Capital One, AI 혁신을 위한 'customer-back engineering' 강조
Capital One은 AI 혁신을 주도하기 위해 'customer-back engineering'을 옹호하며, 에이전틱 AI와 고객의 직접적인 피드백이 문제를 더 빨리 해결하는 핵심이라고 밝혔습니다.
capital one is prioritizing a 'customer-back engineering' strategy to capture more value from digital investments by starting with customer needs rather than just technological capabilities. the company requires engineers to participate in empathy sessions, support ride-alongs, and hackathons to better understand user challenges. this proximity allows teams to leverage high-quality data and agentic ai tools to instantly summarize conversations and automate follow-up questions, resulting in high-velocity transformation.