Customer Centric Observability: Reducing Time to Detect Customer Impact - Intuit Case Study

Discover how Intuit revolutionized customer-centric observability in this 32-minute conference talk from KubeCon + CloudNativeCon. Learn about the innovative 'Failed Customer Interactions (FCIs)' capability, powered by OpenTelemetry, which dramatically reduced incident detection time from over 30 minutes to under 3 minutes. Explore the journey of leveraging distributed tracing to automatically detect, quantify, and isolate customer impact across Intuit's backend services. Gain insights into the RUM-FCI abstraction that simplifies complex observability processes while maintaining their benefits. Delve into topics such as AI-driven expert platforms, open-source collaboration, experience availability, and quality signals. Understand how this blueprint for customer-centric observability can revolutionize your approach to service degradation and end-user experience mapping.

Intro
Al Driven Expert Platform
Open Source & Open Collaboration
Experience Availability
Failed Customer Interactions (FCI) Platform
FCI Instrumentation
High Level Design
Quantify Impact
Quality Signals
What's next
Customer Centric Observability