Summary
As AI compresses how fast engineering decisions get made, the distance between an engineer and the customer they’re building for keeps growing — velocity metrics, ticket queues, and AI-generated code are all efficient at abstracting away the person on the other end of a bug report. This roundtable is for leaders looking to pull customer reality back into daily engineering decisions — through incident reviews, design reviews, roadmap prioritization — whether you’ve already got mechanisms for this or are just curious where to start.
Host
Marcus Ericsson
Director of Engineering @ Twilio
Marcus Ericsson is a Director of Engineering at Twilio with 18 years of experience building high-scale products at category-defining companies. His background bridges foundational architecture at Salesforce with zero-to-one execution at early-stage startups, notably guiding teams through Segment's $3.2B acquisition and spearheading its open-source integrations platform.
Marcus is a fierce champion of high-empathy leadership and operational excellence, applying a "Go And See" mindset to stay rooted in the details. He believes the key to unlocking engineers' full potential is anchoring them in a deep understanding of business impact—creating a clear through-line between their everyday technical execution and the real-world value they deliver to the people using their product.
Sign up to receive news and updates on ELC Annual 2026
