Machine Customers: The Evolution has Begun: How Ai That Buys is Changing Everything

— —

Katja Forbes

Machine Customers

The Evolution has Begun: How Ai That Buys is Changing Everything

Katja Forbes

$34.95

Paperback

Not in-store but you can order this
How long will it take?

Availability Information

We source books from suppliers in Australia and overseas. For books we don't currently have in stock, the time it takes to get them from our suppliers can vary widely - from a few days to a few months - so we check each book with each supplier to determine the expected time it will take to be supplied to us.

We then advise you accordingly. If the time taken to get any book is too long for you, you can let us know and we will cancel or adjust your order, and refund as required.

To find out the anticipated arrival time for specific items prior to ordering, please contact us by phone or email:

Phone +61 2 9264 3111, or 1800 4 BOOKS (1800 4 26657) if outside Sydney:
option 1 Abbey's Bookshop (Crime, History, Science, Kids & more) • info@abbeys.com.au
option 2 Language Book Centre (ESL & Foreign Languages) • language@abbeys.com.au
option 3 Galaxy Bookshop (Sci-fi, Fantasy, Romance, Graphic Novels) • sf@galaxybooks.com.au

QTY:

English

Woodslane
15 November 2025

Economics & Business; Business strategy

What if your next customer didnt have a pulse, preferences, or patience for poor performance?

In Machine Customers: The Evolution Has Begun, CX Evolutionist, Katja Forbes, reveals how intelligent agents, autonomous procurement systems, and logic-driven buying platforms are silently revolutionising commerce. This trillion-dollar transformation is happening now, not in some distant future.

Visa and Mastercard’s AI agents are shopping for customers. Walmart’s AI procurement makes million-dollar purchasing decisions in seconds without human intervention. Consumer advocate agents negotiate you out of your gym contracts. ChatGPT Agent will plan and book your holidays. These machine customers dont respond to emotional appeals or brand storytelling. They evaluate clear information, consistent performance, and verifiable claims faster than any human ever could.

Every business leader should be asking the same question: ""How do we stay competitive when our customers are machines?"" Forbes provides the answer. Drawing on exclusive interviews with Don Scheibenreif (Gartners leading machine customer authority) and Bruce Temkin (creator of industry-standard CX metrics), plus experts from Salesforce, Qualtrics, and other industry leaders, this book reveals the strategic playbook early adopters are using to build competitive advantages.

The book transforms abstract concepts into Monday-morning implementation through original frameworks: the Machine Customer Experience Strategy Map, five Machine Customer types, and step-by-step guidance for redesigning customer journeys that win both human hearts and machine logic. There are 30-60-90 day plans for leaders and advice on how to set up a machine customer experience operating system in their organisation.

Forbes shows leaders exactly how to make their businesses discoverable to AI agents, design machine-readable value propositions, navigate machine trust and ethics and build algorithmic loyalty systems that lock out competitors. More importantly, she reveals how to excel in the hybrid reality where businesses must serve both emotional humans and logical machines simultaneously.

The businesses that understand this evolution first will dominate their industries. Those that dont will become irrelevant. Forbes ensures readers will be in the first category.

By: Katja Forbes
Imprint: Woodslane
Country of Publication: Australia
ISBN: 9781923630000
ISBN 10: 1923630008
Pages: 240
Publication Date: 15 November 2025
Audience: General/trade , ELT Advanced
Format: Paperback
Publisher's Status: Active

Katja Forbes is a globally recognised customer experience strategist and futurist who has been exploring the intersection of AI and customer experience since 2017, before it was mainstream. Named as one of the Top 20 Global CX Leaders in AI and Global Top 20 CX Leaders in Financial Services by the CX Network, she combines deep industry expertise with forward-thinking innovation. Recognised by CMO Australia as ""an Australian pioneer in the field of experience management and design,"" Forbes brings a unique blend of strategic expertise and communication excellence. As media-trained spokesperson for Standard Chartered Bank on machine customer topics, Forbes provides background briefings for journalists covering AI transformation in financial services. She serves as Chairperson of CX Asia Conference and Customer Experience Live globally, leading the industrys premier forums across Middle East, Asia, and UK. Her leadership has been recognised with multiple Gold Winner awards for Best Customer Experience Team and Best Use of Mobile (CX Asia 2024), and she was honoured in the Australian Financial Review/Westpac 100 Women of Influence awards. Previously recognized as one of the Top 50 Australian Professionals and Top Ten Women Entrepreneurs in Australia, her insights have been featured on Mind the Product Podcast, CX Unlocked Podcast, Australian Design Radio, and across business publications including CMO Australia, B&T Magazine, Marketing Magazine and Kochies Business Builders. Based between Singapore and Australia, Forbes combines deep CX expertise with ethical AI principles to help businesses prepare for a world where their most valuable customers might not be human. Machine Customers: The Evolution Has Begun represents her comprehensive framework for this transformation, developed through years of research, industry interviews, and practical implementation with forward-thinking organisations.