Unlocking Customer-Centric Observability: A Case Study of OpenTelemetry to Reduce MTTD

This lightning talk explores how Intuit implemented customer-centric observability using OpenTelemetry to address challenges in monitoring their 1500+ web/mobile plugins. Learn how they developed "Failed Customer Interactions" (FCIs) capability to quantify real-time user impact during failures, providing insights into specific affected business workflows rather than just highlighting large-scale issues. Discover their approach to computing real-time customer impact, implementing anomaly detection to reduce Mean Time to Detect (MTTD) to under 3 minutes, and designing a cost-effective, highly scalable system capable of handling 130,000 spans per second. This 10-minute presentation from CNCF demonstrates practical applications of cloud native observability technologies to improve service reliability and customer experience.