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Experiences with Agile processes using a proxy for the customer

 
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Have any of you tried using an Agile process where the customer (i.e. "true" end user) is not involved in the daily or weekly process? We have a process where our System Engineering types are going to act as a proxy for the customer, as our customer is a trouble call handling group and any time away from their job to interact with our agile team is taking away from them meeting their numbers.

It seems to be a pretty big stumbling block, but I'd be interested in anyone's experiences in how this kind of thing might have worked.
 
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