In this episode of CX Unlocked, Katja Forbes, Executive Director and Head of Client Experience at Standard Chartered, explains how AI is changing the very definition of a customer.

She shares insights on building CX functions from the ground up, designing with both humans and machines in mind, and why every business needs to start preparing for AI agents and machine customers.

She also opens up about her career journey, the realities of leading in regulated industries, and how intentional language and self-awareness help women in leadership thrive.

Key topics include:

• What machine customers are and how they behave

• The Agent Experience Framework and four pillars of readiness

• Balancing innovation with compliance

• Proving the ROI of CX through measurable business impact

• Coaching strategies to overcome imposter syndrome

Whether you're leading a CX team, exploring AI use cases, or navigating complexity at scale, this conversation offers practical advice and fresh thinking for the future of customer experience.

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• LinkedIn - https://www.linkedin.com/in/katjaforbes/

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