From Back End to Brand Impact: Why Software Engineers Belong in CX Strategy Rooms

▤ Summary

This article argues that software engineers should play a central role in customer experience strategy. It explains that performance, reliability, APIs, data quality, and architecture directly shape customer trust, retention, and satisfaction. The piece uses examples such as downtime, latency, compliance risks, and instrumentation errors to show how engineering decisions affect business outcomes. It also makes the case that CX and engineering teams should share ownership of metrics like NPS and retention so they can build better experiences together.

▦ Linked Companies

PwC

$1B+