The CX Cast 427: Volatility, Responsible AI, And Trust
14 snips
Nov 4, 2025 Enza Iannopollo, VP Principal Analyst at Forrester, specializes in privacy and responsible AI. She discusses the shifting landscape of trust in customer experience amid global volatility. Enza emphasizes the importance of empathy and accountability in building trust, especially during crises. She shares actionable strategies for companies and highlights the limitations of AI in emotional contexts. Real-world examples from Zurich, Amsterdam, and Vodafone illustrate responsible AI in practice, showcasing how to nurture trust in increasingly complex environments.
AI Snips
Chapters
Transcript
Episode notes
Trust Is A Positive Expectation
- Forrester defines trust as a customer's high expectation of a positive outcome when engaging with an organization.
- This definition focuses on positive expectations and distinguishes trust from distrust or mistrust.
Volatility Shifts Trust To Personal Networks
- Global volatility shifts trust away from institutions toward personal relationships like friends and family.
- This reallocation means brands can no longer rely on legacy status alone to earn trust.
Act On The Trust Levers That Matter
- Identify which trust levers matter to your customers and take deliberate actions to demonstrate them.
- Empathy and accountability are common levers to prioritize and operationalize within your organization.