Episode 1: Katja Forbes

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Episode 1: Katja Forbes

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Katja Forbes always says yes to adventure: "Let's try it once and see what happens." In this conversation with Material's Ben Mooney, Katja discusses how she's brought that attitude to her work with AI — how it grew from being an on-demand tutor to help her code in Python to a "thought partner" tool that amplifies her thinking and connections, and how she's now helping other CX leaders take advantage of AI's potential while navigating heavily regulated spaces like banking and financial services. Katja and Ben also talk about the rise of machine customers and how organizations need to build the infrastructure to bridge human and machine interactions if they want to be successful in the new age of AI. Hosted by Ben Mooney — Managing Director, APAC at Material Having lived in multiple countries, led global teams, married and become a father of three kids, change is something Ben knows all too well, giving him the perfect background to explore the topic of change and its impacts around the world. Ben is personal yet practical in his interview approach, exploring guests' stories, key moments and navigation points through their change journeys. An experienced interviewer, Ben previously hosted a series called The Business of Transformation. www.materialplus.io Featuring Katja Forbes — Head of Client Experience, Insights and Development at Standard Chartered Katja Forbes is a fearless CX innovator and award-winning leader who consistently challenges the boundaries of customer experience and AI. Named one of Westpac/AFR's "100 Women of Influence" and ranked among CX Network's Top 20 CX Leaders in AI and Financial Services, she boldly transforms traditional corporate cultures into dynamic, client-centric powerhouses. As an Executive Director at a Global Financial Services firm, Katja expertly blends human-centered design with cutting-edge technology, establishing her organization as a global thought leader. An outspoken advocate for women in leadership, her compelling voice, sharp insights and magnetic on-camera presence make her an industry standout. Her new book, Machine Customers: The Evolution Has Begun, will be published in November 2025. www.katjaforbes.com

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