This is an excellent article on customer experience, but most comments here seem to project the message onto infra choices which is a mistake.
You can stop doing CEO calls if customer volume surges. You can't instantly stop using non-scalable infra choices.
The dynamics on that choice are fundamentally different when you don't have that get out of jail free card. You're forced to make a judgement call & walk the tightrope between not overengineering scalability vs ensuring enough scalability to handle surges.
You can stop doing CEO calls if customer volume surges. You can't instantly stop using non-scalable infra choices.
The dynamics on that choice are fundamentally different when you don't have that get out of jail free card. You're forced to make a judgement call & walk the tightrope between not overengineering scalability vs ensuring enough scalability to handle surges.