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Katja Forbes

Katja Forbes

CX strategist and author of "Machine Customers: The Evolution Has Begun" at The CX Evolutionist; Executive Director of Client Experience at Standard Chartered Bank.

Jul 2, 2026

16:16
Is surname's not Durden, is it?
16:18
It is not, but that's funny.
16:19
Okay.
16:22
No, no, it is not.
16:24
Tyler is my erstwhile delegated agent for all sort of presentations and commentary that I do about delegated agents.
16:32
But Tyler is real.
16:34
Tyler has a credit card through a credit claw option, which is basically it takes my credit card, obfuscates it, and the credit card number is never actually passed to Tyler.

23 MINS LATER

39:56
And it's like, the reality is possibly a lot more nuanced than that.
28:12
[laughs]
28:12
Yeah, it's, it's...
28:13
That's...
28:13
And that's taking the KYA.
28:14
You know, in financial services, we do KYC.
28:17
Then, you know, we're all talking about KYA, so giving agents, um, immutably, provably consistent i- identities that we can say, "This agent belongs to this business or this person and has these governing constraints around it." But there's then the next step behind that, which is know your human.
28:34
Who is the human counterparty in the liability chain there who's ultimately going to be accountable to pay the bill? Like, the agent d- And I think that's partly what Bank of Bots is trying to solve, that the agent has money that it is authorized within whatever constraints it's allowed to operate in to use for the purposes that it ha- it, it has been instructed to act on.

8 MINS LATER

37:14
But yeah, so this pause, I'm just curious about how you think about that.
13:55
But how did you make it s- how did you differentiate it and ensure that it had the right depth of credibility for people that would actually read it?
14:06
Yeah, this is, uh, there's a, a bunch of things to unpack here.
14:10
On the relevancy, I took an 80/20 rule for this book, which was that by the time I published it, it would be 80% right and, you know, and things would be still appropriate to talk about.
14:28
But in the following, like, maybe six months, about 20% of it maybe would move on.
14:33
Something will have happened in the marketplace that changes it.
14:36
So I wrote the book before Claude Cowork existed.
14:40
Um, some of the experiments that I ran using Perplexity's Comment and ChatGPT's Agent Mode, um, the findings that I have from them are still valid and, and, and accurate.

8 MINS LATER

23:05
[laughs]

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