Featuring

Enza Iannopollo, VP, principal analyst

Show Notes

In this episode, Martin Gill and Angelina Gennis welcome Enza Iannopollo — VP, principal analyst — to discuss new research on trust, responsible AI, and what businesses must do to earn customer confidence. Drawing on fresh European consumer data, they explore why distrust has become the default response to AI and how organizations can build experiences that customers are willing to trust. The conversation introduces four distinct consumer groups, from AI distrusters to embracers, and explains how different customers evaluate AI-enabled experiences. The discussion also examines the foundations of responsible AI, including transparency, accountability, fairness, privacy, security, reliability, and human oversight. We discuss:

  • Why only a small percentage of consumers trust AI-generated information.
  • The four AI trust personas shaping customer expectations.
  • How trust influences total experience performance.
  • Why responsible AI must be foundational rather than optional.

Forrester clients can access Enza’s recently published research, which includes Your Roadmap To Responsible AI and The Responsible AI Solutions Landscape, Q2 2026.