Brands have spent millions building out customer experience platforms — so why does the experience so often fall apart at the exact moment it matters most?
Agility isn't just about moving faster or scaling up. It's about staying recognizably yourself when the pressure is highest — so the experience still holds together when every system is under strain.
Today we're going to talk about what happens when the experience you designed on paper collides with the reality of peak customer demand. Specifically, we'll cover:
- The idea of "experience debt" — and why high-traffic moments are where the hidden fractures in a customer journey finally show up.
- Turning digital intelligence into actual decisions, not just dashboards, so friction gets fixed at the root instead of patched at the surface.
- Where AI should predict and flag a problem versus act on its own — and what has to change across teams to own the experience end to end.
To help me discuss this topic, I'd like to welcome, Jonathan Moran, Senior Manager, Horizontal Solutions Marketing at SAS.
About Jonathan Moran
Jonathan Moran is responsible for global marketing activities for SAS’ marketing solutions. He has more than 20 years of marketing technology and customer analytics industry experience. Jonathan has designed, developed and implemented analytical software solutions that helped Fortune 500 customers solve unique analytics business issues.
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