For decades, software has been disrupting industries from agriculture to entertainment to healthcare, and delivering great software-based experiences is essential to business success. By 2020, customer experience will surpass price and product as the key brand differentiator for companies, according to Walker Information. However, few executives appreciate just how much business value is locked up in how they deliver that software. Companies that modernize their software infrastructure can capture constant, real-time insights on the performance of their businesses. This is made possible by software monitoring, which provides observability and allows for the identification and diagnosis of performance problems. A true observability platform must be open, connected, and programmable. Forward-leaning companies such as Capital One, Fox, and Nationwide now routinely mine software performance data to achieve ambitious business results. To harness the power of observability, businesses need to make fundamental changes to their operations, including breaking down IT silos, making IT KPIs less IT-centric, seeing the big picture, and embracing the OKR trend. By doing so, they can gain a higher-level understanding of how software performance data can drive business results.