Katja in U.A.E. - April 2026
Last month, Mastercard processed the first agentic payment transaction outside the U.S. in the U.A.E.—an AI agent bought movie tickets at VOX Cinemas without a human ever touching the checkout. The customer never visited the website. Never saw the brand. The AI made the purchase decision.
The U.A.E. is investing billions in autonomous infrastructure while your customer experiences still assume humans are buying. That's the gap I close.
When procurement AI is choosing your vendors and delivery bots are your customers, who designed the experience they'll interact with? Your teams need to own this transformation. I can show them how.
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.
who I am
Can an AI agent complete a purchase on your site without human intervention?
Does your loyalty program have an API that algorithms can query?
Do you know which of your transactions already come from automated systems?
"Is Your Business Machine-Readable?"
Let’s meet in april
I’ve got limited slots to meet on the 27th of April and I’d love to hear about your Agentic Commerce challenges and offer my thinking. Drop me an email and let’s connect!