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Lookup NU author(s): Dr Josephine Go JefferiesORCiD
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Traditional inclusion narratives can unintentionally reinforce an us-versus-them logic by positioning neurodivergent individuals as outsiders who must be invited into established systems. This conceptual paper positions neuroconvergenceas an underexamined facilitator of creativity in the customer experience (CX). The neuroconvergence paradigm offers a more inclusive alternative, acknowledging difference without “othering” and framing the organizational frontline as a democratic space where richer experiences can emerge between customers and employees. We argue creative capacity of mixed-neurotype customer-employee dyads can be enhanced through cognitive flexibility, information elaboration, and conflict, but only when communication supports minimize mismatches. This framework extends CX management to explicitly include communication support at the organizational frontline. The authors position communication accessibility as inclusion that enhances frontline creativity, and present a research agenda comprised of policy implications and testing of boundary conditions that inform policy for fostering neuroconvergence.
Author(s): Sirianni N, Greenslade K, Koseoglu G, Go Jefferies J, Satornino C
Publication type: Article
Publication status: In Press
Journal: Journal of Public Policy and Marketing
Year: 2026
Acceptance date: 05/03/2026
ISSN (print): 0743-9156
ISSN (electronic): 1547-7207
Publisher: Sage Publications, Inc.
