Image description: A notepad labeled "Accessibility" sits on a desk with a laptop, glasses, pen, black wallet, and coffee - a reminder that accessibility is a CEO responsibility.
Accessibility is a CEO responsibility
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Digital accessibility was once treated as a technical concern left to web developers and designers. In 2025 that viewpoint is dangerously out of date. Accessibility is a CEO responsibility – new laws, rising customer expectations and glaring gaps in digital inclusion have elevated accessibility to a board-level risk and opportunity. The European Accessibility Act (EAA), which took effect on 28 June 2025, requires that all products and services sold within the EU – such as websites, apps, e-commerce platforms, and electronic devices – meet defined accessibility standards to ensure equal access for people with disabilities, with non-compliance leading to potential fines or restrictions on market access. At the same time, lawsuits related to the Americans with Disabilities Act (ADA) have sharply increased in the United States, with over 4,000 accessibility cases filed in 2024. According to U.S. state Chief Information Officers (CIOs), the average cost of defending a single lawsuit is around US $350,000, highlighting the growing financial and legal risks of failing to meet accessibility requirements. These changes mean that accessibility is no longer a side project: it is a strategic imperative that demands leadership attention, budget and cultural change.
Why “nice to have” became “must do”
The EAA applies to e‑commerce, ticketing, banking and other digital services sold in the EU. It brings severe penalties – fines can reach millions of euros and even jail time in some countries. In the United States, the Department of Justice issued a final rule in 2024 requiring state and local governments to make all websites and mobile apps accessible by April 2026. Several U.S. states (e.g., Colorado and Virginia) have passed laws that hold vendors accountable for accessibility failures.
Despite decades of standards, only about 20% of websites and mobile apps are fully accessible. A study found that 93% of European websites still fail accessibility requirements. Even companies that claim commitment struggle to act – just 60% of design professionals say their executives are committed to accessibility and less than half of those firms perform accessibility reviews or make it a formal project requirement. In short, compliance is not optional, and most organizations are unprepared.
The business case: revenue, reach and ROI
A vast and loyal market
Accessibility expands the customer base. Globally about 1.3 billion people live with disabilities, and this group controls an estimated US$13 trillion in disposable income. In the United States, more than 28.7% of adults report a disability, and a 2025 study of banking customers found that 57% of consumers with disabilities consider a bank’s website accessibility the single most important factor in deciding where to place their money. These customers expect inclusive experiences, which means that companies across all sectors – including e-commerce, banking, insurance, and telecommunications – must act quickly to close digital accessibility gaps.
Financial return
Numerous studies show that accessibility investments pay for themselves. The UK Good Things Foundation calculated that each £1 invested in digital skills and inclusion yields a £9.48 return for society and the economy. Companies that proactively address accessibility avoid costly retrofits. One accessibility consultancy found that responding to legal demands is ten times more time‑consuming than building accessibility from the start and can lead to settlements 4–5 times higher than proactive remediation. Conversely, inclusive design can unleash spectacular growth: Tesco earned a £37,000 return on its accessibility investment after improving its online grocery platform, which led to an increase of £13 million in yearly sales.
Lower costs and stronger brand
Accessible sites reduce support and operational costs. A user‑friendly website lowers reliance on call centers and improves conversion rates. Accessibility also enhances search engine optimization and marketing effectiveness. Consumers reward inclusive brands – 33% of global shoppers buy from companies that do social or environmental good – and 45% would pay more to brands that promote diversity, equity and inclusion. Conversely, inaccessible experiences drive customers away. UK businesses lose an estimated £17.1 billion annually because 69% of disabled customers abandon inaccessible websites.
Key statistics
| Metric | Statistic | Source |
|---|---|---|
| People with disabilities worldwide | ~1.3 billion people | WHO |
| Disposable income controlled by disabled customers | US$13 trillion | WHO |
| Adults with disabilities in the EU | 101 million people | European Council |
| Adults with disabilities in the U.S. | 28.7% | NASCIO report |
| Return on digital inclusion investments | £9.48 per £1 invested | Good Things Foundation |
| Estimated ROI per US$1 invested in accessibility | US$100 | Forrester research |
| Average cost of an ADA lawsuit | US$350 000 | NASCIO report |
| Fully accessible internet | ~3% | Forbes |
| Customers who rank accessibility as the top factor when choosing a bank | 57% | Ipsos accessible‑banking study |
Accessibility as risk management
Digital accessibility can be a significant risk. A CMSWire analysis highlights that the vast majority of websites still fail accessibility tests and that leaders often ignore technical reports because the information is presented in confusing jargon. Framing accessibility as a risk – akin to cybersecurity – gets executives’ attention and reinforces why accessibility is a CEO responsibility that requires top-down commitment. USA state CIOs warn that the average ADA lawsuit costs US$350 000 and that such suits often entail reputational damage and years of administrative burden. New regulations like the EAA can also impose market access restrictions, financial penalties and even jail time.
Why accessibility is a CEO responsibility
Accessibility suffers without executive sponsorship
The accessibility gap is rooted in leadership. A 2024 survey found that 47% of companies have no board member responsible for digital accessibility and only one in four CEOs or finance directors understands their obligations – reinforcing that accessibility is a CEO responsibility, not a developer task.. As a result, a third of organizations release digital products with known accessibility issues and 20% neglect accessibility altogether during design. Guidelines alone are insufficient: building a culture of accessibility requires leadership resolve and commitment. An internal accessibility group needs a clear mandate, resources and executive support to train staff, test products and monitor progress. Without senior backing, accessibility remains an underfunded afterthought.
Culture change
Accessibility is also a cultural issue. Success starts with leaders who value empathy and respect – accessibility isn’t about huge budgets but about openness and involving people with disabilities in the process. Digital accessibility should be championed at board level with an executive‑level IT accessibility leader and professionals across HR, procurement and customer service. Inclusive organizations embed accessibility in their mission and processes rather than treating it as a technical afterthought.
Strategic decisions on budget and process
Leadership decisions determine whether accessibility succeeds. CEOs control budgets and must allocate resources for training, tools, user testing and dedicated staff. Companies that proactively invest in accessibility during design avoid expensive retrofits later. Defining senior responsibility, embedding accessibility across the organization (including suppliers), adopting a strategic approach that bakes accessibility into processes, and measuring ROI. Executives should tie accessibility to broader business goals – growth, innovation, ESG commitments – ensuring it is seen as a strategic investment rather than a compliance cost.
Actions for CEOs
To elevate accessibility from a developer issue to a CEO priority, leaders can:
- Assign clear accountability. Appoint a senior‑level digital accessibility program manager or create a C‑suite role (e.g., Chief Accessibility Officer) to own strategy and report progress. Make accessibility a standing item on board agendas and include risk and compliance metrics in executive dashboards.
- Integrate accessibility into planning and procurement. Require that all new digital projects meet accessibility standards from the outset. Include accessibility clauses in contracts and with vendors, and ensure payments are tied to meeting standards.
- Fund training and tools. Invest in ongoing training for designers, developers and content creators. Provide automated testing tools and digital accessibility platforms to detect and fix issues quickly. Use maturity models and audits to guide budgeting.
- Involve people with disabilities. Conduct regular user testing with disabled participants to ensure products work for everyone. Invite employees and customers with disabilities to advise on improvements.
- Measure and communicate ROI. Track how accessibility improvements increase conversion rates, reduce support costs and mitigate risk. Share success stories and business impacts with stakeholders to build momentum.
- Align accessibility with corporate values. Tie accessibility commitments to ESG and DEI strategies. Highlight how inclusive design strengthens brand integrity, attracts talent and opens new markets.
Accessibility as a strategic imperative
The days when accessibility could be relegated to developers or treated as a checklist are over. Regulations like the EAA or the ADA, escalating lawsuits and shifting consumer expectations have transformed digital accessibility into a board‑level issue. Ignoring it now exposes organizations to financial penalties, litigation and reputational harm. Conversely, inclusive design unlocks access to billions of customers and delivers outsized returns on investment. The success of accessibility initiatives depends on leadership decisions about budget, strategy and culture: appointing champions, embedding accessibility into processes, investing in training, involving disabled people and measuring ROI. By embracing accessibility as a strategic priority, CEOs can drive innovation, enhance customer experience and build brands that reflect the values of an inclusive society.
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EAA has been effective since June 28, 2025.
