The financial services industry experienced rapid transformation during the COVID-19 pandemic, as customer preferences shifted towards digital platforms, prompting companies to prioritize customer experience over traditional banking locations. This change led to a rise in the use of business observability practices, enabling financial institutions to align IT operations with business objectives effectively. One commercial bank addressed customer complaints and operational challenges by focusing on key performance indicators (KPIs) relevant to user journeys, while an asset management company improved its response to customer feedback through enhanced collaboration between its operations and omnichannel teams. By leveraging tools like Dynatrace RUM for session tracking, both institutions were able to better identify and resolve user experience issues, ultimately enhancing customer satisfaction and aligning IT metrics with business outcomes.