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What happens when AI becomes the customer?

In this episode of the AI Visionary Podcast, we sit down with Katya Forbes — globally recognized CX strategist, futurist, and author of Machine Customers: The Evolution Has Begun.

We explore the rise of AI agents, machine customers, agentic commerce, and what business leaders must do NOW to survive the next wave of AI transformation.

From trust, ethics, and AI-driven purchasing… to why brand loyalty may no longer matter in an AI-first economy — this conversation challenges everything CEOs, boards, and business leaders think they know about customer experience.

If you work in AI, strategy, customer experience, digital transformation, or leadership — this episode is essential viewing.

In This Episode

- Why AI customers are already here
- How machine customers make buying decisions
- Why APIs alone are NOT enough
- The future of brand loyalty in an AI economy
- Why values and ethics become competitive advantages
- The hidden risks of AI agents and misinformation
- What CEOs are missing about AI transformation
- How companies should redesign customer experience
- The future of AI procurement and autonomous buying
- New jobs that AI will create

About the AI Visionary Podcast

The AI Visionary Podcast is hosted by Joel Azariah and Milind. Our mission is to share actionable, unique and bold insights on one central question: how do we generate sustainable ROI from AI?

Each episode features global AI leaders speaking candidly about the real challenges, pathways to success, and pitfalls to avoid on the journey to meaningful AI transformation.

Available on YouTube, Spotify and Apple Podcasts. Please like, subscribe and leave us a review — it helps more leaders find these conversations.

Guest: Katja Forbes - CX Evolutionist

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91% of AI transformations fail.

Not because of the technology. But because of the questions nobody asks, the structures nobody wants to change, and the human side of transformation that gets quietly shelved in favour of another pilot.

In this episode of the AI Visionary Podcast, Joel Azariah and co-host Milind sit down with Dr. David Hardoon, one of the most candid and experienced AI leaders in the world today.

David has taken a path very few leaders in this space have. From academia to global consulting. From architecting Singapore's national AI strategy at the Monetary Authority of Singapore to building a greenfield AI consulting firm from scratch. He has seen AI transformation from every angle: as a researcher, a practitioner, a regulator, and the person accountable for making it work at a national level.

In this conversation, David shares what he has learned from two decades at the intersection of AI, business, and human behaviour. And he holds nothing back.

In this episode you will hear:

• Why the technology is the easy part of AI and what the hard part actually is
• The one question David asks in every AI meeting that most leaders are afraid to ask
• Why making AI the crown jewel of your transformation almost guarantees it will underdeliver
• How to move AI from a cost centre to a profit centre — and what organisational structures make that possible
• Why 91% of AI efforts fail — and what the 9% do differently
• How to manage fear and resistance in your organisation without losing your best people
• Why David believes standalone AI regulation is the wrong approach — and what should replace it
• The personal story behind David's resilience — and why it is the most important thing he brings to every boardroom

This is not another conversation about AI tools or trends. It is an honest, experience-driven discussion about what it actually takes to generate meaningful, sustainable ROI from AI.

If you are a CEO, board member, Chief AI Officer, or a leader trying to understand why your AI investments are not delivering the returns you expected — this episode is for you.

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About the AI Visionary Podcast

The AI Visionary Podcast is hosted by Joel Azariah and Milind. Our mission is to share actionable, unique and bold insights on one central question: how do we generate sustainable ROI from AI?

Each episode features global AI leaders speaking candidly about the real challenges, pathways to success, and pitfalls to avoid on the journey to meaningful AI transformation.

Available on YouTube, Spotify and Apple Podcasts. Please like, subscribe and leave us a review — it helps more leaders find these conversations.

——

Guest: Dr. David Hardoon
Former Chief Data Officer, Monetary Authority of Singapore

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Most companies aren’t failing at AI because of the technology.

They’re failing because of leadership, incentives, and execution.

And it’s costing them millions.

In this episode, a former CIO, Stanford AI PhD, and global AI transformation leader breaks down why most AI initiatives never deliver meaningful ROI — and what business leaders must do differently.

If you’re a CEO, board member, Chief Data Officer, or senior executive navigating AI investments, this conversation will challenge how you think about AI strategy, org design, hiring, and transformation.

This isn’t about hype.

It’s about execution.

You’ll learn what actually drives AI ROI, why endless pilots happen, how AI leadership must evolve, and the structural mistakes that keep companies stuck.

• The 3 reasons most AI initiatives fail
• Why hiring engineers won’t fix your AI problem
• The “AI Translator” role every organization is missing
• Why AI leaders must report directly to the CEO
• The execution gap blocking AI ROI worldwide
• How to structure your first 90 days as a Chief AI Officer
• Why endless AI pilots are often intentional
• The dangerous myth about humans in the age of AI

00:00 – Why AI ROI keeps failing
03:18 – From Wall Street CIO to AI transformation leader
07:01 – The 3 real reasons AI initiatives fail
10:37 – Where AI leadership must sit in the org chart
15:55 – Are we in an AI bubble?
17:51 – The execution gap nobody talks about
19:18 – Why some companies move fast — and others stall
23:31 – Real use cases: Where banks see ROI first
31:52 – The first 90 days as a Chief AI Officer
34:45 – Why AI leaders fail (even with great resumes)
38:02 – Rapid fire: CDO vs Chief AI Officer
39:27 – The most underrated truth about AI

Dr. Maxim Afanasyev is the Financial Services Industry Head for Asia-Pacific and Japan at Google Cloud, where he's leading AI strategy for one of the fastest-growing industries across some of the world's most dynamic markets.

But what makes Maxim's perspective truly unique is the journey that got him here. He holds a PhD from Stanford in Operations and AI, spent years as a derivatives trader at Royal Bank of Scotland, became Chief Investment Officer managing over a billion dollars in AI and tech investments, then pivoted to become one of McKinsey's first "Analytics Translators" - a role McKinsey predicted would need millions of professionals worldwide.

From there, he led the digital transformation of an $11 billion corporate banking business at Standard Chartered across 50+ markets, before joining Google Cloud where his work has contributed to FSI revenue growing at 2x the market average for three consecutive years.

He's behind some of the most impressive AI deployments in financial services - including HSBC's Anti-Money Laundering AI system that processes over a billion transactions per month and cut false positives by 60% while increasing true fraud detection by up to 4x.

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