CX Global Summit 2026. Green Marketing for Customer Trust

Today’s customers are far more sceptical than they were a decade ago. Surrounded by endless sustainability claims, they no longer take “green” promises at face value. Trust is earned only when actions are consistent, transparent, and clearly felt across the customer experience, not just communicated through marketing. Across industries, trust is no longer built by well‑crafted messaging alone. It is earned through consistent action, transparency, and experiences that genuinely reflect a brand’s environmental and social commitments.

This reality formed the core of “Beyond Green Marketing: Designing Sustainable Customer Experiences That Build Long‑Term Trust,” a keynote session delivered by Tika Sylvia, Chief Marketing Officer at Koltiva, at the 2nd Annual CX Global Summit Indonesia 2026. Taking the stage in Jakarta, Tika challenged businesses to rethink sustainability not as a communications strategy, but as a core component of customer experience (CX).

The session concluded with a clear message: sustainability earns trust only when it is designed into products and customer experiences, and backed by traceable, verifiable data.

In a world where conscious consumption is on the rise and greenwashing is under scrutiny, brands that lead with action, not claims, will be the ones that build long‑term trust.

Sustainability becomes something customers experience rather than merely hear about, it stops being a marketing exercise and starts becoming a competitive advantage.