New Relic is a platform used by BT Shop to foster collaboration across teams and gain visibility into customer journey pinch points, ultimately improving the customer experience on their e-commerce site. By using New Relic's dashboards, they can track customer experience metrics such as time on site or average response time, allowing them to understand how technology changes impact customers and business metrics. This has enabled them to move from being a data-aware team to a data-driven team, incorporating observability data into their business metrics to plan and strategize what to do on-site. The platform has also helped improve communication across silos, enabling both technical and non-technical teams to agree on how to improve the performance and customer experience of their site.