A seamless digital experience is a strategic imperative in today’s world. In an era where customers have zero tolerance for glitches, businesses must ensure flawless interactions. 

To meet this need, the digital experience monitoring industry has been helping companies track and optimize user experiences for many years. This space, however, is evolving rapidly. With AI transforming how companies address technical challenges, there’s a growing need for solutions that can not only identify but automatically resolve issues in real time. The real game-changer is building proactive systems that identify and fix problems before they ever reach the end user. 

Mozark has emerged as a pioneer in this space with its unique “action-first” approach that inverts the traditional data-collection paradigm. While most companies are still trying to adapt their legacy analytics to accommodate AI capabilities, Mozark built its platform to be AI-native from inception. Their work with major global brands like Disney, and Hotstar, and telecommunications regulators across countries, like the FCC in the US, has helped them develop a high-performing solution, that operates at scale—placing them at the forefront of this technological shift. 

At Redseer, we’re exploring this cutting-edge sector as part of our ongoing research into technology trends shaping business transformation. Sandeep Ganediwalla, Partner at Redseer, spoke with Kartik Raja, CEO & Co-Founder of Mozark, to understand their distinctive position in this evolving landscape and their vision for the future of AI-driven digital experience monitoring. Below is an extract from their conversation. 

On the Stage of Evolution of the Industry 

Sandeep: Hello Kartik, it’s great to connect with you today. Since this is a space that not many people understand, Kartik, let me begin by asking you what is the use case for it in layman’s terms. 

Kartik: Let me start with the vision and what the future entails, then work backward. I used to run an analytics company in Singapore where our focus was on generating deep insights from data rather than just doing pure analysis. 

Back then, the industry revolved around collecting data, managing it, analyzing it, and then providing insights for management to act upon. But today, that landscape is undergoing a fundamental shift. The real differentiation is no longer about having superior big data analytics capabilities.  

Now, the focus is on AI Ops and agentic approaches that proactively detect patterns and take actions to resolve issues, without the need to parse massive repositories of data. Everyone recognizes that AI is going to disrupt industries. But the key realization is that analytics, as we knew it, is dead. The traditional cycle of collecting big data, analyzing it, generating insights, and then acting is no longer relevant. 

With an agentic approach, that entire process is eliminated. AI Ops enables direct action without the need for prior data analysis. 

Sandeep: So how does the agentic AI Ops approach differ from traditional methods? 

Kartik: With AI Ops, you don’t need to go through that process. You don’t need to know what went wrong yesterday to fix an issue happening right now. Instead, you run a real-time test. 

For example, if you and I are on this Teams call and there’s an issue, I don’t need to analyze past Teams call data. What matters is what’s happening right now. 

Let’s say you’re in Dubai and I’m in Mumbai. I can run a test with two devices—one in Dubai and one in Mumbai—to see what’s wrong. Is the an issue with the routing? Is it a problem with the Teams application? Once identified, the system can make a decision and fix the problem in real-time—within milliseconds, if not nanoseconds. 

Traditional analytics, no matter how good or fast, takes seconds, minutes, or even days. AI Ops, on the other hand, can instantly recreate the scenario, diagnose the issue, and fix it without relying on historical data. 

Sandeep: So, what is the core problem being solved here? 

Kartik: The problem being solved is ensuring seamless digital experiences. Challenges can arise due to various factors. First, you might have network issues where the network you’re on has congestion, weak coverage, or bandwidth limitations. Second, there could be internet pathway issues – just like traffic on a highway, data routes across the internet can get overloaded. For example, in a call between Dubai and Mumbai, if an undersea cable is fully loaded, an alternative path is needed. And third, you might face device-specific issues where the device or operating system being used has a problem. So, you need to identify which of these is causing the issue and make decisions accordingly. 

On Mozark’s Differentiators 

Sandeep: This seems to be a very big opportunity. Every single part of the consumer journey is going digital. How are you differentiating yourself? I assume there are many large companies in this space. 

Kartik: Most of the companies that have grown in this space over the past decade have done so as digital importance has surged. Now, we have some huge players. However, most of these players approach the problem by focusing on data collection. Their strategy has basically been to collect more and more data, then analyze it, then build better analytical models, and finally try to accelerate the speed of data collection and insights. Even today, their vision largely revolves around building increasingly robust analytical models and gathering data more efficiently. 

Our approach, however, is the reverse. 

Mozark stands for Measure, Observe, Care, and Act. When we started the company, we initially focused on Measure, then built on Observe and Care over time. But from the very beginning, the ultimate goal was always Act. 

Traditional players say: “We’ve collected so much data—how do we now extract useful insights from it?” Then, they determine actions based on those insights. 

We take the opposite approach: “These are the actions we need to take. What is the minimal amount of data required to decide whether to take Action A, B, or C?” 

This approach, while minimal in terms of data collection, still requires a comprehensive view. To act effectively, we need data from all three levels I mentioned earlier. But instead of collecting all possible data, we focus on capturing only the essential information required to take action. 

The key insight here is that the actions one can take are limited. If you recognize that there are only a few possible corrective actions, then you don’t need to collect excessive data—you only need just enough to make the right decision. 

I like to use the analogy of Google Maps. Think about life before Google Maps—say, 20 years ago. If I asked you how far your office is from your home, you’d probably respond in miles or kilometers. But today, when people use Google Maps, they never talk about distance. They only talk about time. That’s how our approach works—focusing on actionable insights rather than all possible data. 

On Mozark’s Journey 

Sandeep: I noticed Mozark has impressive clients like Hotstar, Disney, large telcos, Google and even regulators like the FCC in the US. This seems very different from what other startups have done. How did you achieve this? 

Kartik: It’s been a clear strategy for us. There were two options. One was to get many customers as part of the product-market fit. But our aim instead was to target the largest customer in each vertical. So, we did that. For example, in fintech, we work with GPay; in private enterprise, we work with Marina Bay Sands; in OTT, we work with Disney, Hotstar, and Jio.  

The idea is that if you solve the problem for the largest players, it’s large enough to apply across the rest of the ecosystem. If our product works for Disney across 20 countries or 50-60 cities for live TV, it should work for any OTT service, whether small or large. 

For example, JioStar has been successfully handling massive concurrent user bases in India for multiple live events like the IPL or international cricket matches. Edge monitoring with real-time Ops helps them deliver this great experience. However, some larger global players still struggle with multi-country streaming, as seen in events like the Oscars or Mike Tyson’s recent match. Delivering quality digital experiences requires telcos, CDNs, data centers, and apps to work together with the same end-user experience metric as a goal, rather than using siloed metrics. We’ve been able to solve this problem at scale.  

We’ve built the product first and proved it works, in a commercial sense. The next step is just about commercializing it. 

Sandeep: It seems like you’ve taken the tougher route of solving the larger problems first, and then the smaller problems automatically get solved. 

Kartik: You can call it tougher, but I think this is the best approach in today’s world. If you look at any product, whether it’s Tesla or SpaceX, they take a similar approach. Build a great product, show it works at scale, and the marketing and sales take care of themselves. 

The good part is that we have paying customers who see real value in our product. We’re not artificially acquiring customers through deep discounts or free offerings. Our customers are willing to pay because the product delivers results. This means we’re not burning cash to show customer growth. So, if we need to delay raising funds to show more organic growth, we can do that. 

Sandeep: This product seems to have global applicability. Are you already in multiple geographies? Is it easy to scale in multiple geographies? 

Kartik: We are headquartered in Singapore and we started as an Indo-French company. We always had set out to build a truly global company. Our platform is global in nature and we work for regulators ranging from the FCC in the US to regulators in Africa. 

Since we generate most of our data and don’t take any customer data, there is no geo restriction from that perspective. However, in places where the customer wants their data to remain local, we follow each country’s security norms. This is one of the reasons why regulators choose us over competitors. 

On Funding and Future 

Sandeep: I read that the World Bank’s IFC is looking at investing in Mozark. Can you talk about that? 

Kartik: Yes, the World Bank’s IFC is looking at funding us, and that’s in the public domain. We work with many regulators, and digital divide is a problem that many countries are coping with. Every country talks about the use of AI, and I think most come from a place of fear. But everyone agrees that using AI to provide better digital experiences and solve the digital divide is a great use case. 

The fundraiser is currently open but not for too long. We would be closing it soon. 

Sandeep: How should we think about the unit economics? Are you profitable? 

Kartik: We reached profitability last year itself, so we do grow profitably. That’s very important for us. But in terms of growth, AI Ops is coming in, and our solution is very AI-native. We have the right ingredients for entering a hyper-growth mode over the next two years. 

This is a hugely disruptive phase in the digital experience industry. There are going to be players who are completely left behind, new entrants, and companies like us that scale tremendously. The next two to three years are going to be critical in this space. 

We aim to focus on hyper-growth. We have to be talking about growing 10X to 100X. 

Sandeep: What is the biggest challenge for your growth? 

Kartik: One of the big challenges is that most of the developments in AI happen either in the US or in China. We need to be at the frontier of research because the pace at which innovation is coming is tremendous. 

As of today, we have an advantage. But tomorrow, it could be a new player who has just emerged. Keeping pace with research is our biggest challenge, and that’s one of the key reasons why we want to fundraise. 

The good part for us is that our vision is clear. Our product is clear. We know exactly what we need to do and how we need to do it, but we need to keep pace and remain at the forefront. 

Conclusion 

Sandeep: This has been incredibly insightful, Kartik. Thank you for sharing Mozark’s journey and vision with us. Best wishes for your fundraising and growth plans. 

Kartik: Thank you, Sandeep. It was a pleasure speaking with you. I look forward to potential strategic partnerships with Redseer as well, especially with your digital magazines and newsletters. I think there’s an opportunity to add the experience dimension to the usage analysis you’re already doing. 

Sandeep: Looking forward to exploring that, Kartik. Take care.