LATAM Airlines, one of South America's leading carriers, embarked on a digital transformation to enhance customer experience by utilizing Grafana Cloud for real-time observability, focusing on service level objectives (SLOs) to manage reliability goals. This initiative, spearheaded by LATAM's e-business group, aimed to address issues in their complex distributed system that consisted of over 500 services, which previously led to customer frustrations due to website or app failures. By introducing a Failed Customer Interaction (FCI) approach and adopting Grafana Cloud, LATAM was able to significantly reduce the time to detect and respond to system failures, cutting down incident detection time by over 80% and reducing noisy alerts by 60%. Despite these improvements, LATAM acknowledges the need for further enhancement in their time to repair incidents, aiming to streamline workflows by correlating data across metrics, logs, and traces. The experience underscored the importance of customer-centric observability, with Grafana Cloud providing a comprehensive platform for monitoring and improving the airline's digital services.