The operating model is the moat.
Every operational decision a company makes — how to dispatch, how to bill, how to escalate, how to coordinate across functions — gets encoded somewhere. In a traditional SaaS company, those decisions live in human routines, codified into business processes, occasionally paved over with workflow software. In an AI-native company, those decisions live in agents that reason, act, and coordinate.
The difference is not speed. The difference is composition. A traditional company adds an AI feature. An AI-native company composes new operations by composing new agents. The cost of adding a new function in a traditional company is hiring, training, and process design. The cost in an AI-native company is configuration. Over five years, this compounds. Over ten, it is a different category of company.
The moat is not the agents. The moat is the operating model that produced them. By the time an incumbent can rebuild on agents, the AI-native enterprise that started there has lapped them in operational velocity, in product breadth, and — crucially — in customer experience.