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Fostering breakthrough AI innovation through customer-back engineering

McKinsey research shows companies capture less than one-third of expected value from digital investments due to not starting with customer needs. This article introduces 'customer-back engineering,' where customer experience is prioritized and technology solutions are built backward from it. Capital One's practices like empathy sessions, embedded support, ride-alongs, and hackathons bring engineers closer to customers. AI accelerates innovation, exemplified by the multi-agent AI framework Chat Concierge for car buying. The article also emphasizes an AI-first mindset with high-quality data, rebuilt workflows, and cross-functional teams.

SourceHacker News AIAuthor: joozio
Fostering breakthrough AI innovation through customer-back engineering
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Summary only

Under the source content permission, this page provides an editorial summary, key points, and a link to the original article.

Key points and analysis

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EngineersIntermediate

Key points

  • Companies fail to capture digital investment value because they don't start with customer needs.
  • Customer-back engineering: design customer experience first, then build technology backward.
  • Capital One uses touchpoints like empathy sessions and hackathons to engage engineers with customers.
  • AI with rich data enables rapid problem-solving, as seen with the Chat Concierge multi-agent system.

Highlights and analysis are generated automatically and may contain errors. Check the original source.