delivery models
More than a technology story, it’s also a story of sustained leadership. CrawfordTech marked its anniversary with a reaffirmed commitment to solving complex customer communication challenges delivering innovation with a human touch.
Key Takeaways
Accessibility goes beyond complianceAccessibility is no longer just a legal checkbox. It improves SEO, supports machine agents, and strengthens CX. As Ernie put it, “The approach we take is to make it both accessible and usable”
Large print is not just a font changeIt’s full recomposition. Following Clear Print standards, Crawford reduces the bloat while maintaining readability typically 2.5x expansion in the number of printed pages instead of 9x.
The next frontier: multilanguage PDFsOne PDF, multiple layers, multiple languages selectable by screen reader or viewer. Crawford is working with industry experts like Duff Johnson and PDF Association to make this both usable and testable across platforms.
TreelinePress is a reader-supported publication. To receive new posts and support my work, consider becoming a free or paid subscriber.
Accessibility isn’t just for the disabled, it’s for the agents, too.
In a future where machines read and act on our content, proper tagging and structure will define how organizations deliver value, stay compliant, and compete. If you’re a service provider and not already offering accessibility, it might be time to start.
This is just a slice of what Ernie and I covered—from the flaws in composition engines to the realities of batch versus real-time remediation. It’s a must-listen for anyone in the customer communications, print service, or compliance tech space.
Sneak Peak: Industry Summit, April 8–9 in Orlando
Crawford Technologies and Madison Advisors are teaming up for an expanded edition of last year’s successful industry roundtable. Expect deep dives on regulatory shifts, document tech strategy, and AI’s growing role in content accessibility. Hear why he believe it is this years must-attend CCM event.
Final Thoughts
The world of customer communications is evolving—and accessibility is no longer optional. As Ernie shared, whether it’s responding to regulatory pressure, delivering a better customer experience, or enabling AI-driven document intelligence, accessibility is now table stakes. Service providers and enterprise tech teams have a real opportunity here—not just to comply, but to compete.
Interested in having your company featured on Above the Treeline?
We’re always looking for sharp perspectives and innovative voices shaping the global future of customer experience, communications, compliance, and AI-related technology. If you’ve got a story worth telling, let’s talk.
Reach out to [email protected], connect with me directly on LinkedIn.
Get full access to TreelinePress at treelinepress.substack.com/subscribe