To build an omnichannel strategy that drives customer trust, companies must prioritize transparency, capability, reliability, and humanity. Customers want brands to follow through on their promises, be transparent about data use, offer value for money, deliver consistent service, and treat them fairly. Technical leaders can start building trust by integrating voice calls, SMS, email, and video into their communications channels, showcasing brand intent, and delivering customer value across all touchpoints in the omnichannel journey. By doing so, companies can win over and retain loyal customers who will spread the word about their trusted brand.