Enza Iannopollo

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.