There are five steps to building a CX strategy that reduces customer effort and increases your market disruption.

1. Build an omnichannel solution

2. Create unique customer journeys

3. Ease customer effort

4. Dive into data

5. Help customers help themselves

Technology alone can only provide a spark of innovation and is open to imitation. True disruption occurs when a business hits upon the right blend of elements to really have a sustained market impact.

But technology combined with a CX that’s perfectly in phase with modern consumer expectations — that’s how the world’s best brands built their business.

It’s impossible to overemphasize the importance of CX — 93% of consumers agree that it drives their decision making and it’s why 78% are prepared to walk away from your brand after a single sub-par experience. Simply put, CX is your brand’s ultimate differentiator.