Explore a conference talk that challenges traditional observability approaches by shifting focus from service metrics to customer experience. Learn how Microsoft's team humanized their data, developed direct customer engagement strategies, open-sourced tools for capturing user experiences, and re-evaluated performance metrics. Discover the importance of understanding customer perspectives, debugging usability issues, and creating effective feedback systems. Gain insights into implementing customer-centric observability practices, fostering engineer-customer connections, and enhancing overall service reliability through a collective approach to observability.