InMoment, a Press Ganey company, has announced the publication of its 2026 Asia-Pacific Consumer Trends Report: The CX Trust Deficit: Loyalty at Risk in the Digital Age. The study reveals a growing trust crisis in customer experience across the region and provides actionable insights for brands seeking to strengthen customer loyalty in an era defined by AI, data privacy concerns, and rising consumer expectations.
“Brands can no longer treat customer experience as a service function alone,” said David Blakers, managing director, APAC, at InMoment, a Press Ganey company.
“CX is now a core trust-building mechanism. Organisations that fail to operationalise trust risk losing loyalty and long-term growth. This report provides a roadmap for brands to close the trust gap and deliver experiences that inspire confidence and connection”.
Organisations must take deliberate action, such as invest in real-time feedback systems; remove friction from every touchpoint; deliver meaningful personalisation backed by demonstrable value; and balance digital innovation with human connection.
Putting Human Experience (HX) at the core of your strategy is a competitive advantage. Brands that actively listen, respond with relevance, and operate with transparency will not only earn trust but sustain it in an era defined by choice and control.
The report is based on a quantitative online survey of 2,123 consumers in Australia, New Zealand, Singapore, The Philippines, Malaysia, Thailand, and Japan aged 18 and over, recruited to reflect a representative sample in terms of age, gender, and region. The survey explored attitudes and behaviours related to trust, data sharing, personalisation, AI usage, and brand loyalty across multiple industries, including retail, financial services, and insurance. The data provides statistically valid insights into evolving consumer expectations and the role of trust in shaping customer experience in the digital age.
