For teams
Your next customer won't be human.
Your product, engineering, and CX teams are the ones who'll build for machine customers. They need to understand what that means before the sprint planning starts.
Workshops - Designed for Leadership, Product, Engineering & Design.
Half-day · 3 hours
Agentic commerce Readiness - Building experience for AI that buys
Outcome
Your cross-functional team leaves with a shared understanding of agentic commerce in their context, a mapped machine customer journey for a specific your products or category, and a prioritised set of actions for Product, Engineering and Design.
Who it's for
Product · Engineering · Design teams · 8-20 participants · cross-functional mix recommended
Format
Expert input + facilitated team exercises + working session · Can be run in-person · Requires no pre-work from participants
What the team leaves with
Machine Customer Canvas applied to your business · 5 MCX types mapped to your real context · Machine customer journey for one product/category
full-day · 6 hours
Agentic commerce Strategy - Building your machine customer roadmap
Outcome
Leadership and cross-functional teams leave aligned on your machine customer strategy, with a MCX roadmap and 90-day action plan they can take immediately to their respective functions.
Who it's for
Product, Engineering and Design leads + relevant stakeholders · up to 30 participants · ideal for leadership offsite or strategy day
Format
Expert input + facilitated team exercises + working session · Can be run in-person · Requires no pre-work from participants
What the team leaves with
MCX Strategy Map · Machine Customer Journey across multiple touch-points · Decision frameworks for build vs. change vs. protect · Prioritised 90-day plan by function
"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.