By INSTITUTIONAL COMMUNICATION | EGADE BUSINESS SCHOOL
Workplace inclusion has become an increasingly relevant factor on corporate agendas—not only for its social dimension, but also for its impact on strategy, operations, and long-term value creation. Understanding inclusion as a leadership decision, rather than an aspirational discourse, is key to closing the gap between intention and practice.
In a new episode of Territorio Negocios, titled “Inclusion as a Strategic Decision”, Lucila Osorio, Director of the Department of Marketing and Business Intelligence at EGADE Business School, and Ramón Ramírez, Director of Public Relations and Fundación Cinépolis, analyze why bridging the gap between rhetoric and reality remains one of the main challenges for organizations in Mexico and Latin America.
The episode was hosted by Pablo Necoechea, Regional Director of EGADE Business School in Mexico City and Querétaro.
Osorio explained that many inclusion initiatives have gained visibility as mechanisms for competitive differentiation but do not always become truly embedded within organizations.
“There is a conversation around whether these initiatives are implemented because they are consistent with organizational values, or whether they can sometimes be perceived as a way of following a trend,” she noted.
The academic highlighted that recent research shows inclusion does not compromise the customer experience.
On the contrary, she stated that “consumers are willing to make small adjustments,” such as accepting slightly slower service, when they understand that it is part of a genuine effort to include people with disabilities.
She also emphasized that these practices are often perceived positively, particularly among consumers with close personal connections to disability.
From his perspective, Ramírez shared that workplace inclusion at Cinépolis has been a process of awareness-building and organizational learning.
“Understanding ability beyond disability” has been essential to assigning appropriate roles and strengthening teamwork, he explained, noting that inclusion generates internal benefits such as cohesion, a sense of belonging, and pride among employees.
The executive acknowledged that the impact of these practices is not always immediately reflected in financial metrics, but rather in strategic variables such as organizational culture and corporate reputation.
“Clearly, one of the most important benefits is related to reputation, external image, and also to cultural aspects,” he stated.
Both speakers agreed that one of the greatest challenges is ensuring that inclusion becomes a transversal element of strategy, rather than an isolated initiative. Achieving this, they noted, depends largely on leadership commitment—particularly at the executive level—to align policies, processes, and teams around a shared vision.
Territorio Negocios releases a new episode every Tuesday on Spotify, Apple Podcasts, Amazon Music, and YouTube Music.
