Evidence Over Attestation
“The bug could not happen to the developer. It could not happen to the agent. It could only happen to the first human stranger.”
The failures that reach customers are the ones the builders could not experience, which is why the customer's vantage point has to be part of the proof.
More lines from the same part
- “Speed allows an executive to ship a capability in an afternoon. It does not make that capability worthy of a customer's trust.”
- “Ignorance did not disappear. It concentrated into a single, high-stakes bottleneck: the judgment of the human holding the reins.”
- “The service was not dead. It was busy answering a customer's question on the one thread that also had to answer the health check.”
- “On one recorded day, five systems reported green and were wrong, and every one of them would have reached a customer.”