Katja Forbes
Katja Forbes is a fearless CX innovator and award-winning leader who consistently challenges the boundaries of customer experience and AI. Named one of Westpac/AFR’s “100 Women of Influence” and ranked among CX Network’s Top 20 CX Leaders in AI and Financial Services, she boldly transforms traditional corporate cultures into dynamic, client-centric powerhouses. As Executive Director, Head of Client Experience, Insights and Development at Standard Chartered Bank, Katja expertly blends human-centered design with cutting-edge technology, establishing her organisation as a global thought leader. An outspoken advocate for women in leadership, her compelling voice, sharp insights, and magnetic on-camera presence make her an industry standout.
Presentations
Leadership By Design 2025
Machines Customers: The Evolution Has Begun
What if your next customer isn’t human? In a world increasingly run by AI, machines are rapidly becoming independent economic actors, making buying decisions without human intervention. In her provocative talk, “Machines Are Customers Too,” Katja Forbes challenges businesses to radically rethink their approach to customer experience. She unveils how traditional customer journeys, trust-building, and engagement strategies must evolve to accommodate AI-driven agents and autonomous systems as genuine customers.
