Katja Forbes
Head of Client Experience Standard Chartered Bank
Katja is a seasoned leader in the digital industry with a proven track record of driving growth and innovation. As an expert in areas such as CX, UX, data science, and product design, as well as emerging technology, she is a highly sought-after keynote speaker. She has been recognised as one of the top 50 Australian professionals, Top 10 Women Disrupters and as one of Westpac/Australian Financial Review's '100 Women of Influence'.
Currently, as Head of Client Experience at Standard Chartered bank, she leads a team to create high-impact products and services that promote financial inclusion and contribute to a net-zero carbon future. She has also served as an International Director and Vice President on the Global Board of the Interaction Design Association (IxDA) and is a Certified CEO.
As a published author and regular media commentator, she is not only known for her professional achievements but also for her determination and sense of purpose as a thought leader and inspiration for women around the world.
20 November 2024 | Main Conference Day 1
8:55 AM Opening Remarks by Chairperson
11:20 AM Panel Discussion: Building Lasting Relationships with Targeted Engagement
- How can micro-segmentation help companies identify and prioritise loyal customer segments?
- Effective strategies for designing targeted loyalty programs based on micro-segment insights
- How can micro-segmentation be used to predict customer churn and implement retention strategies for at-risk segments?
- Challenges and ethical considerations when personalising loyalty programs based on micro-segmentation
- Bridging the gap between digital natives and digital adopters
21 November 2024 | Main Conference Day 2
9:05 AM Opening Remarks by Chairperson
9:10 AM Panel Discussion: Omnichannel Orchestration: Seamless Journeys Across Every Touchpoint
This discussion explores strategies for breaking down data silos, personalising interactions across channels, and ensuring a smooth and delightful customer journey at every touchpoint.
- Machine Learning Magic: Discover how AI algorithms can analyse vast amounts of data to uncover hidden patterns and personalise experiences beyond human capabilities
- Ethical Considerations: Navigate the ethical landscape of data gathering and personalisation – ensure transparency, respect privacy, and build trust with your customers
- The Human in the Loop: Don't let AI rule the roost – empower human agents with insights and tools to deliver the ultimate personalised touch when needed
Check out the incredible speaker line-up to see who will be joining Katja.
Download The Latest Agenda
