Capital One promotes customer-back engineering for AI innovation

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.