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A Balance between Automation and Empathy

There’s no doubt that automation is a tool for improving overall customer experience, speed, agility, and quality. Despite high levels of automation, which makes high frequency, high-quality delivery of software and updates possible, empathy with users remains an essential aspect of building a high-performance team. In an article for Software Magazine, Jean-Paul de Vooght, senior director of client solutions, Ness Digital Engineering writes about the importance of balancing automation with empathy.

The article highlights that empathy driven development manifests itself in obvious ways when the team engages in discussions with its product owner and end users. “The team also learns about the challenges and opportunities in the use of digital products in workshops run by experience engineers and design thinkers, as well as through ceremonies such as sprint reviews and dedicated immersion exercises with end-users,” states Jean.

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