How Mitchells & Butlers brought the business together with DevOps metrics from Dynatrace

Mitchells & Butlers (M&B), one of the UK's largest restaurant and bar groups, is navigating digital transformation by adopting a BizDevOps approach to enhance customer experiences through digital channels. Spearheaded by Digital Readiness Manager Mark Forrester, M&B seeks to replicate the personal touch of in-person service in a digital environment, emphasizing the importance of seamless and satisfying customer journeys. By integrating DevOps metrics and collaborating across departments such as IT, marketing, and security, M&B leverages Dynatrace's platform to monitor and optimize digital experiences, ensuring each customer interaction is impactful and revenue-generating. The use of real-time data facilitates a two-way dialogue between departments, enabling informed decision-making and fostering collaboration beyond internal teams by involving suppliers. This strategy allows M&B to maintain a comprehensive view of the customer journey and continuously improve service delivery, ultimately achieving a more connected and efficient digital operation.