Why Customer Experience (CX)?
80% of CEO’s believe that their businesses deliver superior customer service. Only 8% of their customers agree.
Expertly managed customer data provides a true insight into the thoughts of those we are serving. We monitor brand interactions in order to spot opportunities for improvement. Learning what your customers truly want and need is the key to a great experience, leading to retention, increased spend and loyalty.
Our Customer experience Solutions
Move away from a process-focused culture to a culture that holds customer experience and satisfaction first.
Customer Experience Strategy:
Develop a holistic and integrated customer experience strategy that governs all customer journeys and aligns to the broader objectives of the organization
Experience design and improvement:
Implement continuous experience improvement by optimising customer-facing and non-customer facing processes to delight customers in all ‘moments of truth.’
Organizational adoption and accountability:
Design a governance model aimed at ensuring customer experience strategy and modus operandi adoption across the organization.
Voice of Customer:
Collect and analyze customer data and feedback to provide your organization with the right insights for impact-based decision making.
Metrics and ROI models:
Translate customer feedback into measurable metrics to track the performance of customer experience and the ROI of initiatives.
Our CX Roadmap
Take your team on a journey to develop a customer-centric mindset, essential for success in any business.
Assess your current customer experience
- Cultural readiness
- Current strategy
- CX initiatives
- Organisation Structure
- CX maturity
- Capabilities and resources
Define your objectives – the “To be” state
- Aspiration goals and objectives
- Vision and mission for CX
Map the journey to success
- Identify gaps between “as is” and “to be” states
- Develop road map for success
- Prioritise objectives
Design innovative solutions to delight customers
- Design CX solutions
- Customer personas
- Journey mapping
- VoC programmes and metric systems
- Process change
- Digital transformation
Engage your internal customers – the employees
- CX training
- Employee engagement
- Cultural change
Implementation and monitoring change
- Monitor key metrics and KPI’s
- Continuous improvements
Latest CX ARTICLES
Sustainable Employee Experience: Cultivating Purpose and ImpactInsightsA sustainable employee experience fosters a culture of purpose, innovation, and resilience that benefits employees, the organization, and society.
ESG and CX Integration for a Sustainable FutureInsightsCX and ESG are not separate goals.They are intertwined and mutually reinforcing.They show that businesses can deliver exceptional CX while driving change.
What is Student Experience and Why is it Important?InsightsCommitment to enhancing the student experience paves the way for a transformative educational journey, preparing students for future success and well-being.
Enhancing Patient Experience for Improved HealthcareInsightsAt every step of the healthcare journey, patient experience plays a vital role in shaping outcomes, satisfaction, and overall well-being.
Navigating Digital Disruptions in the Age of TechnologyInsightsCustomer-centric digital disruptions can help businesses create amazing customer experiences, boost engagement, and gain a competitive edge.
Adaptive Leadership: Navigating a VUCA WorldInsightsAdaptive leadership is not a one-size-fits-all approach but rather a mindset and set of skills that enable leaders to thrive in the face of VUCA and contribute to success and sustainability.
How Data-Driven Organizations Drive SuccessInsightsBecoming a data-driven organization requires a strategic approach, organizational alignment, technological investments, and a commitment to ethical and responsible data practices.
The Importance of Customer-Centricity in the Digital EraInsightsCustomer-centric strategies can lead to improved financial performance and bottom-line results. Satisfied and loyal customers tend to make repeat purchases, spend more over their lifetime, and become brand advocates, driving revenue growth and profitability.
Fostering Diversity, Equity and Inclusion in the WorkplaceInsightsDiversity, equity, and inclusion are essential pillars for organizations aiming to create an inclusive environment where everyone feels valued, respected, and empowered
How Technology is Transforming Market ResearchInsightsMarket research is transforming from a traditional approach into an advanced technology data-driven science.
Retail of the Future – Interview with Ghadah Al TalalInterviewsHow Tamimi Markets’ prioritized exceptional customer experiences and implementing cutting-edge approaches in collaboration with New Metrics to elevate retail.
Analytics in Insurance Customer ExperienceInterviewsLeading insurance carriers use data and advanced analytics to reimagine risk evaluation, improve customer experience, and enhance efficiency
The Future of the Insurance IndustryInsightsHow present and future disruptors will shape the insurance industry.
From Ideas to Innovation: How Design Thinking Can Drive Business SuccessInsightsCreate Innovative products and services through design thinking.
Digital Transformation in Banks: Impact and RoadmapInsightsLearn how digital transformation is revolutionizing the banking industry.
The Future of Work: AI and its Impact on Employee ExperienceInsightsHow AI is shaping Employee Experience.
The Power of VoC in Driving Customer-CentricityInsightsLeverage VoC to drive customer experience.
Why Women Leaders in Customer Experience MatterInsightsBreak barriers and empower women in customer experience.
Risk Management in the Era of Customer-CentricityInsightsCraft a customer-centric risk management approach.
Empowering Your Customers: Creating a Personalized Omnichannel ExperienceInsightsTake your customer experience to the next level with a personalized omnichannel experience.
Breaking Barriers and Driving InnovationInsightsCreate a more sustainable and equitable future.
Creating a Sustainable Experience Value Proposition: The Path ForwardInsightsCraft an experience value proposition for your business that stands out from competitors and drives long-term success.
Customer Experience: An Empathic ApproachInsightsHow do we utilize the power of Emotions in Customer Experience?
DBWC partners with New Metrics to enrich DBWC members’ expertise and business skillsNews, Press ReleaseDBWC & New Metrics launch a collaborative initiative combining mentorship & accelerator program to enrich mentees’ expertise through intensive 6-week trainings.
7 Ways to Improve Mental Health in the WorkplaceInsightsWhat can companies do to support the mental health and well-being of their employees?
Driving Change in the Public SectorInsightsHow is the accelerating digital transformation impacting citizen experience and service delivery in the government and public sector?
See your New Normal with Scenario PlanningInterviewsBy Miriam Kugel As the world is trying to emerge from the Covid-19 pandemic, many company leaders are starting to prepare for the new reality […]
Citizen Experience in the Public Sector: Breaking Down the SilosInsightsBy Rami Haffar The complexity of the citizen experience: Transformation of the public sector is often perceived as a challenge. By its very nature, it […]
The Great Talent Reshuffle and Hybrid Work Paradox: Challenge or Opportunity?EventsLinkedIn and New Metrics Talent Experts host a workforce transformation event to discuss the impact of the Great Reshuffle and Hybrid Work Paradox on organizational […]
Award-winning Medallia CX and EX Software Now Available on KSA ServersNewsNew Metrics partners with Medallia to help organizations in KSA realize Vision 2030 objectives. Medallia, Inc, the global leader in customer and employee experience, launched […]