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New Metrics

We make it our mission to create flawless brand experiences for the people who drive your business: your employees and customers. Dedicated to future-proofing organisations, we achieve sustainable growth through human-centric transformations, data analytics, and employee enablement. Supporting clients’ digital transformation efforts, we implement end-to-end integrated technology to enhance consume

r experiences. Our award-winning Learning Academy provides your teams with the next practice skills through accelerated learning modes. Working with us you’ll be able to tackle current and future business challenges through experimentation and application – whatever your area of business. Specialisation areas :

- Employee Experience
- Customer Experience
- Brand Experience
- Product Experience
- Training Academy
- Market Research
- Change Management
- Digital Transformation
- Operational Improvement

10/02/2025

Emotion AI is redefining how businesses connect with customers, making interactions more intuitive, responsive, and impactful. By analyzing emotions in real time, organizations can elevate customer satisfaction and loyalty through:

🔹 Personalized Service – Adapting interactions based on customer sentiment.
🔹 Real-Time Feedback – Capturing emotions instantly to enhance experiences.
🔹 Enhanced Data Analytics – Gaining deeper insights into customer behavior.
🔹 Improved Customer Retention – Strengthening relationships through emotional intelligence.
🔹 Automated Responses – Delivering context-aware, empathetic interactions at scale.
🔹 Strategic Behavior Management – Optimizing engagement using predictive emotional analytics.

With the right approach, businesses can turn every customer interaction into an opportunity for deeper engagement and long-term loyalty.

05/02/2025

The GCC is accelerating its ESG agenda with stricter regulations, net-zero commitments, and rising stakeholder expectations. To stay ahead, businesses must integrate CX, EX, and technology into their ESG strategies.

Learn more: Link in Bio

03/02/2025

Customer experience (CX) is only as strong as the employee experience (EX) behind it. When employees are engaged, empowered, and aligned with customer needs, the result is better service, stronger relationships, and long-term business success.

Bridging the gap between EX and CX requires a structured approach:

🔹 Identifying Gaps – Understanding employee and customer pain points through surveys, feedback analysis, and process assessments.
🔹 Bridging the Divide – Encouraging collaboration, job rotation, and customer immersion to align internal teams with customer expectations.
🔹 Integrating Journey Maps – Mapping employee and customer journeys together to uncover friction points and drive meaningful improvements.

Organizations that connect these two dimensions don’t just improve satisfaction—they create a culture of continuous improvement and impact.

Is EX fully aligned with CX in your organization?

29/01/2025

Why do customers sometimes act against logic? Why does a loss feel more painful than an equivalent gain feels rewarding? Understanding these behavioral patterns is essential for businesses looking to deliver exceptional customer experiences.

Learn more: Link in Bio

27/01/2025

Democratization Through Technology is reshaping the way businesses approach market research, empowering organizations to stay ahead in a rapidly evolving landscape. Here’s how:

1️⃣ Accessibility and Democratization of Insights
Advanced tools make research accessible to all, breaking down barriers to entry and enabling informed decision-making across teams.
2️⃣ Continuous Improvement and Iterative Learning
Agile methodologies foster a culture of iterative learning, where businesses can adapt quickly and refine strategies in real time.
3️⃣ Remaining Competitive in a Data-Driven World
Leveraging technology ensures that organizations remain relevant by harnessing data to unlock actionable insights and maintain a competitive edge.

At New Metrics, we embrace the future by enabling our clients to navigate this transformation. Head to link in Bio to learn more!

22/01/2025

The banking sectors in the UAE and Saudi Arabia are undergoing rapid transformation, combining tradition with innovation to meet evolving customer needs. From trust-driven conventional banks to tech-first neo banks and ethical Islamic banks, these markets reflect a dynamic and competitive landscape.

In our latest analysis, we benchmarked the region’s biggest banks, uncovering:

How conventional banks leverage trust and reliability to lead customer loyalty.
The rise of neo banks, gaining traction with tech-savvy users while addressing trust gaps.
The role of Islamic banking, particularly in KSA, aligning finance with cultural values.
The growing focus on ESG initiatives, with banks adopting sustainability as a strategic advantage.

Backed by surveys of 1,200 respondents across both markets, this analysis examines how customer expectations, digital innovation, and national visions—like UAE Centennial 2071 and Vision 2030—are driving transformation in the financial sector.

Learn more : Link in Bio

Contact New Metrics for the full reports!

20/01/2025

The National Development Fund (NDF) recently hosted “The Customer Experience Game®” workshop in Riyadh, bringing together 30 customer experience (CX) leaders from 12 development funds and banks across Saudi Arabia. This initiative, part of NDF’s CX Collaboration Program, plays a pivotal role in advancing customer-centric practices across the Development Ecosystem, directly supporting the Saudi Vision 2030 goals of enhancing government efficiency and citizen satisfaction.

The workshop focused on key CX themes that are vital to creating meaningful change:

Voice of the Customer: Developing innovative approaches to listen to and act on customer feedback.
Brand Delivery: Ensuring organizational promises align with every customer interaction.
Employee Ambassadorship: Empowering teams to deliver exceptional experiences.

Through hands-on activities and collaborative discussions, participants gained practical tools to enhance customer journeys, embed customer-centric strategies, and strengthen collaboration across development entities.

Eng. Yazeed Alsuhaymi, MBA, Senior Director of Customer Experience at NDF, highlighted the workshop’s transformative impact:

“The workshop served as a platform for knowledge-sharing among participants. It focused on elevating the customer experience and enhancing satisfaction with the services and products offered by the development funds and banks, empowering entities across the ecosystem to deliver truly exceptional experiences.”

This milestone would not have been possible without the visionary leadership of Al Gassim Hamidaddin, Senior Executive Director of Marketing and Corporate Communications, Eng. Yazeed Alsuhaymi, MBA, Senior Director of Customer Experience, and Omar Aldayel, Customer Journey Senior Manager. Their dedication and collaboration were instrumental in driving the program’s success.

By uniting CX leaders under a shared vision, NDF continues to lead meaningful transformation across Saudi Arabia’s development ecosystem, ensuring a future defined by innovation, collaboration, and customer satisfaction.

15/01/2025

AI transforms customer engagement by delivering tailored experiences in real time, optimizing resources, and driving loyalty.

🔹 With techniques like collaborative filtering, hybrid systems, and deep learning, AI enables smarter, more relevant recommendations.

🔹 Real-time and predictive personalization ensure every interaction is timely and meaningful.

🔹 Resource optimization, from inventory management to efficient customer support, drives operational excellence.

🔹 The result? Enhanced customer satisfaction, stronger loyalty, and higher conversion rates.

At New Metrics, we’re making AI-driven personalization a reality for businesses.

Learn more: Link in Bio

13/01/2025

From AI-powered AR transforming workplaces to autonomous AI agents streamlining operations, the future is here. These AI trends are reshaping industries, enhancing decision-making, personalizing experiences, and fostering responsible innovation.

Learn more: Link in Bio

08/01/2025

5 Books That Shaped Our Thinking in 2024 📚

In 2025, we reflect on ideas that challenged how we see the world, work, and the future. Here are the books that inspired us:

Tribal by Michael Morris – Turning cultural divides into connections.
Supremacy by Michael Kanaan – The AI race shaping tomorrow.
A Brief History of Intelligence by Max Bennett – From evolution to AI breakthroughs. Being a Human by Charles Foster – 40,000 years of consciousness.
The Innovator’s Dilemma by Clayton Christensen – Thriving in disruption.

What books inspired you?

06/01/2025

As the Middle East accelerates its digital transformation, customer experience (CX) has emerged as a key differentiator across industries. From AI-driven personalization in UAE to the transformative power of Vision 2030 in KSA, 2024 has been a pivotal year for CX growth.

In his latest article, Rami Haffar explores:
✅ The top CX trends shaping the region.
✅ Key lessons from successful initiatives.
✅ Predictions for the future of CX in 2025.

Discover how organizations are redefining CX to align with evolving customer expectations and cultural nuances: Link in Bio

31/12/2024

2025 is here, bringing fresh opportunities to innovate, transform, and grow together.

At New Metrics, we remain committed to empowering businesses and individuals to unlock their potential. As we step into the new year, let’s continue to create meaningful change and drive sustainable success.

Wishing you a year of progress, prosperity, and purpose.

Cheers to a remarkable 2025! ✨

30/12/2024

Integrating intelligence and learning theories into performance appraisals can transform them into growth-focused, unbiased systems. From real-time feedback inspired by Pavlov to reinforcement strategies based on Skinner and reflective practices rooted in Piaget, these approaches enhance fairness, transparency, and development. By aligning performance reviews with cognitive insights, organizations can boost engagement, autonomy, and collaboration while fostering a more impactful Employee Experience (EX).

Learn more: Link in Bio

24/12/2024

As the year comes to a close, we take a moment to reflect on the connections we’ve built and the impact we’ve made together.

From all of us at New Metrics, we wish you and your loved ones a joyful Christmas & Holiday Season filled with peace, love, and inspiration for the future.

Here’s to creating even more human value together.

Happy Holidays! 🌟🎁

11/12/2024

Vision 2030 is turning Saudi Arabia into a global tourism hub. With over $800 billion invested in mega-projects like NEOM, the Red Sea Project, and Qiddiya, Saudi Arabia is creating a diverse landscape of experiences:

✅ Futuristic smart cities
✅ Luxurious eco-resorts
✅ World-class cultural festivals

By 2030, Saudi Arabia aims to attract 100 million visitors annually, contributing 10% to its GDP.

From exploring ancient wonders like AlUla to indulging in thrilling adventures at the Edge of the World, Saudi Arabia offers something unique for every traveler.

Learn how the Kingdom is redefining global tourism through sustainability, innovation, and immersive journeys:

Head to link in Bio to learn more!

03/12/2024

What drives customers to stay loyal to a brand? What inspires employees to give their best every day? The answers often lie in behavioral economics—the science of understanding human decisions and biases.

In our latest article, we explore how organizations can use behavioral principles like loss aversion, social proof, and framing to design experiences that resonate deeply with both customers and employees.

Read the full article to learn how to build stronger loyalty, drive engagement, and create lasting impact: Link in Bio

The future of CX and EX is not just about data—it’s about applying human-centric insights to craft experiences that go beyond expectations.

02/12/2024

Today, we celebrate the UAE—a nation where ambition knows no bounds and unity fuels extraordinary achievements. From its forward-thinking leadership to its diverse, inclusive community, the UAE exemplifies what’s possible when vision and determination come together.

As the UAE continues to shape the future with bold innovations and a steadfast commitment to sustainability, we are proud to play our part in supporting its remarkable journey.

Happy 52nd UAE National Day!🇦🇪 May this day inspire us all to aim higher, dream bigger, and achieve together.

27/11/2024

Telcos can transform CX by:

1️⃣ Integrating customer-centric culture.
2️⃣ Leveraging data for personalized insights.
3️⃣ Driving digital transformation with AI and automation.
4️⃣ Offering seamless omni-channel experiences.
5️⃣ Embracing emerging tech and prioritizing data security.

Learn more: Link In Bio

Address

Muscat

Opening Hours

Monday	08:00 - 17:00
Tuesday	08:00 - 17:00
Wednesday	08:00 - 17:00
Thursday	08:00 - 17:00
Sunday	08:00 - 17:00

Website

https://www.newmetrics.net/

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Videos

Exciting Meetings at the E3 CX Conference in Riyadh! The conference was an opportunity to network with professionals and thought leaders at the forefront of the CX industry. Our team presented our CX and EX approaches, showcasing how innovative technolog

Exciting Meetings at the E3 CX Conference in Riyadh! The conference was an opportunity to network with professionals and thought leaders at the forefront of the CX industry. Our team presented our CX and EX approaches, showcasing how innovative technology revolutionizes how businesses understand and engage with their customers. We want to thank the organizers of the E3 CX Conference for their tireless efforts in organizing such an insightful and impactful event. Additionally, we thank the CX Saudi جمعية تجربة العميل for their unwavering dedication to promoting CX excellence and fostering a vibrant community of professionals. Finally, we thank all the attendees who visited our booth, attended our sessions, and engaged with us during the conference. Your active participation and valuable contributions made the event truly remarkable. Stay tuned for more exciting updates and announcements! #E3CXLIVE #CustomerExperience #CXInnovation #EmployeeExperience #VoiceofCustomer

We are excited to share our recent participation in the 6th Edition of "Paving the Way for a New Era in Work Culture," organized by the Ministry of Labor and Oman Society for Human Resources Management OSHRM اوشرم. The New Metrics Academy team had the privilege of engaging with HR leaders and thinkers from leading companies in Oman, taking part in insightful workshops and talks on current HR trends, and presenting a one-hour session on the Future of Employee Experience, led by Alaa Halawi. The New Metrics Academy team was honored to host you at our booth, and we look forward to continued partnerships and collaborations! #future #hr #culture #management #humanresources #leaders #employeeexperience #partnerships #society #team #oshrmconference