ESG (Environmental, Social, and Governance) and CX (Customer Experience) are no longer separate strategies. In 2026, they will intersect to shape how brands earn trust, loyalty, and long-term growth. Customers increasingly expect that their experiences reflect ethical practices, transparent operations, and measurable sustainability.
Below are six key questions that reveal how ESG and CX will evolve together in the coming year.
At BARE International, we don’t just observe what makes great customer experiences. We live it. As a global leader in customer experience research, our commitment to ESG (Environmental, Social, and Governance) is more than a set of values. It’s a framework that guides how we lead, support, and evolve. Here’s how we bring ESG to life across our company.
Integrating ESG into customer experience isn’t just a moral decision. It’s a smart business one. From lowering costs to boosting loyalty, companies that prioritize Environmental, Social, and Governance principles in CX are proving that doing good is also good for the bottom line.
Profit loss in most organizations does not start with dramatic failures. It begins with small experience gaps that go unnoticed until they quietly influence customer decisions. The earliest warning signs rarely appear in reports or dashboards, which is why companies often realize the impact only after performance begins to slip. CX audits are designed to catch those hidden issues before they become costly.
You can’t improve what you don’t measure. Customers expect more than promises; they want proof that brands are serious about sustainability, social impact, and transparency. Tracking the right ESG metrics is no longer just about compliance. It is a way to build trust, strengthen loyalty, and create a better customer experience.
By Aviraj Puri, ISHC, BARE International
For decades, hospitality has been synonymous with service – warm greetings, quick assistance and consistency across touchpoints. But today, the industry is undergoing a profound transformation. The modern guest is no longer satisfied with good service alone; they seek connection, meaning, and moments that feel personally crafted. Hospitality is no longer just an exchange of value – it has become an experience economy driven by emotion and human-centered design.
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Picture this: You place an online order for a pair of sneakers. They’re shipped overnight, arriving in a box inside a box, stuffed with plastic fillers and paperwork you didn’t ask for. It feels seamless. Fast. Easy.
But behind that perfect customer experience? A trail of carbon emissions from warehouse lights humming all night, diesel-fueled trucks crisscrossing cities, and excess packaging headed straight to a landfill.
The truth is, every customer interaction has a footprint—and today’s eco-conscious consumers are paying attention.
At BARE International, we know that delivering excellent CX and being environmentally responsible aren’t mutually exclusive. In fact, the smartest brands are showing us they go hand-in-hand.
You don’t have to operate a manufacturing plant to leave a sizable carbon mark. CX processes—especially in retail, hospitality, logistics, and even digital services—contribute more to environmental impact than many companies realize.
Common carbon culprits in CX include:
The scale is massive— e-commerce shipping and returns accounted for approximately 37% of total greenhouse gas emissions generated by e-commerce in 2020.
Today’s customers aren’t just voting with their wallets—they’re voting with their conscience. Studies show that 85% of consumers have shifted purchasing behavior toward being more sustainable in the past five years.
They notice when brands cut waste, opt for greener shipping, or offer digital receipts instead of printing mile-long slips. They notice when companies walk the sustainability talk—and they reward it with loyalty.
Here’s the good news: companies don’t have to choose between satisfying customers and saving the planet. Small, thoughtful changes in CX design can create a big difference.
At BARE International, we help brands track shifts in customer expectations—including growing demand for greener experiences—and uncover opportunities to align sustainability with service excellence.
Every box, every call, every click—your customer experience has an environmental story. Designing a low-carbon CX isn’t a trend. It’s the future.
At BARE International, we help brands discover the real impact of their service journey—and how to create experiences that delight customers and respect the planet.
Let’s build a footprint you’ll be proud of.
Customers today aren’t just buying products—they’re buying into values. A recent study revealed that 75% of consumers worldwide expect brands to contribute to their well-being and quality of life. forbes.com
This means ESG (Environmental, Social, and Governance) isn’t just a corporate checklist—it’s a powerful driver of customer experience (CX). At BARE International, we see firsthand how ESG-forward brands build deeper trust and loyalty.
Revenue rarely disappears in a single moment. It slips away slowly, hidden inside everyday interactions that leaders never see. Long before sales drop or complaints rise, the customer experience has already started sending warnings. The challenge is that most companies are not looking in the right places to catch those signals.
By Marguerite Turner, Operations Manager at BARE International
Understanding the customer experience often requires more than data points and written observations. The most meaningful insights live in real moments: how a visitor is greeted, the energy of the space, the subtle cues that influence whether someone engages, explores, or walks away. Traditional reporting can capture the facts, but video captures the truth.