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The CX Trust Deficit: Loyalty At Risk In The Digital Age
Trust is the new currency of customer experience. Are you ready to earn it?
Brands across Asia-Pacific are facing a trust crisis. In an era of AI, rising cyber threats, and heightened consumer expectations, customer experience (CX) can no longer be treated solely as a service function —it’s now also integral to building trust.
InMoment’s 2026 Asia-Pacific Consumer Trends Report uncovers powerful opportunities for brands to align promises with consumer expectations—unlocking trust, loyalty, and long-term growth. Based on insights from over 2,000 APAC consumers, this report uncovers:
- Why trust is fragile – and how to strengthen consumer trust your brand
- The role of AI transparency and data responsibility in strengthening consumer trust and safeguarding your CX strategy
- How advanced personalisation and real-time responsiveness can boost loyalty and deliver better customer experiences
- Industry-specific data and best practices for financial services, retail, and beyond to elevate your CX performance.
Key findings:
- 84% of consumers would pay more to buy from a brand they trust with their data.
- Only 15% trust brands to use personal data responsibly.
- 92% expect a response within 24 hours after giving feedback.
Trust has become a premium feature. It’s time to rethink your CX strategy and operationalise Human Experience (HX)—where empathy, clarity, and relevance meet innovation.
Download the report today and discover how to build trust that inspires lasting loyalty.
