'Success disasters' have become a big problem in tech for companies and consumers

When tickets for Taylor Swift's Eras Tour first went on sale, the red-hot demand was enough to make Ticketmaster crash.

Taylor Swift performs onstage during "Taylor Swift | The Eras Tour" at SoFi Stadium on August 09, 2023 in Inglewood, California.When tickets for Taylor Swift's Eras Tour first went on sale, the red-hot demand was enough to make Not only are companies dealing with losses in the moment, but they must also figure out what went wrong after the fact, leading to even more lost productivity. "People call them post-mortems," said Kimball. "Their teams are madly fielding a recovery effort."

When adding new technologies as companies scale, Kabayama suggests focusing on three sequential steps: Buy in, onboarding, and usage. This process is not as formulaic as it seems, Kabayama said. There's a balance between triaging existing features versus implementing new features. For her part, Houston Livestock Show and Rodeo's director of ticketing Paula Urban chose to take the incremental approach. With 2.4 million guests coming to her events, she decided to split ticket sale launch times to quell traffic.

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