A naukri.com initiative
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Customer-based Context Engineering
- Customer-based Context Engineering is crucial as AI amplifies alignment and misalignment between systems and human context, particularly for mid-market and growing SMB companies competing with more technically advanced players.
- The approach involves mapping, indexing, and exposing customer context across all systems to create coherence without requiring system replacement.
- By treating the customer as the primary organizing principle, systems can operate from a shared understanding of the customer's perspective.
- This method enhances the performance of systems by linking customer information across different platforms, leading to more efficient operations.
- Customer Data Platforms (CDPs) and CRMs are effective but work above business systems, while customer context engineering delves deeper to integrate information across all systems.
- A case study involving Spectrum Enterprise showed remarkable results after implementing customer-based context engineering, leading to increased adoption, decreased support calls, and unified customer data.
- The five core disciplines identified for finding and codifying customer context include service blueprinting with data anchors, customer data modeling, data interrogation and cleanup, indexed data layer, and API & AI agent interface enablement.
- This approach ensures that systems can reflect how customers think and behave, enhancing efficiency in support, sales, and overall business operations.
- Customer-based context engineering mitigates the risk of AI failures due to incomplete or misaligned data, offering strategic benefits such as improved customer value measurement.
- Implementing customer context work requires cross-functional collaboration and executive support to ensure alignment across organizational boundaries for enhanced customer experience and operational efficiency.
- Aligning systems with human context not only improves design but also enhances infrastructure, providing companies with structural advantages that create lasting value over time.
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