tech
Fostering breakthrough AI innovation through customer-back engineering
Agentic AI is helping organizations completely reimagine core banking processes and operations from the customer perspective, rather than simply making incremental improvements.
TL;DR
- Many organizations capture less than one-third of the value expected from digital investments because they prioritize technology over customer needs.
- A "customer-back engineering" mindset involves developing products and services with the customer experience at the forefront.
- Engineers closer to customers can lead to more innovation and a multiplier effect in problem-solving.
- Capital One implements customer-centricity through digital empathy sessions, embedded customer support, ride-alongs, and hackathons.
- AI accelerates product launch lifecycles, allowing engineers to rapidly apply AI-informed data techniques to solve customer problems.
- Agentic AI is transforming customer experience in financial services by enabling features like instant conversation summarization and intelligent follow-up questions.
- An AI-first mindset requires reimagining core functions to solve user problems, starting with high-quality data, embedding AI in workflows, and building cross-functional teams.
- Achieving end-to-end transformation depends on empowering engineers to start with customer needs and work backward to technology solutions.