For executives
Your next customer won't be human.
When your customers stop being human, your strategy needs to change before your competitors' does.
AI agents are making purchasing decisions. Autonomous procurement systems are bypassing sales teams. Consumer AI assistants are delegating shopping on behalf of millions of people. This isn't a technology story — it's a business model story. And it's moving faster than most leadership teams have planned for.
These sessions are for the leadership teams and boards who need to get ahead of it.
Half-day · 3 hours
MCX Executive Briefing
Up to 15 participants
A closed-room session for senior leaders who need to pressure-test their agentic commerce readiness. Not a workshop, no canvases, no breakout groups. Strategic immersion: expert input, structured provocation, and facilitated discussion applied directly to your business context.
Your leadership team leaves with a shared strategic framing of how agentic commerce will reshape your customer relationships, margin structure, and competitive position and a clear view of where you're exposed and where you have an edge.
For: C-suite and direct reports · Board strategy sessions
full-day · 6 hours
MCX Executive Immersion
Up to 20 participants
For leadership teams who have moved past "is this real?" and need to work through what it means for their specific business. By end of day your team is aligned on the threat, the opportunity, and who owns what.
You leave with shared language across your leadership team, a clear view of where your current model is exposed, an agreed position on where to build, protect, and move first and the internal alignment to act on it.
For: C-suite and leadership teams · Strategy offsites Pre-session briefing call included
"Both sessions are bespoke to your sector, business model, and current strategic priorities. Every output is built for your context. Participants work with real examples and walk out with something they can act on - not a framework to file and forget."
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"Katja is one of the freshest, sharpest minds in the CX space."
— Paula Kennedy Garcia, CX Leader · United Kingdom
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"This is amazing work that helps build a set of practical actions for engaging machine customers and AI agents."
— Don Scheibenreif, Distinguished VP Analyst · Gartner · USA
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"A completely novel insight into the new world we are just entering - the world where intelligent machines collaborate to build a new kind of economy."
— Peter Schwartz, Chief Futures Officer · Salesforce & Creator of The Minority Report · USA
What I Do
Speaking: Keynotes on how to lead your Agentic Commerce CX transformation, getting ready to serve AI that buys
Advisory: Fractional CXO work on machine customer strategy—think "how do we design experiences for AI agents and autonomous buyers?"
Workshops: Machine Customer Experience Maturity, Types of AI that Buys, Strategy Map frameworks for Agentic Commerce your teams can use Monday morning
Author: Literally wrote the book on designing customer experience for a customer who is not human.
Meet katja
I’ve led customer experience strategy at global banks, retailers, telcos and airlines empowering leaders to create business outcomes through customer centricity. As agentic commerce and AI agents that can shop gain traction, I wrote "Machine Customers: The Evolution Has Begun" (with a Gartner foreword) to flip the customer journey on its head: Customer focussed teams are the natural owners of machine customer strategy because they already understand buyer journeys, friction points, and experience design. Now I keynote and workshop globally, advising enterprises on how transform their entire customer journeys for algorithms, not just humans and I bring practitioner frameworks that teams can use Monday morning, not theoretical models they'll never implement.