Did you know that Australian organisations experience an average of five major outages a month - many of which have serious implications? Or that 30 percent of the time, IT teams learn about software and service interruptions through complaints from external customers?\nThese findings were revealed in a recent global survey commissioned by New Relic titled \u201cDeeper Than Digital: Why and How More Perfect Software Drives Business Success\u201d.\nIn terms of a proactive approach, very few organisations are building for resilience with 8 percent of Australian firms taking a cloud native approach to software development, and only 2 percent engaging in chaos engineering: an experimental form of testing used to gauge a system\u2019s ability to withstand turbulent and unexpected conditions.\nIt\u2019s clear that a lack of observability is having detrimental effects not only on business performance, but also on customer experience. Businesses need to future-proof their software with full stack observability to ensure their customers get the digital experience they deserve.\u00a0\nSo how do CIOs and technology leaders achieve observability success? Firstly, we need to understand exactly what observability is.\nUnderstanding observability\u00a0\u00a0\nNew Relic defines observability as \u201cautomatically monitoring all software and infrastructure performance data - metrics, events, logs, and traces - in real time to rapidly deliver a complete understanding of an IT stack\u2019s operation and performance.\u201d\nTo paint a picture of why observability is so critical to operations, look no further than Australia Post. Demand for Australia Post\u2019s services during the first COVID-19 lockdown earlier in the year well surpassed their busiest periods, including the Christmas rush. In April 2020, the volume of transactions were 340 million - higher than any other month in Australia Post's history. By May, parcel tracking volumes were up 40 percent and authentication requests increased 70 percent compared to Christmas 2019.\nThe postal service wasn\u2019t anticipating the kind of levels that they experienced in April for at least another two years. This rapid increase in demand forced them to create a new road map, and bring forward a lot of their capacity planning, explained Australia Post\u2019s head of platform engineering, Andrew Nette.\n\u201cThis has been necessary for us to maintain our high levels of customer service and will benefit our ability to meet customer demand in the long run,\u201d said Nette.\n\u201cNew Relic gave us the ability to view our systems at the transaction level and create a clear understanding of which elements weren't responding as they should be\u201d.\u00a0\u00a0\nBy having clear visibility into their technical stack, Australia Post was able to navigate unprecedented demand, proactively pinpoint potential issues, and still deliver a great digital customer experience.\u00a0\nObservability, digital transformation and the customer experience\u00a0\nAlthough Australia Post is mature in its observability and digital customer experience journey, there are many other businesses and government departments that are falling behind.\u00a0\nA recent report by Forrester titled \u2018Embrace Customer Obsession to Achieve Mission Success\u2019\u00a0emphasises the importance for government agencies to step up their digital transformation initiatives to adequately cater for both internal and external stakeholders, including employees.\n\u201cAs governments around the world deal with the COVID-19 pandemic and global recession, the need for digital transformation and exceptional government customer experience has never been greater,\u201d the report states.\n\u201cWe don\u2019t just mean the experiences of only your citizens and constituents. This should also include all other stakeholders as well, such as government employees, tourists, overseas investors, and non-resident business owners.\u00a0\n\u201cTheir experience is equally crucial to a government\u2019s ability to achieve mission goals.\u201d\nThe drivers for government to aggressively pursue digital delivery of services is both about customer experience and the employee experience \u2013 to achieve this, organisations need observability.\nImagine if Nette and his team at Australia Post were using archaic or manual tools back in April. How would they have fared without clear visibility into their tech stack? Bad tech at an organisation level leads to frustration both internally and externally.\nSome critics may dismiss observability as yet another buzzword, but the results speak for themselves \u2013 it\u2019s a business-critical application that both your staff and customers deserve.