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New Metrics

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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

12/03/2025

NPS and CSAT might not be enough to improve retention and prevent churn. They are reactive metrics that highlight issues only after they happen.

Predictive CX metrics help organizations take proactive action:

Customer Health Score identifies at-risk customers early.
AI Sentiment Analysis detects dissatisfaction before complaints arise.
Engagement Score flags potential churn through usage patterns.
Time-to-Value (TTV) highlights experience gaps before they impact loyalty.

A strong CX strategy integrates both predictive and reactive insights to drive meaningful improvements.

How does your organization balance CX measurement?

10/03/2025

Ramadan reshapes consumer behavior as spending moves online, demand surges after Iftar, and expectations for speed, personalization, and culturally attuned engagement grow. Businesses using AI, real-time logistics, and seamless payments are leading the way.

These CX lessons don’t end with Ramadan. They set the foundation for stronger, more adaptive strategies all year.

Learn more: Link in Bio

05/03/2025

We’re excited to welcome Irem Bilgic to New Metrics as our Chief Growth Officer!

Irem brings over 12 years of experience in business growth, transformation, and operational efficiency. She has worked across telecommunications, technology, and mobility, advising businesses on digital transformation, sales integration, and commercial strategy—both as a consultant and an executive.

As COO of Turkey’s leading mobility super app, she led business expansion, operational improvements, and a successful Series B funding round and IPO.

At New Metrics, Irem will focus on scaling our business, strengthening market positioning, and driving sustainable growth across our delivery divisions.

Join us in welcoming Irem to the team!

03/03/2025

32% of UAE customers switch their primary bank—impacting CLV, cost efficiency, and long-term strategy.

Why Are Customers Leaving?

High fees (30%) – Hidden costs erode trust.
Digital accessibility (25%) – Seamless banking is a must.
Better rewards (20%) – Competitive perks drive loyalty.
Service issues, employer requirements & fee transparency also play a role.

What Banks Must Do
✔️ Rethink pricing & transparency
✔️ Elevate digital experiences
✔️ Strengthen customer engagement
✔️ Build loyalty beyond incentives

Want deeper insights? Get the full report—contact us today.

26/02/2025

Businesses are moving beyond automation to intelligent, data-driven interactions that enhance customer engagement, improve satisfaction, and drive growth.

With AI, organizations can:

🔹 Understand customer emotions and behavior in real time
🔹 Deliver hyper-personalized content and experiences
🔹 Anticipate needs and optimize pricing dynamically
🔹 Enhance visual interactions and streamline issue resolution
🔹 Empower customer service teams with AI-driven insights

The result? More intuitive, seamless, and value-driven customer journeys.

How are you leveraging AI to transform CX?

24/02/2025

AI is transforming customer experience, making interactions seamless and intuitive. But with growing data privacy concerns and stricter regulations like Saudi PDPL and the UAE Data Protection Law, businesses must rethink their approach.

How can organizations achieve hyper-personalization while ensuring data security, ethical AI use, and compliance?

Read more: Link in Bio

19/02/2025

Customers in the Middle East are no longer just buying products—they’re buying into brands with purpose.Yet, many companies still treat ESG as a checkbox exercise rather than a driver of customer loyalty.

Here’s the reality:
🔹 Brands with strong ESG commitments see higher retention and advocacy.
🔹 Consumers are willing to pay more for ethical brands—but only if they see real action.
🔹 ESG-driven innovation isn’t just about compliance—it creates better customer experiences.

How is your company embedding sustainability into CX?
📌 Swipe through the carousel for actionable insights!

12/02/2025

GCC smart cities blend cutting-edge technology with sustainable design, but at their core, they prioritize people. From AI-driven governance to eco-friendly infrastructure, these cities are shaping a future that is efficient, resilient, and human-centric.

Learn more: Link in Bio

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?

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