Making Experience Observable from the Inside Out

True experience requires observability that maps system signals to journeys.

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AS SOMEONE leading digital transformation in a large, complex organization, I've learned that elevating digital experience isn't about pushing out shiny new interfaces. It's about what happens behind the screen. It's about the reliability of APIs, the behavior of backend systems, the responsiveness of teams, and the alignment between technology and business processes.

At the heart of great experience is end-toend observability-but most enterprises still don't have it. We might monitor individual systems or applications, but we lack a complete picture that connects the infrastructure layer to the actual user journey. If a customer drops off during onboarding, is it because the server was slow? Because the KYC gateway didn't respond? Because a rule engine took too long? Without integrated visibility, we're left guessing.