InMoment：2026年亚太地区消费者趋势报告：客户体验信任赤字：数字时代的忠诚度危机（英文版）（16页）.pdf

1、 The CX Trust Deficit:Loyalty At Risk In The Digital AgeThe 2026 Asia-Pacific Consumer Trends Report by InMoment(a Press Ganey company)exposes the growing disconnect between brand promises and consumer expectations.While AI,data privacy and personalisation are becoming more important to customer exp

2、erience,if consumer concerns in these areas are not managed well,they could jeopardise brand reputation.2026 Asia-Pacific Consumer Trends Report1.Executive summary:The trust era 3.5 Ways to build trust that lasts1.Trust is a competitive advantage2.Human-first is how brands rebuild connection in a di

3、gital world3.Personalise with purpose 4.Loyalty is on the line 5.AI can help,but only if its honest 2.Trust in CX:New consumer expectations and brand opportunities4.What it takes to earn trust now5.Research methodologyContents2 InMoment,A Press Ganey Company.All rights reserved.Executive summary:The

4、 trust eraBrands are facing a trust crisis.Trust in customer experience is on the lineand so is loyalty.In an age of AI,cyberattacks,and rising consumer expectations,brands can no longer afford to treat CX as a service function alone.Its now a core trust-building mechanism.InMoments 2026 Asia-Pacifi

5、c Consumer Trends Report explores shifting consumer behaviours,with insights into trust thresholds,willingness to share data,and the evolving role of AI in the brand relationship.The study finds that 84%of Asia-Pacific consumers would choose a brand they trust with their data,even if it means paying

6、 more.Trust has become a premium feature.This growing gap between willingness and trust is redefining what CX must delivernot just in efficiency,but in emotional reassurance and value exchange.Its no longer enough to be fast or smart.Brands must also be human.At InMoment,we believe trust goes beyond