Disability Market Strategy Across Physical
and Digital Customer Journeys
Mark DeMontis is a disability market strategist and accessibility expert who helps organizations reduce friction across physical and digital customer experiences. His work supports retailers, payment providers, ecommerce platforms, financial institutions, and enterprise organizations in understanding how accessibility impacts customer decisions, transaction completion, and long-term business performance.
Meet Mark DeMontis
Mark DeMontis is a disability market strategist and accessibility expert with over two decades of experience advising organizations across nonprofit leadership, media, government, and enterprise environments. His work helps organizations understand how accessibility influences customer trust, decision-making, and transaction completion across physical and digital journeys.
Drawing on lived experience and professional insight, Mark brings a clear, business-focused perspective to accessibility. He works with leadership teams to identify where customer experiences break down and how small, practical changes can remove friction and improve performance.
Mark supports organizations operating across North America, including leaders on Bay Street and Wall Street, as they navigate accessibility as a driver of long-term growth rather than a compliance obligation.
The Market Opportunity
Customers with disabilities regularly reach the point of purchase but are unable to complete transactions due to barriers in physical and digital environments. These failures often go unnoticed, yet they represent a significant and recurring loss of revenue.
Research shows that at least 75 percent of transactions fail for customers with disabilities because systems are not accessible. In some checkout environments, abandonment rates can reach as high as 95 percent. These breakdowns occur at the exact moment where intent should convert into revenue.
Organizations that address these barriers reduce abandonment, increase completion, and strengthen customer trust. Accessibility at the point of transaction is not a compliance requirement. It is a commercial opportunity.
How Mark Supports Organizations
Mark works with organizations to reduce friction across physical and digital customer journeys. His advisory approach focuses on the touchpoints that influence trust, independence, and transaction completion.
Key areas of focus:
• Disability market strategy across physical and digital customer journeys
• Checkout and payment experience strategy
• Market insight and executive advisory
• Leadership conversations and keynote engagements
Mark in the Media
Featured for insights on disability market strategy and accessible commerce
Mark DeMontis is regularly featured in media conversations focused on how accessibility impacts customer behavior, transaction completion, and business performance. His commentary connects physical and digital customer journeys to real commercial outcomes, helping organizations understand where accessibility barriers translate into lost revenue.
Through interviews, panels, and industry discussions, Mark brings a strategic perspective shaped by lived experience and executive advisory work. His media appearances explore how organizations across retail, payments, ecommerce, financial services, and enterprise environments can move beyond compliance and unlock growth by improving access at critical moments in the customer journey.