Experience Is the Moat
The model can be copied. The way your system behaves with real customers cannot.
- Why capability benchmarks don't predict customer outcomes
- How the behavioral design of customer interactions creates compounding advantage
- What it takes to build AI that gets better through use — not just better in testing
Using AI is no longer a differentiation factor. Your moat is the way a system behaves in real customer interactions: the decisions it makes, the edge cases it handles, what it learns from every exchange. Yet, most customer-facing AI is built to pass evaluations. Very little is built for how real customers use it. The gap between those two things is where competitive advantage either compounds or collapses. This talk gives you a lens for identifying where your current AI initiatives are optimising the wrong thing. And what building for real interaction actually requires.