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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