Dynatrace Perform 2026 - how two organizations transformed business observability into strategic advantage

When digital services falter, the traditional IT response has been to verify system availability and move on. For organizations in customer-facing environments, that leaves critical gaps in understanding the customer experience itself.

What happens when system uptime metrics look fine but customers are struggling? Agos Ducato's digital signature success rate sat at 65%. FreedomPay's merchants questioned system reliability. Both organizations discovered that monitoring system uptime wasn't enough—they needed to measure what actually mattered: the customer experience itself.

At Dynatrace Perform 2026, two practitioners shared how they've moved beyond basic monitoring to build observability practices that bridge technical operations with business outcomes.

Measuring what actually happens – Agos Ducato's evolution from blame to evidence

Sergio Novelli, CIO of Agos Ducato, a consumer financial institution part of the Crédit Agricole group, faced a familiar challenge during the COVID-19 pandemic. With 3 million active customers in Italy and ...