In CX, new accessibility regulations in markets such as the EU and US are shaping how organizations design and deliver customer journeys. The accessibility needs of employees, however, are less talked about, but for those who have additional needs, such considerations will make or break their employee experience. Much like accessible CX, however, an advocate is needed to get the most impactful changes over the line.
At Deutsche Bank Singapore, assistant vice president (AVP) in the Technology, Data, and Innovation team Alan Pek, has dedicated his career to advocating for those with additional needs, both within and outside the organization. In childhood he was diagnosed with cerebral palsy and was frequently excluded from the experiences his peers enjoyed. He had to be carried to school and he ate lunch in a classroom, instead of the school canteen.
After graduation he went on to study and work in the UK and US, specializing in early artificial intelligence (AI) systems. He joined Deutsche Bank Singapore in 1997 and quickly rose through the ranks, but he also wanted to support other disabled people to pursue and achieve their career goals. To do this, he holds a number of senior positions with external organizations and, in 2015, became a co-founder of the bank's award-winning employee group, dbEnable.
On the key actions organizations can take to ensure their employee and customer experiences are accessible, Pek says: "The key is empathy in design but at the same time organizations need to have built and sustained an inclusive culture.
"Automation in doors, adequate space, availability of tools, furniture and technology, can all help those with special needs. But in addition, an accommodating culture must be nurtured. Always remember, be kind, nice and wise," he adds.
In this interview, Pek tells CX Network about his work, his take on the current state of accessibly in CX, and how organizations can go above and beyond their regulatory obligations to nurture an inclusive employment culture.
Accessibility and inclusivity at Deutsche Bank Singapore
As one of the founding members of dbEnable Pek has been instrumental in developing and sustaining the inclusive culture of employability at Deutsche Bank Singapore. The group was established in 2015 to advocate for employees with disabilities and now runs an annual series of events including a 10-week work placement programs, during which Pek mentors and counsels the interns.
"I have been someone within Deutsche Bank that anyone can approach when it comes to inclusive employment, especially how to manage the Differently Abled People (DAP). I have at Deutsche Bank continued to share my working journey and experience, so that everyone is aware and more embracing. Things have changed a lot since 1997," Pek says.
dbEnable also works closely with SG Enable, Singapore's national agency for disability, which operates the Enabling Mark benchmarking and recognition framework for businesses across Singapore. Deutsche Bank Singapore received the platinum Enabling Mark in 2024.
In addition to this work, Pek has worked with Human Capital Singapore (HCS), American Chamber of Commerce (AmCham), Singapore Business Network On Disability (SBNoD) and Tomowork and is president of the Handicaps Welfare Association (HWA). He also sits on the Advisory and Governance Board (AGB) for Next WorkforceX@HR Powerbank.
Next WorkforceX@HR Powerbank was launched by former President of Singapore, Halimah Yacob, in November 2022, with the objective of preparing people with disabilities to enter the world of work. The organization facilitates job placements by matching skills and competencies with job requirements. Since its inception, Pek has coached and mentored more than 100 job hunters.
In 2024, Pek was one of 13 recipients of the Goh Chok Tong Enable Award, which recognizes people with disabilities who have made significant achievements in their fields.
His work isn't just about helping those with cerebral palsy or corporate ambitions. His daughter is neurodivergent, and he is passionate about ensuring she grows up in an inclusive and accessible society. "My experience as father, husband, son and family member is precious and spreading that knowledge is critical to society as a whole," he says.
Does AI help or hinder accessibility in CX and EX?
Pek has specialized in AI systems for corporate use since the 1980s; however, the proliferation of AI-powered tools over the last decade has been a double-edged sword for those with additional needs.
For many people with visual, auditory, speech, cognitive, and mobility impairments, AI-powered technologies have provided a lifeline, enhancing their experience of the world both online and off. However, when it comes to CX, some AI use cases are locking out those with permanent and temporary disabilities.
According to the 2026 edition of the Contact Centre Management Association's annual Voice of the Contact Centre Consumer, vulnerable consumers are more likely to avoid online customer service channels because they find them difficult to use, with 80 percent of those with care needs and 76 percent of those who identified as "health vulnerable" reporting they have done so. Furthermore, research published by ArvatoConnect in June 2026 concluded that the use of AI – particularly in financial services – "risks worsening access for those who need it most".
Why accessibility still needs internal advocates to drive change
New regulations in the EU and US are designed to tackle issues such as those highlighted by AvartoConnect and the CCMA, but compliance has not been as rapid as anticipated.
In 2026, CX Network's annual research into the state of CX asked members how they adapted to recent regulatory changes. The research found that 47 percent said they have taken steps to make digital customer journeys more accessible in line with new regulations, but 22 percent said they have not, and 33 percent were unsure.
During a think tank session at the CX Retail UK Exchange in July 2026, Lee Lobb, retail partnerships manager at Level Access, said that, at least online, many of the site optimizations that organizations are making for AI search and AI assistants will also benefit accessibility.
Attendees at the session were keen to overcome the challenges they faced in making their EX and CX more inclusive for those with additional needs; however, all agreed that meaningful action was dependent on internal advocates who could drive change.
Drawing on his own experience, Pek says physical adaptations across Deutsche Bank's offices help him on a day-to-day basis and are an integral part of the inclusive culture the organization has fostered. He also praises the accessibility focus of organizations in the SBNoD network, such as Singtel, Accenture, Barclays, KPMG and GSK.
Around the world, however, accessible design, accessible CX and inclusive workplaces continue to be a work in progress, particularly when it comes to digital CX.
In Europe, where the European Accessibility Act (EAA) is now a requirement of doing business, compliance is still catching up to regulation. To support this, in August 2026, the AccessibleEU Centre announced a new training course for accessible technology design for professionals who want to deepen their expertise in digital accessibility and accessible ICT design.
In the US, where the Web Content Accessibility Guidelines (WCAG) are now in force, thousands of consumers have sued – and continue to launch legal action against – online retailers and other companies, under Title III of the Americans with Disabilities Act (ADA). According to Level Access, federal web accessibility lawsuits filed under Title III of the ADA reached 3,117 in 2025, marking a 27 percent increase from 2024 and the second-highest annual total on record.