Insights

Phenomenology in CX design shapes lived experience through embodiment, temporality, and AI, creating digital interactions grounded in human perception.

In a shift toward citizen-centric governance, ADAA and DGA frameworks are transforming Saudi Arabia’s public sector by turning experience measurement into a strategic driver of Vision 2030.

AI transforms CX through the Extended Mind Thesis by reshaping design, extending cognition, and introducing new ethical responsibilities.

AI is transforming governance, public services, and social equity across the Middle East through smarter, inclusive, and data-driven systems.

Designing services where humans and AI agents interact as co-users means rethinking principles, tools, and ethics to support hybrid, intelligent ecosystems.

Businesses can apply Social Exchange Theory to enhance CX & EX, building trust, reciprocity, and value to drive deeper engagement and lasting brand loyalty.

Sustainable growth comes from building resilient, human-focused businesses that scale through purpose, innovation, strategic partnerships, and ESG.

AI is driving a new era of Creative Destruction in customer experience, replacing old models with automation and hyper-personalization. Discover how businesses must evolve or risk obsolescence.

AI is reshaping CX in the Middle East, bridging global innovations with local expectations through personalization, automation, and cultural adaptation.

Saudi businesses are adapting CX for Ramadan’s digital-first consumers by leveraging AI, personalization, and culturally attuned engagement.

Businesses must balance innovation with ethics, ensuring that AI enhances customer relationships rather than undermining trust.

GCC smart cities must enhance human experiences, improve quality of life, and foster economic growth while addressing sustainability challenges.

GCC countries like KSA and UAE ambitious ESG goals mirror a global shift toward sustainability, with technology, CX, and EX playing critical roles.

Businesses can craft experiences that resonate by relying on the Prospect Theory which offers invaluable insights into how customers perceive losses, gains, and ownership.

New Metrics draws on proprietary research on evolving customer preferences, emerging trends, and the strategic priorities driving the UAE and KSA banking sectors.

From immersive AR experiences and autonomous agents to ethical practices and sustainable models, these AI trends will transform the way we work and live.

These are the CX trends that defined the UAE, KSA and the rest of the GCC in 2024 and the trends that will differentiate 2025.

This shift toward intelligence-driven performance appraisals isn’t just a necessity for modern EX strategies—it’s a strategic imperative.

The employee experience trends of 2025 will be defined by bold transformations, from the rise of AI to the push for purpose and well-being.

At the heart of Saudi tourism lies Vision 2030—a strategic framework designed to create a unique, unforgettable tourist experience.

Behavioral economics, with principles like loss aversion, social proof, and framing, allows organizations to connect with customers and employees on a human level.

Human-Centered Innovation succeeds because it fundamentally shifts the focus from product-centricity to human-centricity, unlocking value through empathy, iteration, and adaptability.

Human-Centered Innovation goes beyond technological advancement to foster solutions that resonate deeply with customers on emotional and practical levels.

Innovation today isn’t solely about creating; it’s about creating swiftly and strategically, staying aligned with ever-evolving market needs and customer expectations.

The distinction between commitment and involvement is crucial for organizations to optimize their employee experience and build a thriving workplace culture.

When brands link utility theory with CX, they gain valuable insights into how they can exceed customer expectations, creating experiences that drive higher satisfaction and loyalty.

Manual Thinking bridges kitchens and boardrooms, helping teams in any high-stakes setting enhance products, streamline processes, and unlock new levels of creativity.

The transition from traditional workplace to modern workspace represents a profound shift in how organizations operate and how employees engage with their work.

The integration of automation and people analytics is reshaping the future of workforce management by enhancing efficiency, engagement, and insights.

Integrating Emotion AI across the customer journey delivers more personalized, empathetic, and effective experiences, driving customer satisfaction and loyalty.

Empowering your team through lifelong learning is about more than just acquiring new skills; it's about creating a culture that values growth, curiosity, and continuous improvement. 

Prioritizing customer experience CX is essential for building strong, lasting relationships with customers, ultimately driving sustained brand loyalty.

New Metrics assessed the current state of ESG in UAE and KSA, by examining the local attitudes and behaviors of consumers, investors, and employees. 

Understanding collectivism and individualism is essential for creating quality customer experiences in today’s global marketplace.

Blockchain enhances customer experience by ensuring transparent, secure transactions, building trust. Its decentralized nature enables faster, more reliable services, fostering customer loyalty.

From understanding the customer journey to leveraging data-driven insights, integrating AI into customer experience strategies is crucial for maintaining a competitive edge. 

The evolution of CX metrics from basic operational data to sophisticated AI-driven insights represents a significant advancement in understanding and enhancing customer experiences.

In healthcare, digital transformation has emerged as a catalyst for innovation, efficiency, and improved patient outcomes.

Aligning employee experience with customer experience is a strategic imperative for organizations to differentiate themselves and to drive sustainable growth. 

Market research is rapidly shifting towards in-house facilitated by technological advancements such as user-friendly platforms and AI-driven solutions.

When applied to customer experience, omotenashi fosters an environment where customers are not treated as transactions but as valued individuals.

By investing in employee experience, public sector organizations enhance organizational effectiveness and productivity while upholding their commitment to serving the public interest.

Embracing cultural diversity is key to creating meaningful and effective CX strategies.

The integration of AI into Customer Experience is a catalyst for profound change, revolutionizing how businesses engage with their customers.

Embracing empathetic leadership lays the foundation for a workplace culture built on trust, respect, and mutual support.

A commitment to delivering an exceptional customer experience sets Fintech companies apart in this digital era of financial services.

Customer Experience will position telco companies as leaders in delivering seamless, personalized, and innovative services.

Prince Mohammed bin Abdulaziz Hospital led by Hala AlMuways is adopting an inclusive and personalized approach to patience experience focused on data-driven insights, and patient-centricity.

The Voice of the Employee (VoE) is essential for organizational success, influencing employee engagement, cultural development, and issue resolution.

From hyperautomation to the pivotal role of AI in shaping trust and security, these technology trends will redefine customer and employee experience in 2024.

Fostering customer loyalty during the festive season requires a strategic and holistic approach that extends beyond promotional activities.

Ksenia Votinova Arnaud believes that to navigate the new era of work, we need to embrace diversity, foster innovation, and prepare for the challenges and opportunities.

From next-generation generative AI to the emphasis on employee experience and the integration of AI in education, 2024 is poised to redefine AI trends.

In 2024, global trends, coupled with the integration of AI, will provide a foundation for companies to adapt, innovate, and contribute positively to the evolving landscape of consumer preferences.

Adapting the latest employee experience trends from hybrid work models, AI integration, and upskilling to technology-driven well-being is strategic for organizational success.

The future of CX dictates adapting to key trends that are poised to lead, providing customers with truly resonating experiences.

Companies can enhance engagement, productivity, and retention by visualizing and addressing each stage of an employee journey, from attraction to separation.

Organizations must prioritize the employee experience. This entails not only addressing the specific needs and preferences of remote and hybrid workers but also ensuring they feel valued, well-supported, and connected to the organization's mission and culture.

Humanizing the digital experience creates more empathetic, personalized, and engaging interactions between technology and users.

Hyperpersonalization reshapes customer engagement with unique, data-driven experiences for lasting satisfaction and loyalty.

By crafting each facet of the brand experience, businesses can create an immersive narrative that resonates with customers and fosters loyalty.

Riyadh's citizen-centric approach and Abdulaziz Alosime's visionary leadership are shaping a vibrant future aligned with Saudi Arabia's Vision 2030.

A sustainable employee experience fosters a culture of purpose, innovation, and resilience that benefits employees, the organization, and society.

CX and ESG are not separate goals.They are intertwined and mutually reinforcing.They show that businesses can deliver exceptional CX while driving change.

Commitment to enhancing the student experience paves the way for a transformative educational journey, preparing students for future success and well-being.

At every step of the healthcare journey, patient experience plays a vital role in shaping outcomes, satisfaction, and overall well-being. 

Customer-centric digital disruptions can help businesses create amazing customer experiences, boost engagement, and gain a competitive edge.

Adaptive 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.

Becoming a data-driven organization requires a strategic approach, organizational alignment, technological investments, and a commitment to ethical and responsible data practices.

Customer-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.

Diversity, equity, and inclusion are essential pillars for organizations aiming to create an inclusive environment where everyone feels valued, respected, and empowered

Market research is transforming from a traditional approach into an advanced technology data-driven science.

How Tamimi Markets' prioritized exceptional customer experiences and implementing cutting-edge approaches in collaboration with New Metrics to elevate retail.

Leading insurance carriers use data and advanced analytics to reimagine risk evaluation, improve customer experience, and enhance efficiency

How present and future disruptors will shape the insurance industry.

Create Innovative products and services through design thinking.

Learn how digital transformation is revolutionizing the banking industry.

How AI is shaping Employee Experience.

Leverage VoC to drive customer experience.

Break barriers and empower women in customer experience.

Craft a customer-centric risk management approach.

Take your customer experience to the next level with a personalized omnichannel experience.

Create a more sustainable and equitable future.

Craft an experience value proposition for your business that stands out from competitors and drives long-term success.

How do we utilize the power of Emotions in Customer Experience?

DBWC & New Metrics launch a collaborative initiative combining mentorship & accelerator program to enrich mentees' expertise through intensive 6-week trainings.

What can companies do to support the mental health and well-being of their employees?

How is the accelerating digital transformation impacting citizen experience and service delivery in the government and public sector?

By 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 […]

By Rami Haffar The complexity of the citizen experience: Transformation of the public sector is often perceived as a challenge. By its very nature, it […]

LinkedIn and New Metrics Talent Experts host a workforce transformation event to discuss the impact of the Great Reshuffle and Hybrid Work Paradox on organizational […]

New Metrics partners with Medallia to help organizations in KSA realize Vision 2030 objectives. Medallia, Inc, the global leader in customer and employee experience, launched […]

In 2026, intelligence becomes a quiet but constant presence informing decisions, simplifying journeys, and amplifying human capability.

2026 will be the year of compound capabilities, where companies stop launching fragmented initiatives and instead integrate technology, analytics, and culture into a unified system.

The defining question for CX in 2026 is not how to make experiences memorable, but how to make them meaningful and measurable at once.

The uncertainty principle of experience drives us to design systems that learn, respond, and remain human even as they scale.

Entropy reminds us that meaning is born from variation, and emotion from surprise.The prosaic keeps it stable. The memorable keeps it alive.

How AI and automation reshape what we still call “human experience” The ancient thought experiment of the Ship of Theseus poses a deceptively simple question: […]

Customer experience (CX) has become one of the most frequently used terms in business strategy. Leaders pour resources into service design, satisfaction metrics, and loyalty […]

Franz Kafka wrote stories where people struggled against systems that felt surreal and overwhelming. His characters faced processes that were endless, rules that were hidden, […]

When someone has a baby, loses a job, starts a business, or needs care for an aging parent, they are not thinking about which department […]