Your customers—regardless if you’re in high tech, manufacturing, healthcare, or financial services—expect a seamless experience each time they engage with you. Customer loyalty is precarious at best, and in response, every company is figuring out how to play offense with software. After all, research shows that highly engaged customers buy 90% more frequently, spend 60% more per purchase, and have three times more annual value than average customers. That’s why you need your infrastructure to scale to your busiest day while continuously delivering delightful, differentiating experiences.
But here’s the paradox: How do you support these cutting-edge customer experiences without inadvertently compromising customer experience? The importance of excellent customer experience has been well documented. Bad customer experiences are more powerful than good customer experiences. We’ve all seen the headlines about how a few hours of downtime can cost millions in revenue and more in goodwill. The good news: Pushing new code and leveraging modern infrastructure doesn’t have to be a high-risk proposition. A well-run observability practice enables you to deliver excellent customer experiences with software despite the complexity of the modern digital enterprise.
New Relic defines three phases of observability maturity to chart your path—reactive, proactive, and data-driven. The ultimate goal of any observability practice is an automated, self-healing system that allows your developers to understand the effect of updates on the end user’s digital experience in real time and helps your engineers know not just that a failure occurred, but why.
This ebook dives into each phase of your observability journey and explains the activities and key performance indicators (KPIs) inherent in each.