Scalable experience demands observability that aligns control, context, and confidence.
In large-scale IT services and enter prise environments, digital experience has to deliver at three levels: performance, personalization, and predictability. But doing all three at scale—without com promising compliance or control—is where things get tricky.
From my perspective, personalization is no longer a luxury—it’s expected. Whether the end user is an employee working remotely, a client engaging with our service platform, or a partner interacting through an API, people want contextual, responsive digital experiences that feel tailored to their needs. And the only way to deliver that reliably is through a solid platform strategy.
We’re not just managing systems— we’re curating journeys. Experience needs to scale, stay compliant, and still feel personal.
What that means practically is moving away from siloed solutions and toward platforms that are built to scale horizontally across services, geographies, and use cases. When you operate in a highly regulated sector like IT services or financial operations, you can’t afford to have fragmented observability, in consistent governance, or overlapping tooling. We’ve had to work toward consolidation and centralization, not just to cut costs, but to gain meaningful control.
At the same time, agility can’t be sacrificed. Business units want speed. Clients want innovation. Developers want autonomy. And compliance teams want audit trails. Balancing all these demands means building guardrails, not gates—and embed ding those into the platform itself.
One of the biggest challenges we’ve faced is around connecting infrastructure observability to actual user experience. Traditionally, we’d measure server health, application uptime, or network latency—but we couldn’t always see how those translated into friction for the end user. Now, we’re pushing for journey-based monitoring— where we look at experience end to end, from click to transaction to outcome.
This also means surfacing the right insights at the right level. A service desk operator might need alerts about queue times. A platform engineer might care about memory usage. But the business leader needs to know: how many users are abandoning this service? Why is productivity dropping in this geography? We’ve realized that observability has to be multi-layered—contextualized for each role, but stitched together from a common source of truth.
Security, too, is fundamental. But compliance also cannot be allowed to slow down innovation. So we’re integrating real-time security observability—not just for attacks or intrusions, but for behaviors and pat terns that hint at risk.
Looking ahead, I see the role of IT shifting from system owner to experience orchestrator. We’re not just managing servers— we’re curating journeys. And that means our platforms, our culture, and our metrics all need to evolve. If the digital experience isn’t improving every month, something’s wrong. And observability gives us the feed back loop to make sure we’re always get ting better.
–Authored by Kunal Dhingra, Chief Technology Officer, RBL Bank