Despite years of digitization, organizations capture less than one-third of the value expected from digital investments, according to McKinsey research . That’s because most big companies begin with technological capabilities and bolt applications onto them, rather than starting with customer needs and working backward to technology solutions. Not prioritizing the customer can create fragmented solutions; disjointed customer experiences; and ultimately, failed transformations. Organizations that achieve outsized results from AI flip the script. They adopt a “customer-back engineering” mindset, putting customers at the heart of technology transformation. It’s a strategy in which products and services are developed with the customer experience first in mind, including the customers’ challenges, needs, and expectations. Product development teams then work backward in a nimble and agile way to find the steps necessary to design and build solutions that achieve the desired experience.…