I agree with having engineers on calls to foster empathy with customers. Once in a while, each engineer should get on a customer call. Every call, though? I dou

I agree with having engineers on calls to foster empathy with customers. Once in a while, each engineer should get on a customer call. Every call, though? I doubt a typical engineering organization can spare the time. As an engineer myself, I'm usually scoped way down in the weeds of a mass of technical problems. It's an expensive context switch to come all the way up to thinking about broad customer issues, and then get back down. OK to do on occasion, but not regularly. And besides: Why do customers feel less "heard" without an engineer on the line? Why are all the others on these calls under- or over-committing, unless an engineer is there? It seems like the problem isn't with lack of engineering presence, but with what everyone else in the organization is doing.