Featuring:

Enza Iannopollo, VP Principal Analyst

Show Notes:

In this episode, Martin and Angelina welcome back VP principal analyst Enza Iannopollo to discuss the evolving nature of trust in CX — especially in the context of global volatility and the rise of AI. The conversation covers Forrester’s latest research on trust, actionable strategies for organizations, and real-world examples of responsible AI. We discuss:

  • Trust as a tangible, actionable concept that’s shaped by levers like empathy, accountability, and transparency.
  • How global volatility is shifting trust away from institutions and brands toward communities and personal relationships.
  • How organizations can build trust proactively by demonstrating empathy, being transparent, and owning up to mistakes.
  • The role of responsible AI in trust building and the necessity of human support and cultural adaptation.