Customer trust is a must in today's hyper-competitive, ultra-connected business environment. Everyone wants to do business with companies they trust. According to the 2011 Edelman Trust Barometer, 56% of U.S. survey respondents said they trust businesses, up from 20% in 2009. This means that companies that lack trust will quickly lose customers to the competition.

Companies need to take their customer experience to the next level. This means being more responsive and proactive, delivering consistently on brand promises, listening to customers and acting on that insight. Read on to learn:

• Why customer trust is critical today
• The two actions companies can use in the contact center to build trust
• The role of customer insight in developing customer trust
• The five steps every company must take to build customer trust.