#855: Fullstory President Jason Wolf on moving from observation to actively assisting digital customers
From The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX by The Agile Brand
May 6, 2026 · 22 min · Season 8 · Episode 855
About this episode
Jason Wolf discusses the evolution of digital experience management from observation to active customer assistance.
What's the bigger blind spot for most brands’ digital experience: knowing that a customer is struggling, or understanding why and being able to help them in that exact moment? Agility requires not just identifying customer friction quickly, but having the tools to resolve it in the moment. It’s about shortening the gap between insight and action to create better experiences, faster.Today, we're going to talk about a strategic evolution in digital experience management: moving beyond passively observing user behavior to actively intervening and guiding users toward success, directly within the product. We’ll explore how this shift is being accelerated by strategic acquisitions and how it empowers product, marketing, and CX teams to solve problems in real time.To help me discuss this topic, I'd like to welcome, Jason Wolf, President at Fullstory. About Jason Wolf Jason Wolf is an accomplished technology executive with over two decades of experience driving strategic growth and operational excellence across the technology sector. As President of Fullstory, Jason leads sales, customer success, support, professional services, partnerships, and revenue operations.Before joining…
People in this episode
Host: Greg Kihlström
Guest: Jason Wolf
Topics covered
- digital experience management
- customer assistance
- user behavior
- strategic acquisitions
- real-time problem solving
Keywords
- customer experience
- digital friction
- agility
- user success
- marketing technology
Mentioned in this episode
Organizations: Fullstory, Ping Identity, SAP
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