Explore the shift in observability focus from service-centric to customer-centric approaches in this 38-minute SREcon20 Americas talk. Discover why being a Customer Advocate enhances your role as an SRE. Learn about developing face-to-face customer engagement habits, experiencing customer perspectives, open-sourcing high-scale data capture tools, and establishing direct team-customer communication channels. Examine the limitations of traditional availability metrics and the importance of network error logging. Delve into performance beyond numbers, addressing usability debugging, and implementing tools like Clarity-JS to measure usability at scale. Investigate accessibility considerations, feedback systems, and the value of direct engineer-customer interactions. Gain insights on how this customer-focused approach impacts engineering practices and broadens the understanding of site functionality.