Today’s episode of the Punk CX podcast is with Joel Kellhofer, CEO of SignWow, which offers business BSL solutions, including Video Relay Service & Video Remote Interpreting, to make services accessible to Deaf customers. We talk about Joel’s background and experiences as a Deaf founder, some of the everyday communication barriers Deaf people face in public services, healthcare, hospitality, and retail, why brands often don’t design experiences that work for everyone, what they should be doing differently, and how SignWow can help. We finish off with some advice for brands looking to build standout, inclusive customer experiences, Joel’s Punk CX brand, and his very own good news story.

Note: Now, I should point out that today’s episode is a little different. Given that Joel is deaf, we are joined by his colleague, Emma McQuillan, Chief Interpreting Officer (CIO) at SignWow, who will be interpreting for us in real time. What I should also point out for those of you watching the video version of this podcast or listening to the audio version, you’ll experience some pauses after I ask my questions as Joel and Emma communicate via sign language before Emma answers the questions on Joel’s behalf. I hope that makes sense.

This interview follows on from my recent interview – From product-led innovation to a service-led experience model – Interview with Deborah Honig of Samsung UK & Ireland – and is number 571 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.