Ep092: The Evolution of Monitoring: How New Relic is Transforming Cloud Operations

Apr 9, 2025

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New Relic's Chief Customer Officer Arnaldo (Arnie) Lopez details how their observability platform helps 70,000+ customers monitor cloud performance through AWS infrastructure while introducing AI capabilities that simplify operations.

Topics Include:

Arnie Lopez is SVP, Chief Customer Officer at New Relic.
Oversees pre-sales, post-sales, technical support, and enablement teams.
New Relic University offers customer certifications.
Founded in 2008, pioneered application performance monitoring (APM).
Now offers "Observability 3.0" for full-stack visibility.
Prevents interruptions during cloud migration and operations.
Serves 70,000+ customers across various industries.
16,000 enterprise-level paying customers.
Platform consolidates multiple monitoring tools into one solution.
Helps detect issues before customers experience performance problems.
Market challenge: customers using disparate observability solutions.
Reduces TCO by eliminating multiple monitoring tools.
Targets VPs, CTOs, CIOs, and sometimes CEOs.
Decade-long partnership with AWS.
Platform built on largest unified telemetry data cloud.
Uses AWS Graviton instances and Amazon EKS.
AWS partnership enables innovation and customer trust.
Three AI approaches: user assistance, LLM monitoring, faster insights.
New Relic AI helps write query language (NURCLs).
Monitors LLMs in customer environments.
Uses AI to accelerate incident resolution.
Lesson learned: should have started AI implementation sooner.
Many customers still cautiously adopting AI technologies.
Goal: continue growth with AWS partnership.
Offers compute-based pricing model.
Customers only pay for what they use.
Announced one-step AWS monitoring for enterprise scale.
Amazon Q Business and New Relic AI integration.
Agent-to-agent AI eliminates data silos.
Embeds performance insights into business application workflows.

Participants:

Arnie Lopez – SVP Chief Customer Officer, New Relic

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